Everything you need to get your money back.
Plain-English guides, deadline calculators, and ready-to-send letter templates for UK scam refund claims under the PSR Mandatory Reimbursement Scheme and the Financial Ombudsman Service. Free forever — no Claims Management Company.
Are you still in time? — Deadline Checker
Two statutory deadlines apply to scam refund claims. Enter your dates — find out if you are still in time to claim from the bank or escalate to the FOS.
What is APP Fraud? Authorised Push Payment Scams Explained
A plain-English explainer covering the legal definition, the most common variants, and why it is treated differently from card fraud and unauthorised payments.
The PSR Mandatory Reimbursement Scheme — Your Rights
Since October 2024, UK banks must refund APP fraud unless they can prove gross negligence. What that means in practice, the limits (£85,000), and the burden of proof on the bank.
The Scam Refund Process, Step by Step
From reporting the scam to your bank within hours, to filing the bank complaint, to the FOS escalation if refused — every stage walked through.
I Have Just Been Scammed — What Do I Do Right Now?
The first 24-hour playbook: contact the bank, contact the receiving bank, freeze the account, report to Action Fraud, and start the paper trail.
Bank Said No — Reading the Final Response Letter
How to decode a bank rejection letter, what counts as a "final response", and the 6-month FOS escalation clock that starts the moment you receive it.
Escalating to the Financial Ombudsman Service
When the bank refuses to refund, the FOS reviews the case independently — for free. How to escalate, how long it takes, and what the FOS looks at.
What Evidence Do You Need for a Scam Refund Claim?
Bank statements, screenshots, communications, scam websites, voice recordings — what to keep, how to organise it, and what convinces a bank or the FOS.
How Long Does a Scam Refund Take?
PSR rules require banks to respond within 5 working days for a decision; FOS typically takes 3–6 months. Realistic timelines and what affects them.
Do I Need a Claims Management Company?
Honest answer: no. CMCs charge 25-40% of any refund — you keep 100% if you do it yourself. The complaint and the FOS are designed for people without representation.
Bank Transfer Scams (APP Fraud)
Fake invoices, fake refunds, account-takeover impersonation. The most common APP fraud category — and the one banks must reimburse under the PSR scheme.
Investment Fraud — Crypto, Forex, Fake Brokers
Pig-butchering, cloned firm scams, social media trading "mentors". How the FCA defines investment fraud and how to claim against the bank that processed the payments.
Long-grooming relationship scams that end in a payment request. Recognised under PSR as in scope. Evidence to gather and how to frame the complaint.
Impersonation Scams (Bank, HMRC, Police)
"Safe account" calls, fake police investigations, HMRC tax refund texts. The most aggressive category — and one where banks rarely succeed in proving gross negligence.
Purchase Scams (Goods That Never Arrive)
Fake online shops, social media marketplace scams, holiday rentals that do not exist. Note: under £100 may be better routed via Section 75 chargeback.
Invoice Redirection / CEO Fraud
Business email compromise: a real invoice from a real supplier, but the bank details have been swapped. How to claim as a business or sole trader.
Loan fees, lottery prizes, inheritance unlocks — pay first, then nothing arrives. Almost always covered under PSR for retail customers.
Job and Recruitment Scams
Fake job offers that ask you to forward funds, buy equipment, or "set up payroll". Often unwitting money-mule recruitment — your refund rights and how to handle police involvement.
Deadline Checker (PSR + FOS)
Enter the date of the last fraudulent payment and the bank's final response. We tell you the exact dates of your two statutory deadlines.
Bank Complaint Letter Builder
Answer a few questions and get a fully drafted PSR-aligned complaint letter, ready to send to your bank's fraud team. Cites the right rules.
FOS Escalation Pack Builder
Once the bank says no, build the Financial Ombudsman complaint pack — covering letter, chronology, evidence index, and reasons the bank's decision is wrong.
Upload screenshots, statements, and communications — we organise them into a clean bundle the bank or FOS will actually read.
Refund Amount Calculator
Calculate what you can claim: principal loss, consequential losses, interest at the FOS reference rate (currently 8% simple), and distress and inconvenience awards.
Bank-by-Bank Complaint Process
Direct fraud-team email addresses, postal addresses, and online complaint portals for the major UK banks. Where to send your complaint and how long they have to respond.
The PSR Mandatory Reimbursement Scheme (Oct 2024)
The full rules: which banks are in scope, the £85,000 cap, the gross-negligence test, the 5-day response window, and the customer-standard requirements (police report, prompt notification).
FCA DISP Rules — How Bank Complaints Must Be Handled
The Dispute Resolution: Complaints sourcebook governs how banks investigate complaints — timescales, final response requirements, and what a "final response" must contain.
FOS Jurisdiction — Who They Cover and What They Award
Eligibility (consumer or micro-enterprise), the £430,000 award limit, the kinds of remedy (refund, compensation, distress), and the binding nature of FOS final decisions.
Contingent Reimbursement Model (CRM) Code
The voluntary code that ran 2019-2024, replaced by the PSR mandatory scheme. Still relevant for older claims and for banks that aren't in scope of the new PSR rules.
Section 75 vs APP Fraud Refund — Which Route?
When a credit card chargeback under Section 75 of the Consumer Credit Act is the better route, and when the PSR / FOS path is stronger.
Limitation Periods for Scam Refund Claims
PSR: 13 months from the last fraudulent payment to claim from the bank. FOS: 6 months from the bank's final response. After that, your statutory rights expire.
APP Fraud Complaint Letter Template
A plain-English PSR-aligned bank complaint letter template — what to claim, the rules to cite, and the response deadline.
FOS Complaint Letter Template
Template covering letter for a Financial Ombudsman complaint — chronology, why the bank's decision is wrong, what you want.
Holding Statement to Bank — Acknowledgement
A short letter to send to the bank's fraud team within 24 hours of being scammed, preserving evidence and putting them on notice.
DSAR / SAR Letter to Receiving Bank
A Subject Access Request letter to the bank that received your money — to obtain account holder details if you intend to pursue civil recovery.
Action Fraud Report — What to Include
How to report to Action Fraud (mandatory under PSR), what reference number you need, and how to share it with your bank to support the refund claim.
Scam Refund · Resources
Everything you need to get your money back.
Ready to file your refund claim?
The resources above are free forever. When you are ready to turn your case into a structured claim — with a drafted bank complaint, FOS escalation pack, and full evidence bundle — that is what Start My Claim is built for.