UK APP scam reimbursement: eligibility, £85,000 limit and deadlines
The UK domestic bank-transfer reimbursement framework: payments from 7 October 2024, covered customers, reporting deadlines, excess and exclusions.
UK protections apply to eligible APP fraud payments made on or after 7 October 2024 through Faster Payments or CHAPS between UK accounts. The mandatory claim limit is £85,000, with scope conditions and exclusions. Report promptly and within 13 months; do not assume every scam or overseas transfer is covered.
Authorised Push Payment fraud occurs when you are tricked into sending money by bank transfer. This is different from a payment made without permission and from a genuine civil dispute with a supplier. The distinction affects the process.
This article concerns the United Kingdom framework described by the Payment Systems Regulator, source-checked on 4 October 2026. It is not a worldwide reimbursement rule. Ask your provider to identify the payment system and the facts it relies on in assessing your claim.
Check the payment and customer scope
The PSR says the protections apply to individuals, microenterprises and charities. They concern qualifying transfers from one UK account to another over Faster Payments or CHAPS, made on or after 7 October 2024. The arrangements do not include credit unions, municipal banks and national savings banks.
Cards, cash and cheques have different protections. An international payment or a later cryptocurrency transfer should not be assumed covered by this domestic framework. A transfer to your own exchange account followed by a crypto withdrawal needs careful assessment of the actual payment chain, not a blanket claim.
Report immediately and meet the requirements
Contact the bank or payment firm that sent the money. The PSR says to report as soon as possible and within 13 months of making the fraudulent payment. Supply accurate transaction details and the evidence explaining the deception.
Respond promptly to genuine requests for information, checking that the request is actually from your provider. The PSR also expects reporting to police or consent for the bank to report on your behalf. Preserve the notification date, claim reference and each response. Do not wait for the scammer to confirm the loss.
Understand timing, the limit and possible excess
The PSR describes reimbursement within five business days in ordinary cases. Firms can stop the clock to gather information, but must reach an outcome within 35 business days. Ask for the claim status and the reason if more information is needed.
The maximum mandatory claim amount is £85,000, though a firm may choose to reimburse more. A provider may apply an excess of up to £100, or none. The PSR says that excess cannot be applied to vulnerable consumers. These figures are not a guarantee of acceptance.
Know the exclusions without assuming blame
Complicity in the fraud or gross negligence can exclude reimbursement. The PSR describes gross negligence as a high bar and says the exception does not apply to vulnerable consumers. Vulnerability must be assessed in context; simply being upset after a loss does not settle every eligibility question.
APP fraud is also distinct from a civil dispute without fraudulent intent. If your claim is rejected, ask which exclusion or scope condition was applied, what facts support it and how your evidence and circumstances were considered.
Use the complaint route if you disagree
Request a written decision and use the provider’s formal complaint process. If unresolved and eligible, bring the matter to the Financial Ombudsman Service under its current rules and deadlines. The PSR itself does not investigate individual fraud claims.
FOS is a free service and representation is not required. Keep the final response, complaint chronology and evidence. Do not assume the APP reporting window, the reimbursement assessment timetable and the external complaint deadline are the same period.
A short checklist
- Confirm the date, UK-to-UK route and payment system.
- Report immediately and within the 13-month limit.
- Provide evidence and meet genuine information requests.
- Ask about scope, £85,000 cap and any excess.
- Request written reasons and escalation information if refused.
Common questions
Does this cover every crypto investment scam?
No. The framework concerns specified domestic bank transfers, not every cryptocurrency or international movement. Explain the full chain and ask the provider to assess the actual transfer.
Is the £85,000 limit a guaranteed payout?
No. It is the mandatory claim limit for eligible payments, subject to the framework’s conditions. A firm may voluntarily reimburse more, but no outcome is assured.
References
- APP fraud reimbursement protectionsPayment Systems Regulator · United Kingdom
- How to complainFinancial Ombudsman Service · United Kingdom
