What are the exclusions to making a claim?

The new regulations only apply to fraudulent payments made between UK bank accounts on or after 7 October 2024. If your claim relates to a payment made before that date, you won’t be able to claim for reimbursement. You should submit your claim as soon as you can, and no later than 13 months after the final fraudulent payment was made. 

You also won’t be able to get your money back as part of the new regulations if the payment in question:

• Was made by cash, cheque, or a credit, debit or prepaid card or any other payment system besides Faster Payments and CHAPS

• Relates to a civil dispute: for example, you’re trying to get your money back from a genuine seller or retailer because you’re not happy with the goods or services you’ve received 

• Wasn’t made within the UK (payments sent overseas aren’t covered)

• Wasn’t made with sufficient care (unless you have proven vulnerabilities – to find out more, take a look at our FAQ ‘What protections are in place for vulnerable customers?’)

• Was made in the knowledge that it was fraudulent you must not have lied or misrepresented your circumstances for financial gain

• Was made between accounts that are both yours

• Was unlawful, for example, to buy something that’s illegal

• Was made to and from an account with a credit union, municipal bank, or a national savings bank

In addition, we’ll apply a £100 excess to a successful claim, so if you have a claim for £1000, you’d be reimbursed £900.