What is APP Fraud?

Authorised Push Payment (APP) fraud occurs when someone deceives you into sending money to them, believing you're making a legitimate payment. Common tactics include:

  • Urgency or fear: Pressuring you to act quickly.
  • Impersonation: Pretending to be from the police or your bank.
  • False investigations: Claiming your bank is under investigation.
  • Safe accounts: Advising you to transfer funds to a 'safe' account.
  • Asset purchases: Encouraging you to buy valuable items like gold or art.
  • Secrecy: Telling you to keep the transaction confidential.
  • Upfront payments: Requesting payment for services that don't exist.
  • Too-good-to-be-true offers: Promising unrealistic investment returns.
  • Online relationships: Building trust online and then asking for money.


Suspect a Scam?

If you think you've been targeted:

  1. Contact us immediately: Call us at 0161 923 8065.
  2. Notify your bank: If you sent money to another account, inform that bank too.
  3. Report to the police: It's essential to report fraud to law enforcement.

When reaching out, please provide:

  • Details of the suspicious transaction(s).
  • Any information that might assist our investigation.


Reimbursement Policy (Effective from 7th October 2024)

Under new regulations, you may be eligible for a refund if:

  • Payment Method : The transaction was made via Faster Payments or CHAPS within the UK.
  • Eligibility : Applies to individuals, small businesses, and charities.


Claim Details:

  • Timeframe : Submit your claim within 13 months of the fraudulent payment.
  • Excess : An excess of up to £100 may apply.
  • Maximum Refund : Up to £85,000.
  • Note for Vulnerable Individuals: If you're considered vulnerable, the £100 excess might not apply. We'll assess each case individually, considering factors like financial resilience.


Exclusions

Refunds may not be granted if:

  • Fraud by claimant : The claimant was involved in the fraud.
  • Negligence : The claimant showed significant carelessness.
  • Timing : The payment was made before 7th October 2024 or claimed after 13 months.
  • Location : The transaction occurred outside the UK.
  • Payment method : Payments made via cheques, cash, or methods other than Faster Payments or CHAPS.
  • Self-payments : Funds were sent to an account controlled by the claimant.
  • Unauthorized transactions : The payment wasn't authorized by the claimant.
  • Civil disputes : The issue is a civil matter, not fraud.
  • Other institutions : Payments through certain financial institutions like credit unions or national savings banks.


To help us help you...

  • Stay vigilant : Be cautious when making payments.
  • Report promptly : Inform us immediately if you suspect fraud.
  • Provide information : Share any details that can aid our investigation.
  • Cooperate : Work with the police and other authorities as needed.

Need help getting your money back?

If someone tricked you into sending them money, contact us straight away so we can try to help you get it back.


What Happens After You Tell Us?

Once you tell us what happened, we’ll look into your claim. If it’s approved, we’ll try to pay the money back to you within 5 working days. Sometimes it might take longer, up to 35 working days, if it’s a bit more complicated.

While we check things, we might need to share some details (like your name and account number) with the other bank that got the money, so we can try to fix the problem.

If you're not happy with what we decide, you can make a complaint using our usual complaints process. And don’t worry, you can still speak to the Financial Ombudsman Service if you want to.


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