Authorised Push Payment Scam Code


The APP Scam Code

Find out about the new Authorised Push Payment Scam Code

Add your signposting title here… Think you’ve been the victim of a scam? We can help you.

The new Authorised Push Payment (APP) Scam Code has been launched to help those who have lost money due to a scam.


Protection from fraud and scams


Technology advances bring many benefits, such as online and mobile banking. However, in an increasingly digital world, technology also allows fraudsters and scammers to become more sophisticated. 

That is why we were one of the founding members of a group of banks which established the new ‘Authorised Push Payment (APP) Scam Code’. The Code is voluntary and we have been a member since it launched back in May 2019. 

Add your signposting title here… What is an ‘APP scam’?

These scams occur when you are tricked into authorising a payment to an account that you believe belongs to a legitimate person or company, but it is in fact controlled by a scammer.


How the new APP Code will protect you


Under the new APP Code customers who are protected will be fully reimbursed if they fall victim to an APP scam, provided they did everything expected of them under the Code.


What we do to protect you against scams

As a bank, we already meet the requirements of the Code and have started introducing it into the way we work.

Here are some of the things we already do to protect you against scams:

  • In our Online banking and Mobile app there are now warnings & advice when you pay money to a new payee.
  • In higher risk circumstances we may perform additional checks on payments that you request, often getting in touch to check details and give advice on the signs of a scam.
  • We educate you through promotion of the industry Take 5 initiative to raise awareness of scams and how to deal with them.
  • Our colleagues are trained to spot payments which customers believe to be genuine but are actually scams.
Add your signposting title here… What to do if you think you are the victim of a scam

If you believe you have been the victim of a scam, or you are in contact with someone you think is trying to scam you, please contact our dedicated scams reporting line by calling 03457 424 365.

If you're outside the UK, please call: 0044 289 053 8033. 

Lines open 24 hours, 7 days a week. 


Helping you spot scams and keep yourself safe



We have a lot of advice on our website to help you understand common scams and what to look out for. Scammers are always changing tactics, so it's important to stay up to date with these. 

Frequently Asked Questions

I have been a victim of a scam previously and wasn’t refunded, can you now refund me?

The APP Scam Code does not apply to payments authorised before the new Code comes into force on 28 May 2019.  We will continue to review all scams on a case-by-case basis.

Will this change apply to Business and Commercial customers?

The APP Scam  Code applies to:

  • All personal customers
  • Charities with an annual income of less than £1 million 
  • Micro-enterprises – an enterprise which employs fewer than 10 people and whose annual turnover and annual balance sheet total does not exceed EUR 2 million. 


The APP Scam Code does not cover:

  • Any payments completed before the APP Scam Code  comes into force on 28 May 2019
  • Any disputes relating to unauthorised payments (such as where the customer has not consented to the payment) or other payments which are not related to an APP Scam. This is a fraud and will be covered by other regulation.
  • Commercial disputes, for example, where a customer has paid a legitimate supplier for goods, services or digital content but has not received them, or they are in some way defective.
  • Payments made overseas. The APP Scam Code applies to UK customers and UK Sterling payments only.

 How are you helping customers who are not protected by the APP Scam code?

Where our Corporate and Commercial customers are the victims of APP scams, we consider all cases carefully and help our customers, actively promoting awareness of scams and how to prevent them, such as our ongoing fraud roadshows, factsheets and our recent ‘Think Twice’ video'. We have an active fraud education and awareness programme with consultants who work directly with customers around the country.


How are you helping customers spot the signs of a scam? 

We are supporting customers by providing advice about key types of scams and the latest scams through our website and social channels. We educate our customers through the promotion of the industry Take 5 initiative to raise awareness of scams and how to deal with them. In higher risk circumstances, we perform additional checks on payments that customers request, often getting in touch to check details and give advice on signs of scam. 


There are now warnings and advice when customers pay money to a new payee using our mobile banking apps, online banking and in our Branch & call centres.  Since they were introduced into our digital channels, over 3 million customers have acknowledged these messages when making a payment to a new payee.



What type of APP scams will now be refunded?

The Code covers all APP scam types and we will work within the Code guidelines to review all scams on a case by case basis.  Examples of common APP scams include:


Impersonation scams - fraudsters convince customers they are speaking to bank staff, before convincing them to transfer money to a ‘safe account’ for their protection or customers are tricked into believing they are dealing with other official agencies, e.g. TV Licensing or HMRC, and send money to fraudsters instead.


Invoice scams - this happens when an individual, company or organisation is tricked into changing bank account details of a payee for a large payment. Criminals pose as regular suppliers to the individual, company or organisation and will make a formal request for bank account details to be changed.


Investment scams – target victims to hand over money for what appear to be legitimate investments with high rates of return. Since the pensions freedoms was introduced in April 2015, older people are particularly vulnerable to investment scams because they can access cash lump sums from pension pots.

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