If you have sent money to a scammer, speed matters. Your bank may be able to stop or recover the payment, and many victims of authorised push payment scams are entitled to reimbursement under rules introduced in 2024, subject to exceptions. This guide sets out what to do in the first hours and days.
Step by step
Contact your bank immediately
Call your bank using the number on the back of your card or call 159 to reach many UK banks. Explain that you have been scammed and give the date, amount and payee details. Ask what they can do to stop or recover the payment and how their reimbursement process works.
Stop further contact with the scammer
Do not reply to the scammer or send more money, even if they promise a refund or threaten you. Be wary of 'recovery' services that contact you offering to get your money back for a fee, as these are often scams too. Block their numbers and accounts.
Report the fraud
Report the scam to Report Fraud, the national service for England, Wales and Northern Ireland, or to Police Scotland on 101 if you are in Scotland. Note your crime reference number. Your bank may ask for it.
Secure your accounts and devices
Change passwords for any accounts the scammer may have accessed, starting with email and banking, and turn on two-step verification. If you installed software at the scammer's request, get your device checked. Tell your bank if you shared card details or security codes.
Keep evidence
Save screenshots of messages, emails, adverts and websites, along with payment confirmations. Write a timeline of what happened while it is fresh in your memory. This will help your bank and the police.
Follow up and escalate if needed
If your bank refuses reimbursement or you disagree with its decision, make a formal complaint. If you are still unhappy after its final response, you can take your complaint to the Financial Ombudsman Service free of charge. Citizens Advice can help you prepare.
Ready-to-use checklist
- Bank contacted and payment details given
- Contact with the scammer stopped
- Scam reported and reference number noted
- Passwords changed and two-step verification turned on
- Screenshots and payment evidence saved
- Written timeline completed
- Complaint made if reimbursement refused
Practical tips
- Tell family and friends what happened, as scammers sometimes target people close to victims.
- Consider checking your credit file in the weeks after the scam for any signs of identity fraud.
- Being scammed is not a sign of foolishness; scams are designed by professionals to be convincing.
Common problems
I paid by bank transfer to someone I thought was genuine.
This is an authorised push payment scam. Report it to your bank immediately, as reimbursement rules may apply.
I paid with cryptocurrency or gift cards.
Recovery is much harder, but still report it to your bank, the platform or retailer, and Report Fraud as soon as possible.
My bank says I was grossly negligent.
Ask for the reasons in writing and consider complaining to the Financial Ombudsman Service if you disagree.