Losing your hard-earned savings to a scam is devastating. What makes it worse is the confusion that follows: banks rejecting claims, complicated rules, and little guidance on what to do next.
Always have it in mind reclaimexpert recovery is here to help, guide and reclaim your lost fund to scams.
If you’ve been targeted in a bank transfer scam — commonly known as an Authorised Push Payment (APP) scam — this guide explains your rights in the UK, the steps you should take immediately, and how to improve your chances of getting your money back.
What Is an Authorised Push Payment (APP) Scam?
An APP scam happens when a fraudster tricks you into sending them money yourself. Because you technically authorised the payment, banks may initially argue that they’re not responsible for refunding it. However, that isn’t the full picture — many victims are entitled to refunds under UK regulations.
Common APP scams include:
- Investment scams promising unrealistic returns via crypto, trading platforms, or property schemes.
- Romance scams where someone builds trust online before asking for financial help.
- Purchase scams involving fake sellers who disappear after payment.
- Impersonation scams where criminals pose as trusted organisations such as your bank, HM Revenue and Customs, or the police.
APP fraud is one of the fastest-growing types of financial crime in the UK. According to UK Finance, £1.17 billion was stolen through banking fraud and scams in 2024, with £451 million linked to authorised fraud — the category that includes APP scams.
The good news? Consumer protections have strengthened, and victims now have clearer rights than ever before.
Why Recovering Your Money Can Be Challenging
Even where regulations support victims, banks don’t always make the process straightforward. Some customers are told:
- “There’s nothing we can do.”
- “This is a civil matter.”
- “You authorised the payment.”
These responses can feel final — but they often aren’t. Many successful refund cases begin with an initial rejection.
First Steps to Take After Discovering a Scam
Act fast. The sooner you respond, the better your chances of recovery.
1. Contact Your Bank Immediately
Ideally, report the scam within 24 hours.
Provide:
- The date and amount of the transfer
- Details of the receiving account
- Any supporting evidence (emails, screenshots, texts)
Your bank should:
- Attempt to trace and recall the funds
- Contact the receiving bank
- Open a case and provide you with a reference number
If the money moved between different banks (for example, from Santander to Monzo), both institutions should cooperate in the investigation.
Many major UK banks follow the Contingent Reimbursement Model (CRM) Code, which outlines when victims should be reimbursed.
2. Report the Scam to Action Fraud
Make a report to Action Fraud online or by calling.
This creates an official record and may strengthen your claim during any dispute process.
How Banks Assess Refund Claims
Under the CRM Code, banks are generally expected to refund victims who:
- Took reasonable care
- Were genuinely deceived
- Did not act with “gross negligence”
You may have a stronger case if:
- The bank failed to provide adequate scam warnings
- The fraud was sophisticated
- You acted quickly once you realised something was wrong
Each bank applies these standards slightly differently. A rejected claim is not necessarily the end of the road.
How to Make a Formal Complaint
If your bank denies or delays your refund, you can submit a formal complaint.
Include:
- Your case reference number
- A clear timeline of events
- All supporting documentation
The bank has up to eight weeks to issue a final response.
If you’re dissatisfied with the outcome — or if eight weeks pass without resolution — you can escalate the case.
Taking Your Case to the Financial Ombudsman
The Financial Ombudsman Service (FOS) provides an independent review of disputes between consumers and financial institutions.
You can approach the FOS if:
- Eight weeks have passed since your complaint, or
- You’ve received a final response you disagree with
The Ombudsman will consider:
- What checks your bank carried out
- Whether you were properly warned
- Whether your actions were reasonable in the circumstances
Many victims secure full or partial refunds at this stage — particularly where evidence shows they acted in good faith.
Evidence That Strengthens Your Claim
The quality of your evidence can significantly influence the outcome. Gather:
- Screenshots of conversations, emails, or fake websites
- Bank statements showing the transfer
- Records of communication with your bank
- Confirmation of your Action Fraud report
- Notes of phone calls
A well-documented paper trail demonstrates that you acted responsibly and were genuinely misled.
How Long Does the Process Take?
Refund claims can take time:
- Initial bank review: around 15 business days
- Formal complaint stage: up to 8 weeks
- Ombudsman review: typically 3–6 months (longer for complex cases)
Persistence and organised documentation often make a crucial difference.
Real-World Success Stories
Refund outcomes can change — even after initial rejection.
In one case, a victim lost £17,935 in a cryptocurrency investment scam. After their claim was initially rejected, the case was escalated and appealed. The final outcome resulted in a refund of £26,925, including interest accrued during the waiting period.
Cases like this show that persistence — and understanding the process — can pay off.
Final Thoughts
Being scammed can feel overwhelming. But in the UK, consumer protections are increasingly designed to support victims rather than penalise them.
If you act quickly, gather strong evidence, and follow the formal complaints process when necessary, recovering your money is often possible.
If you’ve been affected by a bank transfer scam, don’t assume a rejection is the end. Many successful claims start with “no” — and end with a refund.