Finding out you have been scammed can leave you unsure which call to make first. Perhaps you sent money to someone you trusted, approved a misleading payment or disclosed personal information. Scam victim rights in the UK depend on what happened and how you paid. Three priorities matter: prevent further harm, report the crime and pursue the correct refund route.
Act quickly to protect your money and accounts
Contact your bank, card issuer or payment provider immediately, using its official app or a verified telephone number. Explain that you suspect fraud and ask it to block further payments, secure your account and attempt to recover the money. Do this before completing a police report: speed can make a difference to recovery.
Change any exposed passwords from a trusted device, beginning with your email account. Enable two-factor authentication and inspect account recovery settings. If you installed remote-access software at a stranger’s request, disconnect that device and seek reputable technical help. Never send extra money to release a promised refund.
Save evidence without contacting the scammer again
Preserve messages, screenshots, payment references, bank statements, website details and the scammer’s contact information. Make a timeline showing when you were approached, what was promised and when money changed hands. Keep bank complaint numbers and notes of conversations. Scammers may delete profiles or messages, so save what exists, but avoid further engagement.
How to report a scam in the UK
For England, Wales and Northern Ireland, Report Fraud replaced Action Fraud in December 2025. Report fraud or cybercrime using the official Report Fraud service or call 0300 123 2040. In Scotland, contact Police Scotland on 101. Call 999 in an emergency. Reporting helps identify offenders and patterns; it does not itself guarantee repayment.
Forward scam emails to the National Cyber Security Centre at [email protected] and suspicious texts to 7726. Report suspected investment or pension scams to the Financial Conduct Authority. Citizens Advice can give consumer guidance and pass relevant reports to Trading Standards. For scam victim help UK services, these official routes are safer than paid recovery agents.
Understanding your fraud refund rights
Bank transfers you authorised because of deception
An authorised push payment, or APP, scam occurs when a criminal tricks you into making a bank transfer. Mandatory reimbursement protections apply to qualifying UK Faster Payments and CHAPS transfers made on or after 7 October 2024. Eligible individuals, microenterprises and charities can generally claim up to £85,000 per case, though providers may refund more.
Tell your provider promptly and normally within 13 months of the fraudulent payment. Qualifying claims are usually paid within five business days, although an investigation can extend this to a maximum of 35 business days. Providers may deduct up to £100, but the excess does not apply to vulnerable customers.
The rules do not automatically cover international transfers, cryptocurrency, cash or cards. An ordinary dispute with a genuine trader is not necessarily APP fraud. Claims may be refused in limited circumstances, such as proven complicity or gross negligence. Gross negligence is a demanding test and that exception does not apply to vulnerable customers.
Unauthorised payments and card purchases
If someone accessed your account and made a payment without consent, report it as an unauthorised transaction. Separate legal protections generally require reimbursement unless a relevant exception applies. Do not confuse an unauthorised payment with a transfer you approved after being deceived.
If you paid by debit or credit card for something that never arrived or was misrepresented, ask about chargeback. This is a card scheme process rather than an unconditional legal right; deadlines are often around 120 days. Section 75 of the Consumer Credit Act may cover qualifying credit card purchases costing more than £100 and up to £30,000. Eligibility depends on the transaction.
The details matter. Explore bank transfer scam refunds or chargeback rights in the UK when choosing your next steps; the payment method changes which remedy you should request.
Example: a convincing fake investment
Suppose a Manchester resident transfers £4,000 to someone posing as an investment adviser after seeing a professional-looking dashboard and promises of guaranteed returns. The platform then disappears. They should immediately tell the sending bank it may be an APP scam, supply the transfer reference and copies of the investment claims, and report the case to Report Fraud and the FCA. The bank must assess whether reimbursement rules apply. A stranger offering to recover the investment for an upfront fee may be running another scam.
What if the bank refuses to refund you?
Request written reasons and submit a formal complaint. Set out the timeline, identify warnings you received, explain any manipulation or pressure and specify the remedy you want. Describe circumstances that may have made you vulnerable so they can be assessed fairly.
Fraud and payment-services complaints generally require a response within 15 business days, or a final response within 35 business days if further investigation is necessary. If you disagree with the outcome or the response is overdue, the Financial Ombudsman Service may review the complaint for free. You normally have six months from the firm’s final response to refer your case.
The Ombudsman assesses the financial firm’s conduct; it cannot arrest criminals or promise a refund. For ongoing identity risks, check credit reports, contact lenders about unfamiliar applications and follow guidance on identity theft after a scam. Victim Support can help if the experience has affected your wellbeing.
Frequently asked questions
Must a UK bank refund every scam victim?
No. Mandatory rules cover eligible APP bank-transfer scams, but different protections apply to cards, unauthorised transactions and other payment methods. The facts determine the outcome.
Can I claim if I approved the transfer?
Yes, potentially. Approval alone does not prevent an APP scam claim. Tell your provider how you were deceived and request a reimbursement assessment.
Should I report a scam even when recovery seems unlikely?
Yes. Reporting can help investigators connect cases and creates a record. Use Report Fraud in England, Wales and Northern Ireland, or Police Scotland in Scotland.
Do I need to pay someone to recover stolen funds?
No. Bank complaints, official reporting and the Financial Ombudsman Service do not require a paid recovery agent. Treat guaranteed recovery offers and upfront fees with suspicion.
Taking the next step
Act promptly, secure your accounts and keep clear records. Report the scam, request the remedy suited to your payment and challenge an unsatisfactory decision through the proper complaints process. A refund is not assured, but you can insist that your case is considered fairly.