New rules for app scams

From 7 October 2024, new UK rules for victims of APP scams are coming.

 

  • What is an APP scam?

    Every year thousands of people are victims of APP scams. An APP (authorised push payment) scam is when you’re tricked into paying money to someone who isn’t genuine or for a different purpose from what you meant.  Because it seems convincing, it’s easy to get caught out.

  • Who is protected under the new rules?

    • All personal clients
    • A microenterprise which is a business (or a group of businesses of which it forms part) whose annual turnover and/or balance sheet total does not exceed €2million (or the equivalent in sterling) and employs fewer than ten people.  Coutts Small Business Clients who meet this microenterprise criteria are also protected.
    • a charity whose annual income is less than £1m

  • What’s covered under the new rules?

    From 7 October 2024, you’re protected by new rules from the Payment Systems Regulator. They make sure financial companies like us refund customers who are victims of APP scams. They cover:

    • payments made using Faster Payments or CHAPS in the UK
    • Claims up to a maximum of £85,000

    A £100 excess could apply to any eligible claim you make, meaning we wouldn’t refund this amount of money if the claim is successful.  For example, if you make a claim of £500, you may only get £400 back. If your claim is under £100 you may not get any money back, however it’s important you still report it to us.

    In most cases we’ll aim to make a decision on your claim in 5 business days. However, in some cases we may need extra time and a decision, including any refund that you are due, may take up to 35 business days.

    If you think you’ve been a victim of an APP scam up to and including 6 October 2024, we’ll continue to investigate all scams on a case-by-case basis as we do today.

  • What’s not covered under the new rules?

    • Payments made using cash, a cheque, or a credit, debit, or prepaid card.
    • Where you have a genuine disagreement with the person or company you’re paying. For example, if you’ve paid a retailer or business but you’re not satisfied with the product or service you received. 
    • APP scams where the final payment was made more than 13 months before you report it.
    • Payments you’ve made to another account that you control.
    • International payments.
    • Payments you’ve made to an account with a credit union, municipal bank, or a national savings bank (a state-owned savings bank in the UK).
    • If the payment you made is unlawful. For example, if the payment was for an illegal item.
    • You’ve acted fraudulently yourself – including if you’ve lied or misrepresented your circumstances for financial gain.
    • You have not, through gross negligence, met one or more of the measures in the Consumer Standard of Caution, set out below.

More information can be found on the Payment Systems Regulator’s website

The Consumer Standard of Caution

Under the new rules, you’re expected to take certain steps before and after making a payment. 

You must:

  • follow any specific warnings given by us, the police or another law enforcement agency that you’re at risk of being a victim of a scam
  • tell us promptly if you think you’ve been a victim of a scam
  • share any information we reasonably ask you for to help with your claim
  • report the scam to the police or allow us to report it on your behalf.

 

Quick links

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If you are unhappy with the outcome of your claim

Feedback is key to enhancing the Coutts experience. We take any dissatisfaction regarding our service seriously, and manage all client concerns in a timely and efficient way. To view our Complaints Policy, visit the Important Information page and select Coutts Complaint Handling Policy from the dropdown menu.