Problems With Your Bank

Unauthorised transactions

If money leaves your account without your authorisation, tell your bank straight away. For most unauthorised payments you are entitled to a refund unless your bank can show you acted fraudulently or with gross negligence. Acting quickly protects you and helps your bank investigate.

Scams and reimbursement

If you have been tricked into sending money to a fraudster by bank transfer, you may be entitled to be reimbursed. Since 7 October 2024, banks and payment firms must reimburse most victims of authorised push payment (APP) scams made by Faster Payments, up to a maximum of £85,000 per claim, usually within five business days. Report it to your bank and to Action Fraud without delay — you normally have 13 months to claim.

Our guide to fraud and scams explains how the reimbursement scheme works, the limited exceptions, and how to complain if your bank refuses.

How to complain

Complain to your bank first, setting out clearly what went wrong and what you want it to do. The bank has up to eight weeks to give a final response. If it does not resolve things, or you disagree with its decision, you can refer the complaint to the Financial Ombudsman Service, which is free and independent. You normally have six months from the bank’s final response to do this.