Fraud claim as a vulnerable person
If you were particularly vulnerable at the time you were scammed — due to health, age, emotional distress, or any other factor — the law provides enhanced protections that significantly strengthen your claim.
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What counts as vulnerability
Vulnerability is not a fixed category — it’s assessed based on your circumstances at the time of the fraud. Relevant factors include: physical or mental health conditions, cognitive impairment, age, limited digital literacy, emotional distress (especially in romance scams), bereavement, financial difficulties, and any other factor that made you more susceptible.
You don’t need a formal diagnosis. The assessment considers your real-world circumstances at the time the payments were made.
How vulnerability strengthens your claim
Under PSR rules, if you were particularly vulnerable to the specific type of scam, your bank must reimburse you regardless of whether you met the consumer standard of caution. The £100 excess cannot be applied.
Your bank is also expected to have had additional safeguards in place — proactive steps to detect and protect vulnerable customers. If they failed to do this, it significantly strengthens your case.
Many victims don’t realise they qualify
Vulnerability doesn’t mean weakness. Many people don’t recognise that their circumstances qualify. Were you going through a difficult time? Were you isolated or lonely? Were you dealing with a health issue? Were you unfamiliar with online banking or technology?
Our team works with you sensitively to identify any relevant vulnerability factors and ensures they’re properly documented in your claim.
Key points
- Vulnerability is assessed on your specific circumstances at the time of the fraud
- Vulnerable consumers must be reimbursed regardless of the standard of caution
- No £100 excess applies to vulnerable consumers
- Banks should have had additional safeguards to protect you
- You don’t need a formal diagnosis — real-world circumstances matter
Common Questions
Fraud claim as a vulnerable person FAQ
You don’t necessarily need medical evidence. We document your circumstances at the time of the fraud — your health, emotional state, digital literacy, isolation, or any other relevant factors. The bank must consider these when assessing your claim.
Vulnerability isn’t about how you see yourself. It’s about whether your circumstances at the time made you more susceptible to that specific type of scam. Many people who don’t consider themselves vulnerable nonetheless qualify for enhanced protections.
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.
Fraud claim as a vulnerable person?
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