Bank refused your scam refund? Here’s what to do next

Request a detailed explanation in writing (a ‘final response letter’). The bank must explain specifically why they’ve rejected your claim and which grounds they’re relying on.

Common reasons include: claiming you were grossly negligent, saying you ignored fraud warnings, arguing the payment doesn’t qualify under PSR rules, or disputing the nature of the fraud. Understanding their reasoning is essential for building your challenge.

Many bank rejections rely on grounds that don’t hold up under the PSR framework. If they cite gross negligence, ask which of the four specific PSR scenarios applies. If they say you ignored warnings, check whether the warnings were specific and clear.

Banks sometimes apply the rules incorrectly or use generic reasoning that doesn’t reflect the specific circumstances of your case.

Before escalating, collect any additional evidence that supports your case. This includes communications with the scammer, bank statements showing the payments, your Action Fraud report reference, and any evidence of the scammer’s deception.

Also consider whether you have evidence of vulnerability (health conditions, age, emotional distress) that would entitle you to additional protections.

You have 6 months from the bank’s final response to submit a complaint to the FOS. Include the bank’s rejection letter, your evidence, and a clear explanation of why you believe the bank’s decision was wrong.

The FOS upholds 44-54% of APP fraud complaints. Having professional representation at this stage significantly improves the quality of your submission.

While you can pursue a claim yourself, professional representatives bring expertise in regulatory arguments, bank-specific strategies, and FOS procedures that can substantially improve your outcome.

A no-win, no-fee arrangement means there’s no financial risk to you — if the claim doesn’t succeed, you pay nothing.