Will NatWest Refund Scammed Money?
If you’ve lost money to a scam from your NatWest account, you’re probably wondering whether NatWest will give you your money back. The short answer: under current UK law, NatWest is required to reimburse eligible APP fraud victims in most cases. But banks still reject claims — and that’s where we can help.
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Up to £85k
PSR reimbursement
Up to £430k
FOS maximum
44-54%
FOS uphold rate
When NatWest must refund you
Since 7 October 2024, the PSR mandatory reimbursement rules require NatWest to refund eligible APP fraud victims up to £85,000 within 5 business days. This applies if your payment was made via Faster Payments or CHAPS to another UK account.
NatWest can only refuse if they can prove you were ‘grossly negligent’ — a very high legal bar. Simply being tricked by a sophisticated scam does not meet this threshold.
NatWest is also a signatory to the voluntary CRM Code, which provides additional protections for fraud victims and evidences their commitment to industry standards of care.
Common reasons NatWest refuses refunds
Despite the mandatory reimbursement rules, NatWest still rejects claims. Common reasons include:
Claiming you were ‘grossly negligent’ — but this only applies in 4 specific PSR scenarios, and many banks misapply it.
Saying you ignored fraud warnings — but the warnings must have been specific and clear, not generic pop-ups.
Arguing you didn’t meet the consumer standard of caution — but the burden of proof is on NatWest, not you.
Claiming the payment method isn’t covered — but Faster Payments and CHAPS are both covered under PSR rules.
What to do if NatWest refuses your refund
A rejection from NatWest is not the final word. You can:
Request a detailed final response letter explaining their specific grounds for refusal.
Escalate to the Financial Ombudsman Service within 6 months of the final response. The FOS upholds 44-54% of APP fraud complaints and can award up to £430,000.
Seek professional representation to strengthen your case. A well-prepared complaint citing specific regulatory obligations is significantly harder for NatWest to dismiss.
How we help with NatWest fraud claims
We handle the entire claims process against NatWest on your behalf. We review your case, identify the strongest regulatory arguments, submit the complaint, chase deadlines, and escalate to the Financial Ombudsman if needed. No win, no fee — if we don’t recover your money, you pay nothing.
Common Questions
Will NatWest refund your money?
Under PSR rules, NatWest must respond within 5 business days (or 35 days if they invoke stop-the-clock). If we escalate to the Financial Ombudsman, that typically takes 6–12 months.
The PSR rules cover APP fraud where you transferred money via Faster Payments or CHAPS. This includes investment scams, romance fraud, impersonation scams, purchase fraud, and more. If you paid by credit card, Section 75 of the Consumer Credit Act may also apply.
The PSR cap is £85,000, but the Financial Ombudsman can award up to £430,000. For losses above the PSR cap, FOS escalation or legal action may be appropriate. We assess the best route for your specific case.
Will NatWest refund you?
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