The scam refund process, step by step.

From the first call to your bank, through the formal PSR complaint, to a Financial Ombudsman decision. Here is exactly what happens, in what order, and how long each stage takes.

Report to your bank — within hours

Call the number on the back of your card. Use the words "I have been the victim of authorised push payment fraud" — that triggers the right internal process. Get a reference number, ask for the receiving bank to be contacted to attempt to freeze any remaining funds, and ask for written confirmation of the report by email.

Report to Action Fraud

Make the report at actionfraud.police.uk (or 0300 123 2040), or to Police Scotland on 101 if you live in Scotland. The crime reference number is required by the PSR scheme. Save the confirmation email — your bank may ask for it.

Lock down your accounts

Change passwords, freeze cards if you shared card details, and run a fraud check at all three credit reference agencies (Experian, Equifax, TransUnion). If you sent identity documents to the scammer, file a CIFAS protective registration.

Build the evidence bundle

Save bank statements showing the payments, screenshots of any messages or websites, voice notes, the original adverts or emails that led you to the scam, and any communications you have had with your bank. Keep originals; never edit them. A neat, chronological bundle convinces faster than a pile of attachments.

File the formal PSR complaint

Write to the bank’s fraud team (or use its online complaint form) citing the PSR Mandatory Reimbursement Scheme. State the date and amount of each fraudulent payment, the scam type, and that you require reimbursement under the scheme. The bank then has five working days to decide.

Wait for the bank decision

The bank must reimburse or write to you within five working days. It can extend by up to 35 working days for further investigation, but only if it tells you within the first five days. If reimbursed, the money lands back in your account and the matter is closed.

If refused: read the final response carefully

A refusal must come in a final response letter that quotes its own grounds and your right to escalate to the Financial Ombudsman Service within six months. Note the date — that six-month clock is unforgiving.

Escalate to the Financial Ombudsman

File at financial-ombudsman.org.uk. Send a covering letter that takes the bank’s reasons one by one and explains why each fails. Attach the evidence bundle and a chronology. The FOS will acknowledge within a few weeks; substantive review typically takes 3–6 months.

Receive the FOS decision

A FOS investigator issues a view; either side can ask for an Ombudsman final decision. If the Ombudsman finds for you, the bank must pay the principal, interest at 8% simple per year from the date of loss, and any compensation for distress and inconvenience. Final decisions are binding on the bank if you accept them.

If the loss exceeds the cap: civil recovery

For losses above £85,000 (or £455,000 at FOS — the current Ombudsman award limit), or against the receiving account holder personally, civil recovery may be open. A Subject Access Request to the receiving bank can identify the account holder; from there a money claim or freezing injunction is a separate route — usually with a solicitor.

How quickly do I have to report the fraud?

As fast as you possibly can. The PSR scheme requires you to report within 13 months of the last fraudulent payment, but every hour matters because the receiving bank may still be able to freeze the funds. Make the call to your own bank first, before doing anything else.

Do I need to report it to the police?

Yes — to Action Fraud (or Police Scotland). It is a customer-standard requirement of the PSR scheme that you have a crime reference number. Action Fraud will not investigate your specific case in most instances, but the report is still required.

How long does the whole process take?

If the bank refunds at the first stage, it can be done in five to six weeks. If the case has to go to the Financial Ombudsman, expect three to nine months end-to-end. Cases involving multiple banks, large sums, or unusual scam types take longer.

Do I have to pay anything?

No. The bank complaint is free. The Financial Ombudsman is free for consumers. There is no court fee. You may choose to use a paid service to assemble the paperwork (we charge a fixed £49), but the process itself is designed for unrepresented consumers.

Can I claim on my own without help?

Yes. Around half of FOS APP fraud complaints are filed by the consumer directly. The Ombudsman explicitly does not give weight to whether a claim is professionally drafted — it weighs the evidence and the law. Help is for speed and clarity, not legitimacy.

What if the bank ignores my complaint?

Under the FCA’s DISP rules a bank has eight weeks to give you a final response to any complaint. If it does not, you can refer the case to the Financial Ombudsman immediately on the basis of that failure alone — you do not have to wait any longer.

Scam Refund · Getting Started

The scam refund process, step by step.

The good news, if there can be good news in this situation, is that the process is well-defined. UK APP fraud refunds run on three statutory rails: the bank’s own complaint procedure under FCA DISP rules, the PSR Mandatory Reimbursement Scheme that came into force in October 2024, and the Financial Ombudsman Service that backstops both. You do not need a lawyer and you do not need a Claims Management Company. You do need to move quickly, keep records, and follow the steps in order.

Why the order matters

Call your bank first — before the police, before Action Fraud. Only your bank can contact the receiving bank to freeze funds, and that window closes fast. Every hour that passes reduces what can be recovered. Action Fraud takes longer to file and does not need to happen in the first sixty minutes. Lock down your other accounts and credit files while you wait on hold.

Found this page weeks after the scam?

You are still in time. The PSR deadline is 13 months from the last fraudulent payment. The FOS deadline is six months from the bank’s final response. The money frozen at the receiving bank is probably gone — but your refund comes from your sending bank, not from the fraudster. You do not need a freeze to claim. Skip to step 5 and file the formal complaint now.

What moves a case from slow to fast

Three things. A clean, chronological evidence bundle the bank’s handler can read in fifteen minutes. A covering letter that names the rule — the PSR scheme, the Confirmation of Payee duty, the DISP timescales — so no one has to look it up. And a willingness to escalate the moment a deadline is missed. Banks move faster on claims that are obviously ready for the Ombudsman.

Ready to start the process?

We draft your PSR-aligned bank complaint and walk you through Financial Ombudsman escalation for a fixed £49. The right rules cited.

Not legal advice. This guide is for general information only. For advice specific to your circumstances, consult a regulated legal professional or contact Citizens Advice.