Fraud Prevention
Interrupt the scam before it clears
Most fraud losses happen in the ninety seconds after a payment is confirmed. Our systems are built to interrupt that window, recall what we can, and reimburse what we can't stop.
- Payments screened
- 100%
- Median recall time
- 4 minutes
- APP fraud reimbursed
- 98.7%
- Reimbursement cap
- £85,000
How it works
Four layers, applied to every payment
A payment can be stopped at any of these stages, and every stop is shown to you in plain language rather than a generic decline.
Behavioural screening
Every payment is scored in real time against patterns typical of romance, investment and impersonation scams.
Contextual interception
High-risk payments are paused with specific questions about the situation, not a generic warning banner.
Payment recall
Where a payment has left us, we issue an interbank recall request within minutes of you reporting it.
Reimbursement
Authorised push payment fraud is assessed under the CRM Code, with reimbursement paid within five working days of a claim being upheld.
Reimbursement policy
What the CRM Code means for you
The Contingent Reimbursement Model Code sets out when victims of authorised push payment fraud are reimbursed. We apply it in full, and go further in named circumstances.
Reimbursed by default
Claims are reimbursed unless you ignored a specific, effective warning or acted with gross negligence.
£85,000 cap per claim
In line with the FCA's mandatory reimbursement rules, matching the maximum claim value the scheme covers.
£100 excess on first claim
A £100 excess applies to a customer's first claim in a rolling 12 months; subsequent claims carry no excess.
Five working days to pay out
Once a claim is upheld, funds are returned to your account within five working days, not at the end of an investigation.
Reported fraud — case timeline
- Payment reported
- 00:00
- Recall issued to receiving bank
- 00:03
- Interim credit assessed
- 00:45
- CRM Code decision
- Day 12
- Funds returned (if upheld)
- Day 17
Times are the median across cases reported to our fraud team in the last twelve months.
In numbers
What interception actually prevents
- £41.2m
- Fraud losses prevented last year
- 1 in 6
- Flagged payments were genuine scams
- 24/7
- Fraud team coverage, every day of the year
- £85,000
- Maximum reimbursement per claim
FAQs
Questions, answered plainly
Next step
Report suspected fraud the moment you see it
Every minute matters for a recall. Reach our fraud team around the clock, every day of the year.