The legal framework
Since October 2024, banks must reimburse victims of authorised push payment fraud up to a set cap, with the cost shared equally between the sending and the receiving bank, unless the customer acted with gross negligence. Reporting goes to Action Fraud for England, Wales and Northern Ireland, and to Police Scotland in Scotland. Suspicious texts are forwarded to 7726 and suspicious emails to the national reporting service.
Key points
| Reimbursement | Mandatory for authorised push payment fraud since October 2024, up to a cap |
|---|---|
| Cost sharing | Split equally between sending and receiving bank |
| Deadline to claim | Within thirteen months of the last payment |
| Reporting | Action Fraud; Police Scotland in Scotland |
| Suspicious texts | Forward free to 7726 |
| Suspicious emails | Forward to the national suspicious email reporting service |
| If refused | Escalate free of charge to the Financial Ombudsman Service |
In practice
- Claim reimbursement from your own bank in writing, citing the mandatory reimbursement rules — do not accept a verbal refusal.
- If the bank refuses, the Financial Ombudsman Service is free, independent and decides in the consumer's favour in a substantial share of fraud cases.
- Forward scam texts to 7726 and scam emails to the national reporting service: both are free and lead to takedowns.
- Report to Action Fraud even where nothing was lost — the reference number is what links cases together.
Cost and coverage
Reporting, the ombudsman and the consumer service are all free.
Recent changes
The mandatory reimbursement rules that took effect in October 2024 reversed the previous position, under which banks routinely refused authorised-payment claims.
Where to go
- Action Fraud, or Police Scotland on 101 in Scotland.
- Your bank's fraud line, first and immediately.
- Financial Ombudsman Service, if reimbursement is refused.
- Citizens Advice consumer service, for free guidance.
Worth knowing
The reimbursement duty applies to payments between UK accounts. Transfers sent abroad, and cryptocurrency, fall outside it — which is exactly why scammers push victims towards both.
Official sources and links
- Action Fraud — national reporting centre, or 0300 123 2040
- Call 159 — Stop Scams UK: a safe number that connects you straight to your bank
- Forward scam texts to 7726 — free, on every major network
- Financial Ombudsman Service — free and independent if the bank refuses to reimburse
- Citizens Advice — free consumer guidance and template letters
- FCA Warning List — unauthorised firms and clones: check before any investment suggested online
- National Cyber Security Centre — alerts and guidance for individuals; report scam websites and emails
- GOV.UK — official portal for public services and rights
- legislation.gov.uk — the statute book as enacted and revised