How to make a claim and the exclusion list

If you fall victim to APP fraud, it’s important to know the claims process and limits.  

We’ve included below a quick guide on how to submit a claim, eligibility criteria, and key exclusions to help ensure your claim is processed smoothly. 

Who do I contact? 

For Personal Savings Customers, please call us on 0345 604 2678 between Monday to Thursday, 8am to 8pm, Friday, 8am to 6:30pm, Saturday, 9am to 5pm, Sunday, 10am to 4pm and closed bank holidays.     

What is the deadline for submitting an APP fraud claim? 

You must submit your reimbursement claim within 13 months of the final fraudulent payment. 

The current maximum limit that can be claimed is £85,000.

Are there any exclusions where claims won’t be reimbursed? 

Yes, claims will not be reimbursed in the following cases: 

• If the claimant committed fraud or was grossly negligent 
• Payments made before 7 October 2024, or made more than 13 months after the final payment 
• Transactions outside the UK 
• Payments made via non-bank systems, cheques, or cash 
• Payments made to an account you control 
• Civil disputes 
• Payments through credit unions, municipal banks, or national savings banks. 

To learn about what you should look out for from an Authorised Push Payment (APP) scammer, please click the button below.