What is an APP scam?
Every year thousands of people are victims of authorised push payment (APP) scams. An APP scam is when you’re tricked into paying money to someone who isn’t genuine or for a different purpose from what you meant the payment to be for; because it seems convincing, it’s easy to get caught out.
As of the 7th October 2024, you’re protected by new rules from the Payment Systems Regulator, that make sure financial companies refund customers who are victims of APP scams.
Which payments are covered under the new rules?
Payments made using Faster Payments or CHAPS in the UK.
Claims up to a maximum of £85,000.
In most cases, if you raise a claim with us, we’ll aim to make a decision on your claim in 5 business days. However, in some cases we may need extra time and a decision, including any refund that you are due, which may take up to 35 business days.
A £100 excess could apply to any eligible claim you make, meaning we wouldn’t refund this amount of money if the claim is successful. For example, if you make a claim of £500, you may only get £400 back. Additionally, if your claim is under £100 you may not get any money back, however it’s important you still report the scam to us.
We’ll take your personal circumstances into account and where they have a material impact on your ability to protect yourself from the scam, the excess will not apply.
Which payments are not covered under the new rules?
Payments made using cash, a cheque, or a credit, debit, or prepaid card
Transactions where you have a genuine disagreement with the person or company you’re paying. For example, if you’ve paid a retailer or business but you’re not satisfied with the product or service you received
APP scams where the final payment was made more than 13 months before you report it
Payments you’ve made to another account that you control
International payments
Payments you’ve made to an account with a credit union, municipal bank, or a national savings bank (a state-owned savings bank in the UK)
If the payment you made is unlawful. For example, if the payment was for an illegal item.
Where you have acted fraudulently yourself – including if you’ve lied or misrepresented your circumstances for financial gain
Where you have not, through gross negligence, met one or more of the measures in the Consumer Standard of Caution. We’ll take your personal circumstances into account and where any personal circumstance has had a material impact on your ability to protect yourself from the scam, this won’t impact your claim.
More information can be found on the Payment Systems Regulator’s website, and within the Consumer Guide to APP Fraud (PDF, 1.5MB) provided by UK Finance.
The Consumer Standard of Caution
Under the new rules, you’re expected to take certain steps before and after making a payment.
You must:
Follow any specific warnings given by us, the police or another law enforcement agency that you’re at risk of being a victim of a scam.
Tell us promptly if you think you’ve been a victim of a scam.
Share any information we reasonably ask you for to help with your claim.
Report the scam to the police or allow us to report it on your behalf.
If you have other accounts open with NatWest Group, then you can find additional guidance on how to protect yourself against scams by clicking the link below.