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Authorised Push Payment scams
Follow our guidance to avoid scams and keep your account safe. If you become a victim of a scam, we’ll be more likely to refund you if you’ve done everything you can to keep your money secure.
Authorised Push Payment scams explained
Authorised Push Payment (APP) fraud is a transfer of funds across Faster Payments, CHAPS or an internal transfer, authorised by a customer where:
- The customer intended to transfer funds to another person, but was instead deceived into transferring the funds to a different person; or
- The customer transferred funds to another person for what they believed were legitimate purposes, but which were in fact fraudulent.
Use your device safely
Open Banking
With Open Banking, you can view all your accounts in one place. Here are a few ways to use Open Banking safely:
- To make sure it’s you, we’ll transfer you to our secure website when you use Open Banking. Check that the ‘s’ is in ‘https://’ and that the web address ends in ’bankofscotland-online.co.uk’.
- For any transactions, use your bank’s official app.
- If you get a call or message asking you to move money to a safe account, hang up.
We’ll never give your log in details to anyone else or ask you for them by phone or email. If you see any transactions you don’t recognise, get in touch with us straightaway.
Make payments safely
How to make a claim
Authorised Push Payment FAQ’s
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The CRM code is a set of standards created to protect consumers from Authorised Push Payment (APP) scams. These types of scams are when fraudsters trick people into authorising payments to their accounts instead of the person or company they meant to pay.
Bank of Scotland is a signatory of the voluntary CRM code, and so we’ll look at all cases of scams. This is to make sure that you made the payment with genuine care. Then we’ll decide if we can refund the money lost.
If you did anything careless or dishonest that helped the scam take place, we won’t give a refund.
The CRM code doesn’t apply:
- Where someone takes money from your account without your permission.
- Where you have given someone permission to make a payment on your behalf and they have taken more money out than you said they could (this is known as unauthorised fraud).
- Where payments are made using cash, cheque, credit, debit or prepaid card.
- To cryptocurrency, non-domicile accounts, or accounts outside the UK.
- To payments made on or after 7 October 2024. From this date, Bank of Scotland will follow a new set of rules for APP refunds.
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The PSR is the UK economic regulator of payment systems for:
- UK banks
- building societies
- payment service providers.
We use payment systems to move money electronically. This could be for contactless payments, your salary, or transferring money.
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At the bottom of our homepage, you can find some graphs showing APP fraud data for 2023. The PSR requires us to publish this information, which is created from data they’ve collected from all the major banking groups in the UK.
We’re grouped together with Halifax and Lloyds. So, the data you’ll see in the graphs is from all three brands.
You can find the full report at psr.org.uk/app-fraud-data.
Learn about other scams and how to protect yourself
Scam calls
Learn how fraudsters use your details to win your trust.
Scam emails and texts
Fraudsters try to steal your details through emails and texts.
Pension scams
Fraudsters can pretend to be a company or adviser to target your pension.
Investment scams
Fraudsters may pretend to be a genuine company or adviser.
Protect your devices
Learn how to keep your devices safe.
Protect your identity
Fraudsters might try to steal your personal and banking details.
