How to Report Fraud to Your UK Bank and Get Your Money Back
Act Immediately When Fraud Occurs
Speed is critical when reporting fraud. The sooner you contact your bank, the higher the chance of recovering funds — particularly for push payment fraud where money may still be in transit or in the fraudster's account. Do not wait, even if you're embarrassed about being deceived.
Step 1: Freeze Your Card and Account
If the fraud involves your card, freeze it immediately through your banking app. For account-level fraud (someone has gained access to your online banking), call your bank's 24-hour fraud line immediately — the number is on the back of your card and on the bank's website. Ask them to put a temporary freeze on your account while the fraud is investigated.
Step 2: Report to Your Bank
File a formal fraud report with your bank. You'll need to provide: when you noticed the fraud, what transactions are affected, any information about how your details may have been compromised. Your bank must investigate within a set timeframe under FCA rules.
What You're Entitled to Recover
- Unauthorised card transactions: Full refund under Payment Services Regulations, unless you acted with gross negligence
- APP fraud (authorised push payments): Reimbursement up to £85,000 under mandatory 2024 reimbursement rules
- Direct debit fraud: Guaranteed refund under the Direct Debit Guarantee Scheme — no quibble, immediate refund
Step 3: Report to Action Fraud
Report online at actionfraud.police.uk or call 0300 123 2040. This creates a crime reference number useful for your bank and for any insurance claims. For losses over £25,000 or involving organised crime, police may prioritise investigation.
Escalating Disputes
If your bank refuses to reimburse you and you believe they're wrong, escalate to the Financial Ombudsman Service (FOS) after eight weeks of no resolution. The FOS is free, independent, and can award compensation beyond just refunding the fraud loss.
