Will Santander Refund Scammed Money?
If you’ve lost money to a scam from your Santander account, you’re probably wondering whether Santander will give you your money back. The short answer: under current UK law, Santander 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 Santander must refund you
Since 7 October 2024, the PSR mandatory reimbursement rules require Santander 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.
Santander 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.
Santander 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 Santander refuses refunds
Despite the mandatory reimbursement rules, Santander 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 Santander, not you.
Claiming the payment method isn’t covered — but Faster Payments and CHAPS are both covered under PSR rules.
What to do if Santander refuses your refund
A rejection from Santander 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 Santander to dismiss.
How we help with Santander fraud claims
We handle the entire claims process against Santander 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 Santander refund your money?
Under PSR rules, Santander 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 Santander refund you?
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