How to Get Your Money Back After a Scam

A Complete UK Financial Recovery Guide

Getting scammed is gut-wrenching. The shame, the anger, the panic. But here's the thing you need to hear right now: you are not alone, and you may be able to get your money back.

This guide walks you through every route available to UK scam victims. Read what applies to your situation. Act fast — some of these options have strict deadlines.

Quick Reference: Which Route Should You Take?

Your Situation	Best Route	Time Limit
Paid by debit card	Chargeback	120 days from when you noticed the problem
Paid by credit card (£100–£30,000)	Section 75	6 years (or 6 months after bank's final response)
Bank transfer / APP scam (after 7 Oct 2024)	APP Reimbursement (CRM)	13 months from payment
Bank transfer / APP scam (before 7 Oct 2024)	CRM Code (if bank signed) or Ombudsman	Varies
Any, if bank rejects your claim	Financial Ombudsman Service	6 months from bank's final response
Identity theft concerns	Cifas Protective Registration	Apply ASAP

1. Chargeback — For Debit and Credit Card Payments

What Is It?

A chargeback is not a legal right — it's a scheme run by Visa, Mastercard, and American Express that lets you reverse a payment when something goes wrong. If you paid by debit card, this is your best option.

When Can You Use It?

The goods never arrived
The goods were faulty or not as described
The company went bust before delivering
The transaction was unauthorised (fraud)
You were charged twice or the wrong amount
The merchant refused to refund you

How to Request a Chargeback

Step 1: Contact your bank or card provider. Say "I want to raise a chargeback under the Visa/Mastercard chargeback scheme."

Step 2: Provide evidence — receipts, emails, screenshots, proof the merchant didn't deliver.

Step 3: The bank investigates. If successful, the money is returned to your account.

Key Numbers

Time limit: 120 days from when you became aware of the problem (not from the transaction date)
No minimum spend: Works for any amount
No maximum: But practical limits apply per card scheme
Banks do not have to do this — it's a voluntary scheme, but most UK banks participate

⚠️ Warning

There's no legal requirement for banks to offer chargeback. Most do. If your bank refuses, escalate to the Financial Ombudsman Service.

2. Section 75 of the Consumer Credit Act 1974

What Is It?

Section 75 is a legal right that makes your credit card provider equally responsible if something goes wrong with a purchase. This is the most powerful consumer protection in the UK.

When Does It Apply?

The item cost between £100 and £30,000
You paid at least some of it on a credit card (even £1 on the card covers the whole amount up to £30,000)
The card provider is based in the UK
The purchase was for goods or services (not cash, gambling, or certain investments)

What Can You Claim?

If the goods are faulty, not delivered, or the company scammed you, the credit card company is jointly liable. You can claim back:

The full cost (up to £30,000)
Damages for distress and inconvenience
Interest

How to Make a Section 75 Claim

Step 1: Call or write to your credit card provider. Quote "Section 75 of the Consumer Credit Act 1974."

Step 2: Explain what happened and provide evidence.

Step 3: The card provider investigates. They must respond within 8 weeks.

Step 4: If they reject, escalate to the Financial Ombudsman Service.

Key Numbers

Minimum spend: £100 (per item, not per transaction)
Maximum spend: £30,000
Time limit: 6 years from the date of the transaction (or 6 months from the bank's final response letter)
Joint liability: The card company is equally responsible with the merchant

What Does NOT Qualify?

Items under £100 (use chargeback instead)
Items over £30,000 (some protection may still apply for part-credit-card purchases — seek advice)
Purchases through third-party payment processors (like PayPal — PayPal has its own dispute process)
Cash withdrawals
Gambling transactions

💡 Pro Tip

Even if you only put a small deposit (£50) on a credit card and paid the rest by debit card, Section 75 can still cover the entire purchase up to £30,000. The credit card company is liable for the full amount.

3. APP Fraud Reimbursement (Contingent Reimbursement Model)

What Is It?

Authorised Push Payment (APP) fraud is when you're tricked into sending money by bank transfer. From 7 October 2024, the Payment Systems Regulator (PSR) made it mandatory for banks to reimburse most APP fraud victims.

This replaces the old voluntary CRM Code. It's now the law.

What's Covered?

All types of APP fraud: Impersonation scams, romance scams, invoice fraud, investment fraud, purchase scams — everything
Faster Payments and CHAPS transfers between UK bank accounts
Claims up to £85,000
Individuals, microenterprises, and charities

What to Expect

Report it immediately to your bank — within 13 months of the payment
Expect reimbursement within 5 business days of making your claim
If the bank needs more time, they can "stop the clock" but must decide within 35 business days
You must report it to Action Fraud (or consent to your bank reporting it)
Respond to bank requests for information promptly

The £100 Excess

Some banks may apply an optional £100 excess. This cannot be applied to vulnerable customers. If your bank tries to apply it and you're vulnerable, push back.

When You WON'T Get Your Money Back

You were complicit in the fraud
You were grossly negligent (this is a high bar — not just "you should have known better")
The payment was over £85,000 (you can claim the rest via the Ombudsman, whose limit is £455,000)
You took longer than 13 months to report it
The payment was to a non-UK account

Banks Covered

All UK payment firms that handle Faster Payments or CHAPS must comply — including high street banks, building societies, and e-money firms. Credit unions, municipal banks, and NS&I are excluded.

❓ What About Scams Before October 2024?

If the scam happened before 7 October 2024, the old voluntary CRM Code applies. Not all banks signed up. If your bank rejects you, go straight to the Financial Ombudsman Service.

4. Financial Ombudsman Service — Escalating Your Claim

What Is It?

The Financial Ombudsman Service (FOS) is a free, independent service that settles disputes between consumers and financial businesses. They're the referee when your bank says no.

When Should You Escalate to the FOS?

Your bank rejects your chargeback, Section 75, or APP fraud claim
Your bank doesn't respond within 8 weeks
You're unhappy with the amount offered
The bank applies a £100 excess unfairly
Any dispute with your bank, credit card company, insurer, or other financial firm

How to Complain

Step 1: You must complain to the financial business first. Give them a chance to resolve it.

Step 2: Receive their final response letter. This is crucial — it starts the clock.

Step 3: Go to financial-ombudsman.org.uk and submit your complaint online. It's free.

Step 4: They assign a case handler who investigates.

Step 5: If needed, an Ombudsman makes a final decision.

Key Numbers

Time limit: 6 months from the date of the bank's final response letter
FOS response time: Initial contact within 7 days; case allocation in 1–2 months
Award limit (as of April 2026): £455,000 for complaints after 1 April 2019
Cost to you: Zero. It's completely free.
Interest: 8% simple per year on compensation amounts

What the Ombudsman Can Do

Order the bank to refund your money in full
Award compensation for distress and inconvenience (typically £50–£5,000 depending on severity)
Order the bank to pay interest
Recommend the bank do more (e.g., correct your credit file)

💡 Important

The Ombudsman's decision is binding on the bank but not on you. If you don't like the decision, you can reject it and go to court. If you accept it, it's final and the bank must comply.

5. Cifas Protective Registration

What Is It?

Cifas is the UK's fraud prevention service. Protective Registration places a warning flag on your credit file that tells banks and lenders to carry out extra checks before issuing credit in your name.

When Should You Apply?

Apply immediately if:

Your identity has been stolen
Your personal documents (passport, driving licence) have been lost or stolen
Your address has been used by fraudsters
You've been a victim of identity fraud
You want to proactively protect yourself after a data breach

How to Apply

Go to cifas.org.uk
Apply for Protective Registration (fee applies)
Provide identification and explain why you need it
The flag stays on your file for two years

What It Costs

£25 for a two-year registration
Free for some vulnerable customers (check with Cifas)

What It Protects Against

Someone opening bank accounts in your name
Someone taking out loans, credit cards, or mobile phone contracts in your name
Someone changing the address on your existing accounts
Identity takeover attempts

What It Does NOT Do

It does NOT prevent you from getting credit — it just means extra checks
It does NOT affect your credit score
It does NOT replace a credit freeze (the UK doesn't have those)

🔑 Important

After falling victim to a scam, always check whether any new credit accounts have been opened in your name. Get your credit reports from Experian, Equifax, and TransUnion (all free through services like ClearScore, Credit Karma, or MSE Credit Club).

6. Template Letter — Requesting a Chargeback or Section 75 Claim

Use this letter to formally request a chargeback or Section 75 claim from your bank or credit card provider. Send it by recorded delivery or secure email and keep copies.

Send to: Your bank or credit card provider's complaints department Subject: Formal complaint — chargeback/Section 75 claim — [Transaction date]

Dear Sir/Madam,

Account holder name: [Your full name] Account number: [Your account number] Sort code: [Your sort code] Card number (last 4 digits): [XXXX-XXXX-XXXX-1234] Transaction date: [Date of payment] Transaction amount: [£XX.XX] Merchant name: [Company you paid] Transaction reference (if known): [Reference number]

Request

I am writing to formally request a [chargeback] OR [Section 75 claim under the Consumer Credit Act 1974] in relation to the above transaction.

What happened

On [date], I paid [amount] to [merchant] using my [debit/credit] card for [what you bought]. This transaction was fraudulent / the goods never arrived / the goods were not as described / the company has ceased trading. [Delete as appropriate and explain in your own words.]

[Add details: When you discovered the problem, any attempts to contact the merchant, any reference numbers, etc.]

Why I am entitled to a refund

[Choose one or more:]

The goods/services were not provided as described (Consumer Rights Act 2015)

The transaction was not authorised by me

The merchant has failed to respond to my contact attempts

Under Section 75 of the Consumer Credit Act 1974, you are jointly liable for this purchase

The Visa/Mastercard chargeback rules apply to this transaction

Evidence enclosed

I attach the following evidence:

Receipt/confirmation of the transaction

Correspondence with the merchant

Evidence that goods were not received / were faulty

Screenshots of relevant communications

What I am requesting

A full refund of £[amount] to my account.

Deadline for response

Please acknowledge this complaint within 5 working days. Under Financial Conduct Authority rules, you must provide a final response within 8 weeks. If I do not receive a satisfactory outcome, I will refer this matter to the Financial Ombudsman Service.

I look forward to your prompt response.

Yours faithfully,

[Your full name] [Your address] [Your phone number] [Your email] [Date]

7. Template Letter — APP Fraud Reimbursement Request

Use this if you were tricked into making a bank transfer.

Send to: Your bank's fraud department Subject: APP fraud claim — urgent — [Transaction date]

Dear Sir/Madam,

Account holder name: [Your full name] Account number: [Your account number] Sort code: [Your sort code]

I am writing to report an Authorised Push Payment (APP) scam and to request reimbursement under the PSR Mandatory Reimbursement Requirements (effective 7 October 2024).

Transaction details

Date of payment: [Date]

Amount: [£XX.XX]

Recipient name: [Name of fraudster's account]

Recipient sort code: [XX-XX-XX]

Recipient account number: [XXXXXXXX]

Payment reference: [What you put]

How I was scammed

[Describe what happened. For example: I received a phone call from someone claiming to be from my bank's fraud team. They said my account had been compromised and told me to transfer my money to a "safe account." I now realise this was a scam.]

When I discovered it

[Date and time you realised it was a scam]

Action taken so far

[ ] I have reported this to Action Fraud (reference: [number]) [ ] I have reported this to the police (crime reference: [number]) [ ] I consent to the bank reporting this to the relevant authorities

Vulnerability (if applicable)

I consider myself a vulnerable customer because: [e.g., age, disability, recent bereavement, mental health — explain if comfortable]

Request

Under the PSR's mandatory reimbursement requirements, I am entitled to reimbursement within 5 business days. Please process this claim urgently.

If my claim is rejected, please provide a full explanation in writing. I will escalate to the Financial Ombudsman Service if necessary.

Yours faithfully,

[Your full name] [Date]

8. Important Time Limits — Cheat Sheet

Route	Time Limit	Notes
Chargeback	120 days from noticing the problem	Not from transaction date — from when you knew
Section 75	6 years from transaction	But act quickly; evidence gets harder
APP Reimbursement (PSR)	13 months from payment date	Report immediately for best chance
Complain to bank first	As soon as possible	8 weeks max for their response
FOS escalation	6 months from bank's final response	Miss this and you may lose your right
Cifas Protective Registration	ASAP after identity theft	Lasts 2 years
Contact Action Fraud	Within 24–48 hours	Not mandatory for reimbursement but strongly recommended
Notify bank of unauthorised transaction	Immediately	Delay can reduce your protection

⚠️ Critical Warning

Don't wait. These deadlines are strict. The Ombudsman may still investigate after the 6-month limit in "exceptional circumstances" (serious illness, etc.), but don't rely on it. Act now.

9. Step-by-Step: What to Do Right Now

🚨 Day 1: Act Immediately

Call your bank's fraud department — use the number on the back of your card or their official website, not a number the scammer gave you
Tell them exactly what happened — be honest, even if you feel embarrassed
Ask about your specific route: chargeback, Section 75, or APP reimbursement
Change all your passwords — banking, email, social media
Report to Action Fraud — online at actionfraud.police.uk or call 0300 123 2040

📋 Week 1: Follow Up

Send a formal letter (use the templates above) by recorded delivery
Gather all evidence — screenshots, emails, bank statements
Check your credit report — use ClearScore (Equifax), Credit Karma (TransUnion), and MSE Credit Club (Experian) — all free
Apply for Cifas Protective Registration if identity was stolen

⏳ 8 Weeks: Escalate If Needed

If the bank rejects your claim or doesn't respond within 8 weeks, complain to the Financial Ombudsman Service
You have 6 months from their final response letter — don't miss this

10. Additional Resources

Organisation	What They Do	Contact
Action Fraud	UK's national fraud reporting centre	actionfraud.police.uk / 0300 123 2040
Financial Ombudsman Service	Free dispute resolution	financial-ombudsman.org.uk / 0800 023 4567
Citizens Advice	Free consumer rights advice	citizensadvice.org.uk / 0808 223 1133
Victim Support	Emotional support for crime victims	victimsupport.org.uk / 0808 168 9111
MoneyHelper	Free financial guidance	moneyhelper.org.uk / 0800 138 7777
Cifas	Fraud prevention	cifas.org.uk
StepChange	Free debt advice	stepchange.org / 0800 138 1111

Final Word

Don't blame yourself. Scammers are professional criminals. They know exactly how to push your buttons. The shame and embarrassment you feel is exactly what they're counting on — it stops you from acting, and that's how they get away with it.

The law is on your side. The PSR, the FCA, and the Financial Ombudsman all exist to protect people like you. But you have to act. The clock is ticking on most of these remedies.

Print this guide. Send the letters. Call the numbers. You have options, and you deserve to get your money back.

You can do this.

Last updated: 6 June 2026 For: CyberAware UK — Protecting the UK from fraud, one person at a time