Victim of impersonation fraud?
You may be entitled to a refund.
Impersonation scams involve criminals posing as your bank, the police, HMRC, or other trusted organisations to trick you into transferring money. Your bank should have systems to detect and prevent these payments.
Check if you can claim →Free, no-obligation eligibility check. Takes 5 minutes.
Most
Distressing fraud type for victims
Up to £85k
PSR mandatory reimbursement cap
44-54%
FOS uphold rate for APP fraud
How IMPERSONATION FRAUD Works
Recognising impersonation fraud
Impersonation fraud is one of the most distressing types of APP scam because victims believe they are following instructions from a trusted authority. Criminals spoof phone numbers so calls appear to come from your bank, HMRC, or the police. They create convincing scenarios — your account has been compromised, you owe unpaid tax, or you need to move money to a ‘safe account’ — and pressure victims into making immediate transfers.
These scams exploit the trust people place in institutions. The criminals often have some of your personal details (from data breaches or social media), making the approach seem legitimate. They create urgency and fear, leaving victims little time to think critically about what is happening.
Common warning signs
Your Legal Rights
Why your bank may owe you a refund
When you fall victim to impersonation fraud, your bank has specific legal obligations. Here are the grounds we use to pursue your claim:
PSR mandatory reimbursement
Since October 2024, banks must reimburse eligible APP fraud victims up to £85,000 for payments via Faster Payments and CHAPS within 5 business days.
Failure to detect impersonation fraud patterns
Banks should identify transactions consistent with impersonation scams — such as urgent transfers to new payees, ‘safe account’ transfers, or payments immediately following a phone call. Banks should also have systems to detect when their own identity is being spoofed.
FCA Consumer Duty
Banks must act in customers' best interests and prevent foreseeable harm. Failure to detect impersonation fraud may breach this duty.
Financial Ombudsman escalation
If your bank refuses, the FOS can independently review and award up to £430,000. We handle the entire escalation process.
How It Works
How we recover your money
Tell us what happened
Complete our short form with details of the impersonation fraud and how much you lost.
We assess your claim
Our legal team reviews your case and identifies the strongest regulatory arguments for your specific situation.
We pursue your bank
We submit a formal complaint citing the specific obligations your bank has breached, and chase every deadline.
Resolution
If your claim succeeds, you receive your refund minus our agreed fee. If we don’t recover anything, you pay nothing.
Claim by Bank
Which bank did you send the payment from?
We handle impersonation fraud claims against all major UK banks:
Common Questions
Impersonation Fraud claim FAQ
Criminals use number-spoofing technology to make calls appear to come from your real bank’s phone number. This is exactly why banks have a duty to detect and prevent these scams through transaction monitoring and fraud warnings. The fact that the call appeared genuine is not your fault — it demonstrates the sophistication of the fraud.
This is a classic tactic used in impersonation scams. Being told to keep the transaction secret from your real bank is itself a strong indicator of fraud that your bank’s systems should be designed to detect. It does not count against you in a claim.
We operate on a no-win, no-fee basis under a Damages-Based Agreement. If your claim is unsuccessful, you pay nothing. If we recover funds for you, our fee is a percentage of the amount recovered. The exact percentage is clearly explained before you sign anything, as required by SRA regulations.
The PSR mandatory reimbursement scheme applies to payments made within 13 months. For older cases, the Financial Ombudsman can consider complaints up to 6 years from the event, or 3 years from when you became aware. We can assess your eligibility during the free initial review.
Fallen victim to impersonation fraud?
Free eligibility assessment. No obligation. Takes 5 minutes.
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