Authorised Push Payment scams

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What is an Authorised Push Payment scam?

Authorised Push Payment (APP) scams happen when someone else dishonestly tricks you into sending them money and;

  • they’re not who they say they are; or
  • the money won’t be used for the purpose you intended.

The name comes from the fact that you’ve ‘pushed’ the money to them under false pretences.

From 7 October 2024, you may be entitled to a refund if you’ve fallen victim to an APP scam and meet certain criteria. You’ll be able to claim up to £85,000 for each individual scam case.

You may be eligible for a refund if:

  • You’re a victim of an APP scam;
  • You’re an individual, microenterprise or a charity; 
  • You made your APP scam payment by CHAPS or Faster Payments; and
  • The payment was sent within the UK.

You won’t be able to claim if:

  • You have behaved fraudulently yourself, such as providing inaccurate or misleading details to the bank;
  • We believe you have acted with gross negligence;
  • You made your claim before 7 October 2024, or more than 13 months after the final payment to the scammer;
  • You made a payment to a non-UK bank account;
  • You didn’t send the money using CHAPS or Faster Payments;
  • You gave the scammer cheques or cash; or
  • You moved money to another account you control before sending it to the scammer.

The rules don't cover:

  • Civil disputes
  • Payments sent or received by credit unions, municipal banks and national savings banks.

What to do if you want to claim

- Handelsbanken.se

Please contact your branch or Customer Connect (0800 470 8000) in the first instance.

We recommend that you come to us directly, rather than use a claims management company. These firms won’t improve your claim’s chances of success, won’t be able to recover any more money, may mean your claim takes longer to process and you’ll incur a fee.

We’ll assess every claim on a case-by-case basis.

If you’re unhappy with how we’ve handled your claim, you have the right to make a complaint, including taking your case to the Financial Ombudsman Service.