What to do if you fall victim to a bank transfer scam
A recent case reported in the UK, where a son lost his mother’s life savings after falling for a WhatsApp scam, highlights a devastating and increasingly common financial threat. For UK consumers, understanding how these scams work and, crucially, what to do if you become a victim is essential for protecting your money. This guidance explains the practical steps you should take and the protections that may be available under UK rules.
Immediate steps to take after a scam
If you realise you have sent money to a scammer, time is critical. Your first action must be to contact your bank or building society immediately. Use the phone number on the back of your card, from a recent statement, or from their official website—do not use contact details provided in a suspicious message.
Explain clearly that you have made an authorised push payment (APP) scam transfer under false pretences. The bank will try to contact the receiving bank to recall the funds, but this is only possible if the money is still in the account. The sooner you act, the higher the chance of recovery.
You should also report the crime to Action Fraud, the UK’s national reporting centre for fraud and cybercrime, either online or by phone. This creates an official record, which is important for any potential reimbursement claim and helps law enforcement track criminal patterns.
Understanding the contingent reimbursement model (CRM) code
Most major UK banks and building societies are signed up to a set of voluntary rules called the Contingent Reimbursement Model (CRM) Code. This code is designed to protect consumers who are tricked into sending money directly to a fraudster.
Under the code, your bank must investigate what happened. They will look at whether you took appropriate care, but they must also assess whether their own systems and warnings were sufficient. If the bank is found to have fallen short in its duties to protect you, or if you are considered a vulnerable customer, you are more likely to be reimbursed.
It is important to know that the code does not guarantee a refund. If the bank finds you acted with gross negligence—for example, by ignoring multiple, clear warnings—they may refuse to reimburse you.
What if your bank refuses to refund you?
If you are unhappy with your bank’s decision, you have the right to escalate your complaint. First, make a formal complaint to the bank directly. They have eight weeks to provide a final response.
If you are dissatisfied with that response, or if the eight weeks pass without resolution, you can take your case to the Financial Ombudsman Service (FOS). The Ombudsman is an independent body that settles disputes between consumers and financial businesses. They will review the case independently and can order the bank to pay compensation if they believe the bank acted unfairly.
Protecting yourself and others from scams
Prevention is always better than cure. Be extremely wary of any unexpected contact, whether by phone, text, email, or social media message. Scammers often pose as trusted organisations like your bank, HMRC, or a utility company.
Remember: your genuine bank or the police will never ask you to transfer money to a ‘safe account’, ask for your full PIN or password, or send a courier to collect your card. Always take a moment to stop and think. If in doubt, hang up and call the organisation back on a number you know is genuine.
Having open conversations with family members, especially older relatives who may be targeted, can be a powerful defence. The case from Blackburn is a stark reminder that these scams exploit trust and urgency to bypass our normal caution.
Falling victim to a scam can be emotionally and financially distressing. While not all losses can be recovered, knowing your rights and the correct process in the UK gives you the best chance of redress. Always act quickly, report the fraud, and understand the protections offered by the CRM Code and the Financial Ombudsman Service.
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