Get your money back after a bank transfer scam

The short version

• If a scammer tricked you into sending money by bank transfer between UK accounts on or after 7 October 2024, your bank usually has to refund you.
• Tell your bank straight away, then report the scam. You must claim within 13 months of your last payment to the scammer.
• If your bank refuses, complain to it, then to the Financial Ombudsman Service for free.

What the law says

This guide is for people, very small businesses and charities who sent a bank transfer to a scammer on or after 7 October 2024, from one UK account to another. Here, 'your bank' means the bank or payment firm you sent the money from.

Under the Payment Systems Regulator's rules (full rules):

• your bank has to refund you up to £85,000 for each claim
• your bank can take off up to £100 first, unless you're vulnerable
• you must claim within 13 months of your last payment to the scammer
• your bank must usually refund you within 5 business days of your claim

In some cases your bank can pause the 5-day deadline, for example if it needs more information from you. It must still decide your claim within 35 business days of you reporting the scam.

If you've just sent money to a scammer

Contact your bank straight away. Use the phone number on your card or statements, not one the scammer gave you.

If your bank asks for more information, check the request really comes from your bank, then reply.

Keep a record of messages, calls and payment details.

If the refund rules might not cover you

Ask your bank for a refund anyway. If it refuses, you can still complain to it, then to the Financial Ombudsman Service.

You won't get a refund under these rules if:

• you were part of the fraud
• you were 'grossly negligent', which means much more than just not being careful
• your problem is with a genuine seller, for example about faulty goods or goods it didn't deliver
• you sent money to another account in your own name, even if a scammer then moved it
• you sent money to or from an account outside the UK
• you sent the money from or to an account with a credit union, municipal bank or national savings bank

If you were vulnerable to the scam, your bank can't refuse to refund you by saying you were grossly negligent. If your bank refuses to refund you because it says you were grossly negligent, it has to prove it.

These rules don't cover payments by card, cash or cheque. If you paid by card, ask your card provider if it can get your money back.

If your bank refuses to refund you

Complain to your bank in writing and keep a copy.

Your bank has 15 business days to reply to your complaint. In exceptional cases it can tell you it needs longer, but it must reply within 35 business days. If you're not happy with its final response, or it hasn't replied in time, you can complain to the Financial Ombudsman Service for free.

You need to contact the ombudsman within 6 months of your bank's final response.

What you can do

1. Contact your bank straight away and ask for a refund.
2. Report the scam to Report Fraud if you live in England, Wales or Northern Ireland. In Scotland, report it to Police Scotland on 101.
3. If your bank refuses, or hasn't decided your claim within 35 business days of you reporting the scam, complain to your bank, then to the Financial Ombudsman Service.

If it was an investment scam, read our guide on how to check a firm is authorised before you invest. You can also report a scam ad or profile to the social media platform.

Don't pay anyone who contacts you offering to get your money back for an upfront fee. The FCA says this is a recovery room scam.

Contact the Citizens Advice consumer service if you're not sure what to do next. In Scotland, get consumer help from Advice Direct Scotland. In Northern Ireland, contact Consumerline.