Authorized Push Payment (APP) reimbursement

An Authorized Push Payment (APP) fraud/scam occurs when you willingly transfer money to fraudsters who deceive you by posing as a genuine person or business. It can result from various types of fraud, such as investment fraud, romance scams, email compromise, holiday scams, help a friend or family member scams, or someone posing as your bank or another trusted organization.

Please refer to the Security Zone area to read more about the different fraud/scam typologies.

Under the APP Scam reimbursement scheme, eligible payments that have resulted in you becoming a victim of an Authorized Push Payment (APP) scam will be assessed for reimbursement, provided you have met all the requirements of the scheme. There are exclusions that would make a payment ineligible, which are outlined below.

The APP Scam Reimbursement applies to:

• Individuals (Personal customers)
• Charities (with an annual income of less than £1 million)
• Micro-enterprises (an enterprise that employs fewer than 10 people and whose annual turnover and annual balance sheet total do not exceed £2 million)
• Claims raised for Faster Payments or CHAPS payments made after October 7, 2024
• Claims related to an in-scope payment made within the last 13 months starting November 2025

The APP Scam Reimbursement does not cover:

• Payments completed before October 7, 2024
• Unauthorized payments (where you have not authorized or consented to the payment)
• Commercial/civil disputes (e.g., where you have paid a legitimate supplier for goods, services, or digital content but have not received them, or they are defective in some way)
• International payments (only GBP UK payments made via Faster Payment or CHAPS are covered)
• Clients who have been grossly negligent when making their payments (for more information, please see standards of caution and gross negligence)
• Claims made for reimbursement where you have made and received the payment

Limits and Excess:

• Limits set in line with PSR and the Bank of England
• Each claim, following an investigation and review, will be assessed to determine whether a £100 excess charge is to be applied

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

• Warnings & Advice: In our online banking and mobile app, there are now warnings and advice when you pay money to a new beneficiary/recipient.
• Additional Checks: In higher-risk circumstances, we may perform additional checks on payments that you request and may get in touch to verify details.
• Education: We educate you through regular fraud awareness communications via social media platforms and email.
• Confirmation of Payee: This service validates the UK sort code and bank account information of a payee before sending payments. It serves as an extra layer of protection and helps prevent payments from being sent to unverified payee accounts, reducing the risk of sending payments to the wrong account holder. Customer Support: Our colleagues are available to help verify payments that customers believe to be genuine but may be scams.

Find out more about our approach to fraud on our Security Zone page.

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

Visit our Security Zone homepage for more advice on how to stay safe and secure

If you believe you've been the victim of a scam, or you're in contact with someone you think is trying to scam you, please contact us immediately.

Eligible customers are still expected to be cautious when making their payments. This includes the following:

• Paying attention to warnings provided by Moneycorp or national bodies.
• Contacting us as soon as possible if you become aware or suspect you have been a victim of a scam.
• Helping us investigate your claim by providing any information you have regarding the payment and the suspected scam.
• Reporting the scam to the relevant body yourself or allowing us to do so on your behalf, providing us with the details of your report.

Customers who have not followed the above steps when making their claim may be deemed to have acted negligently.

Please note: We may reject your claim if we believe your actions have been grossly negligent.

If you believe you've been the victim of a scam, or you're in contact with someone you think is trying to scam you, please contact us immediately.