Authorised Push Payment (APP) Scams – helping you stay safe

At Bath Building Society we’re committed to helping protect our Members from fraud and scams, and we are here to support you, should you ever be targeted. New regulatory requirements came into effect from 7th October 2024 meaning that victims of an Authorised Push Payment (APP) scam can claim the money back.

For more information, please speak to one of our Savings colleagues and they will be happy to provide further guidance.

What is an authorised push payment scam?

An Authorised Push Payment (APP) scam is when a fraudster tricks you into transferring money to them. There are many different types of APP fraud, and you could be contacted in a number of ways, such as by telephone, SMS text, by email or through social media. The person contacting you will often pretend to be someone else, and these interactions can be extremely convincing.

What you need to know

Here are the key points:

If you make a Faster Payment or CHAPS payment to another Bank or Building Society account in the UK and find out it was a scam, you should be able to get your money back.
You must make a claim within 13 months of the final payment being made to a fraudster as part of the same scam.
The maximum reimbursement limit is £85,000 per claim.
Eligible claims will be paid within five working days, although this can be extended to 35 days if we need more time to investigate.
We might deduct up to a maximum of £100 from the amount we pay to you, to cover our costs to investigate the claim.

What happens when you make a claim?

We’ll ask you to give us as much information, or evidence, as possible to help us determine if you have been scammed, we will then:

Work with any other Banks or Building Societies to investigate.
Try to get the money back from the scammer’s account.
If we can’t get the money back, we will reimburse you up to a maximum of £85,000 per claim.

However, we may reject your claim if:

You acted fraudulently or were part of the scam.
You made a payment to a scammer before 7th October 2024.
You don’t provide us with the information we asked for to help us investigate your claim, or you refuse to report the scam to the Police.
You have not taken enough care to protect yourself against scams.

How to protect yourself from scams

You need to show that you have been careful and cooperative enough to protect yourself against scams. Here’s how you can protect yourself:

Warnings from us – pay attention to warnings about suspected scam attempts from your Building Society.
Tell us at once – let us know straight away if you think you’ve been scammed.
Share information with us – share information about the scam with us when we ask for it.
Make a Police report – you should give us permission to report the scam details to the Police.

We will assess every claim on a case-by-case basis, taking your personal circumstances into consideration.

When you might not get your money back

Here are some examples of when you might not get your money back. The list below is not complete, and we will assess every claim on a case-by-case basis. You might not get your money back when you have:

Committed fraud.
Not taken enough care to protect yourself against scams.
Made a payment to a fraudster before 7th October 2024.
Made payments that are sent and received outside the UK.

Types of Frauds & Scams to be aware of:

Discover various types of fraud and scams below. Learn how to safeguard yourself and your finances. Once you’re familiar with these tips, share them with your friends and family to help keep them protected too. Awareness can go a long way in preventing fraud.

Doorstep scams
An unexpected visitor offers services or repairs you don’t need, often claiming they’ve spotted an issue with your home, such as the roof, and offering to fix it for an inflated price or cash payment.
Warning signs:
- A stranger knocks at your door claiming urgent repairs are needed for your roof or driveway.
- They ask for upfront payments before the work is done.
- You’re encouraged to withdraw money from the bank while they set up.
- They “find” additional issues that require more money immediately.
How to protect yourself:
- Don’t be pressured into making a decision at the door – take time to think it through and consult someone you trust.
- Only let people into your home if they are expected or trusted individuals.
- Never reveal your PIN or let anyone convince you to hand over your bank card, financial information, or cash.
- Always check their credentials by contacting the company directly – using a number or details you find, not ones they provide.
- If you feel threatened, call 999. For non-emergency situations, contact the Police on 101.
Holiday scams
These scams include fake holiday listings and misleading “deals,” often involving refunds for cancelled trips or fake holiday bookings. Scammers use phishing emails, spoof calls, and fake websites to deceive people.
Warning Signs:
- Deals that seem ‘too good to be true’
- Fake booking sites mimicking legitimate companies, with small changes in their URLs.
- Emails offering unbeatable travel deals that redirect you to fraudulent sites
How to protect yourself:
- Be cautious of unrealistically low prices
- Do your research – check reviews, verify addresses and only book with trusted travel companies
- Always use secure payment methods recommended by travel providers.
- For purchases over £100, use a credit card for added protection.
- Avoid clicking on links from unsolicited emails or social media posts – type the web address directly into your browser.
Impersonation scams
Scammers pose as trusted entities, like banks, building societies, the police, or delivery services, to trick you into giving financial details or making payments. They may use ‘spoofing’ to mimic the number or email of a legitimate organisation.
Warning signs
- Unsolicited calls, texts, or emails requesting immediate action regarding your finances.
- Urgent messages claiming your money is at risk or your account will be blocked if you don’t respond.
- Slightly altered sender details that don’t quite match the legitimate source.
How to protect yourself:
- Most reputable companies won’t ask for immediate transfers or your full PIN or password.
- If in doubt, contact the organisation directly using official contact information.
- Don’t grant remote access to your computer after unsolicited calls.
- Report suspicious emails to report@phishing.gov.uk and scam texts to 7726.
Investment scams
Scammers lure people into fake investments in property, gold, or cryptocurrencies, offering opportunities that seem lucrative but turn out to be fraudulent.
Warning signs:
- Unsolicited offers of investment opportunities.
- Pressure to invest quickly without thorough research.
- Logos or company names that seem slightly off from legitimate businesses.
How to protect yourself:
- Use the FCA’s ScamSmart tool to verify investment opportunities.
- Check companies on the FCA’s Financial Services Register.
- Never feel rushed into making an investment; scams often create a sense of urgency.
- Consider seeking independentprofessional advice before making large investments.
Invoice & mandate scams
Criminals pretend to be a company or service provider you regularly deal with, instructing you to send payments to a new account, which is fraudulent.
Warning signs:
- Notification of a change in bank details from a familiar service provider.
- Duplicate invoices or more frequent billing than usual.
How to protect yourself:
- Always confirm new bank details with the service provider before sending payment.
- If paying a new recipient, start with a small amount and check they received it.
- Question any unexpected changes in payment details.
Advance Fee scams
You’re asked to pay upfront fees for prizes, loans, or services that turn out to be fake.
Warning signs:
- You’re unexpectedly asked to pay for goods, prizes or services.
- Claims that fees are refundable or serve as deposits.
- You face pressure to pay quickly.
How to protect yourself:
- Be cautious of unexpected requests for money, especially when you haven’t entered a competition.
- Verify the legitimacy of any employer or company before paying fees.
- Report suspicious websites or job offers to JobsAware using their online reporting tool.
Online shopping scams
Criminals set up fake online stores or auction listings to trick you into paying for non-existent goods. These scams often involve stolen images and fraudulent websites.
Warning signs:
- Offers of heavily discounted goods that seem too good to be true.
- Requests to pay by bank transfer rather than secure payment methods.
- Fake receipts or invoices from fraudulent websites.
How to protect yourself:
- Be wary “too good to be true” offers.
- Use secure payment methods like credit cards, which offer consumer protection.
- Always verify the authenticity of the website and read reviews before making a purchase.
QR (Quishing) scams
Fraudsters create fake QR codes that redirect you to fraudulent sites, where they collect your personal or financial information.
How to protect yourself:
- Only scan QR codes from trusted sources and avoid entering sensitive information if you’re unsure of the destination.
- If a QR code looks tampered with or has been stuck over an original, avoid scanning it.
Romance scams
You’re tricked into sending money to someone you’ve met online, often via dating apps or social media. Scammers build fake relationships to gain your trust before asking for financial help.
Warning signs:
- A fast-developing online relationship with someone you’ve never met in person.
- Requests to move conversations off the original platform.
- Inconsistent stories or refusal to video call or meet in person.
How to protect yourself:
- Avoid sending money to someone you haven’t met face to face.
- Use reverse image searches to check if a profile picture is fake.
- Stay on the dating app or website until you are confident about the person’s identity.
For more information visit the Take Five to Stop Fraud website
For more information, tips and examples of different scams, visit the Take Five to Stop Fraud website