If I typed in the payment details and confirmed it myself, doesn't that mean it's authorised and therefore my responsibility?

Authorising the payment is what makes it Authorised Push Payment fraud in the first place — it's the defining feature of the scam type, not evidence of fault. The mandatory reimbursement scheme starts from the position that you should be refunded, and only two narrow exceptions can change that.

My bank says I ignored a warning. What if I don't remember seeing one?

Ask your bank to show you exactly what warning it says you saw and when. If it can't produce something specific, clear, and timely to the actual payment, that weakens its position considerably. Banks sometimes point to generic terms and conditions or app-wide messaging that would not meet the legal standard for an 'effective' warning.

Is there a difference between an APP fraud warning and general anti-scam advice on my bank's website?

Yes, and it matters. General advice pages, leaflets, or onboarding material are not tied to a specific payment and generally do not meet the bar for an effective warning. The warning has to relate to the type of risk present in your actual transaction and appear at the point you were making it.

What counts as being a vulnerable customer for this exception?

It's broader than many people expect: age, health conditions, bereavement, financial pressure, or simply being under acute stress at the time of the scam can all be relevant. If any of this applied to you, raise it explicitly in your complaint — firms are required to take it into account.

What if my bank refuses and I don't agree with either reason given?

You don't have to accept the refusal. Ask for the bank's final response in writing, then escalate to the Financial Ombudsman Service, which is free and independent. It routinely reviews and overturns bank decisions on gross negligence grounds, including arguments about warnings.

How long does an authorised push payment refund take?

Normally within 5 business days of your claim. The bank can pause the clock to ask you for more information, but it must reach a decision within 35 business days.

Can my bank refund a payment if I was scammed by card?

Not under this scheme. It covers Faster Payments and CHAPS transfers between UK accounts. Card, cash and cheque payments have their own, separate protections.

Can I get a refund if the scam happened before 7 October 2024?

The mandatory scheme only covers payments made on or after 7 October 2024. For earlier payments you can still complain to your bank and then the Financial Ombudsman Service, which decides what is fair and reasonable.

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I Authorised the Payment Myself. Does That Mean I Can't Get a Refund?

You authorised the payment, but you can usually still get an authorised push payment refund. The reimbursement rules, the exceptions and …