APP Scams Reimbursement

Claim Submission

  • The Payment Systems Regulator (PSR) in the UK has implemented updated reimbursement guidelines for qualifying victims of authorised push payment scams (APP Scam Reimbursement Rules), effective from 7 October 2024.
  • According to these rules, if you are a consumer, micro-enterprise, or charity and have fallen victim to an authorised push payment scam on or after this date, you may be entitled to submit a reimbursement request to your payment service provider, with a maximum claim amount of £85,000.
  • To lodge an APP Scam reimbursement request with XlentPay, kindly complete this online form. Before doing so, please review the following information carefully, as only claims that satisfy all regulatory criteria will be considered.
  • Refer to the details below for eligibility requirements, possible reasons for rejection, and submission guidance for claims to XlentPay.

What Is an APP Scam?

An Authorised Push Payment (APP) scam — also referred to as a bank transfer scam — occurs when an individual or organisation is tricked into sending money to a fraudster’s account. Fraudsters often impersonate a trusted individual or entity, such as a service provider, supplier, family member, or friend.

These scams commonly begin through communication by phone, text, or email, during which the scammer provides misleading details such as fake payment instructions or invoices. Victims are usually persuaded to make urgent payments under pressure or fabricated time constraints.

Fraudsters use psychological tactics to pressure victims, such as creating urgency, threatening penalties or legal action, or giving false assurances of security and legitimacy. Once the funds are transferred, the scammer quickly removes them, making recovery difficult.

Am I Eligible to Submit a Claim If I’ve Been Targeted by an APP Scam?

If you were a victim of an APP Scam from 7 October 2024 onward, you may be eligible to submit a claim provided that:

  • You are a consumer, micro-enterprise, or charity.
    • “Consumer” refers to an individual using payment services under the Electronic Money Regulations 2011 and Payment Services Regulations 2017 for personal rather than business purposes.
    • “Micro-enterprise” refers to a business with fewer than 10 employees and an annual turnover or balance sheet total not exceeding €2 million (or the equivalent).
  • You hold an account with XlentPay.
  • The payment was authorised by you and sent from your XlentPay account to another party in UK.
  • The recipient account is not under your control.
  • The transfer was completed via the Faster Payments System or CHAPS.
  • The funds were either sent to the wrong person due to deception, or you were misled about the purpose of the payment.
  • The transaction was made within 13 months of the date on which you are submitting your claim.

If your claim meets all the above and no exceptions under the APP Scam Reimbursement Rules apply, reimbursement (as determined through investigation) will be processed within five (5) working days of receipt—unless a longer timeframe is permitted under the relevant rules.

Note: If you are not classified as a vulnerable customer, a deductible of up to £100 will apply and will be subtracted from your reimbursement.

Can My Claim Be Rejected?

Your APP Scam reimbursement claim may be denied if:

  • It does not meet the conditions listed under “Am I Eligible to Submit a Claim”.
  • The claimed amount exceeds £85,000.
  • The payment involves credit unions, municipal banks, or national savings banks.
  • The consumer standard of caution exception is applicable (unless you qualify as a vulnerable customer — see below).
  • The amount in question is already part of a civil case or legal dispute.
  • You were knowingly involved in fraud (e.g. first-party fraud).
  • The claim itself was submitted dishonestly or with fraudulent intent.
  • Any other applicable legal or regulatory grounds (including those from PSR, Pay.UK, or relevant authorities) require us to reject it.

Please note that this list is not exhaustive. Each case is evaluated individually in accordance with the APP Scam Reimbursement Rules, and approval depends on full compliance with all regulations.

What Is the Consumer Standard of Caution Exception?

This exception defines the level of care that customers are expected to exercise. If a customer fails to meet this standard due to gross negligence, their reimbursement claim may be rejected.

Customers are expected to:

  • Pay attention to alerts or advice from their payment service provider or relevant authorities (e.g. law enforcement).
  • Notify their payment service provider promptly upon discovering or suspecting the scam.
  • Supply any necessary information to assist in the assessment of their claim.
  • Report the incident to the police or permit the provider to do so on their behalf.

This exception does not apply if the customer was considered vulnerable at the time of the transaction.

How Do I Submit an APP Scam Claim?

Starting 7 October 2024, eligible customers can complete the online APP Scam claim form, provided all criteria listed above are met.
Please be aware that, during the investigation, we may need to share your personal information (e.g. name and account details) with the recipient’s payment provider.

To file your claim with XlentPay, complete the form available here: https://xlentpay.com/whistleblower.
If you are dissatisfied with the outcome, you may follow our standard complaints procedure by contacting us at [email protected].

How Can I Protect Myself from APP Scams?

To reduce the risk of APP scams, we advise the following precautions:

  • Be wary of unsolicited communications offering investment opportunities or requesting urgent payments. Always verify the source using official contact details.
  • Confirm unexpected calls or messages directly with the organisation, using publicly available contact information.
  • If pressured to send money quickly, pause and reconsider before proceeding.
  • Report any suspected scams to the appropriate authorities. Additional resources are available at Stop Scams UK.

What Other Types of Fraud Should I Be Aware Of?

Cyber Fraud
Cyber fraud involves deceitful activity online, often targeting individuals or companies to obtain sensitive information. Methods include phishing, identity theft, hacking, and malware.
Examples include deceptive emails, counterfeit websites, and ransomware. Prevention includes updating software, using strong passwords, enabling two-factor authentication, and avoiding suspicious links or attachments.

Account Takeover
This type of fraud occurs when a criminal gains unauthorised access to a user’s account, often through phishing or social engineering. Once inside, the fraudster may withdraw funds or lock out the rightful account holder.
Preventive steps include using multi-factor authentication, watching for unusual login activity, educating users about security, and having a response plan in place.

CEO Email Fraud
Also known as business email compromise, this occurs when attackers impersonate a CEO or senior executive to mislead employees into transferring money or revealing confidential data.
Such scams can result in large financial losses and reputational harm.