One year of the APP scam refund rules: are victims actually getting their money back?

The mandatory authorised push payment reimbursement rules have improved outcomes since 7 October 2024. Payment Systems Regulator data showed firms returned 88% of the money victims claimed, compared with 66% over the equivalent earlier period. However, the £85,000 cap and exclusions mean some losses remain uncovered. Where the rules do not resolve a case, scam recovery options may be worth assessing.

What the rules cover

APP fraud occurs when a criminal deceives you into authorising a transfer to an account they control. The rules generally cover qualifying UK-to-UK payments made through Faster Payments or CHAPS. They protect consumers, microenterprises and eligible charities.

They do not ordinarily cover international transfers, cash, card payments, cryptocurrency, civil disputes or payments to another account you control. Claims should be reported within 13 months of the final scam payment. The guide to whether money sent by transfer, card or crypto can be recovered explains why the payment route matters.

What the evidence shows

The independent evaluation published by the Payment Systems Regulator in July 2026 found that the monthly value of APP fraud over Faster Payments fell by about 21%, equivalent to £73 million a year. It estimated around 34,800 fewer cases annually.

Across all confirmed APP fraud losses, including out-of-scope cases, reimbursement increased from 54% before implementation to 65% afterwards. Separately, 84% of claims were resolved within 5 business days and 97% within 35 business days. The 97% figure describes resolution speed, not the proportion paid.

Why claims can be refused

Mandatory reimbursement is capped at £85,000 per scam, although firms may pay more voluntarily. A provider can apply an excess of up to £100, except where a customer is vulnerable. Reimbursement may be refused where the customer was complicit or acted with gross negligence, which is a high threshold.

If your bank rejects or underpays a claim, complain formally and provide messages, screenshots and payment records. You can then approach the Financial Ombudsman free of charge.

Act quickly and avoid further fraud

Contact your bank immediately and ask it to trace or recall the payment. Preserve evidence and follow what to do in the first 48 hours. Investment and cryptocurrency cases may need extra evidence, as explained in fake investment platforms.

Recovery room scams target previous victims with guaranteed-recovery claims or upfront-fee demands. Check regulatory status and read how scam recovery services work before instructing anyone.

Get help

Claim First can assess scam losses that were refused, exceeded the cap or fell outside the standard rules. Its service is offered on a no-win, no-fee basis with no upfront charge; published success fees are 15% to 30% plus VAT. The company also assists with mis-sold car finance, payday loan refunds and housing disrepair claims.