Transferred money to a scammer? Here's what to do.

One of the most common types of financial fraud is known as a "safe account", impersonation or APP (Authorised Push Payment) scam. Figures from UK Finance show that in the first half of 2025 alone, over a quarter of a million pounds was lost to APP fraud – and two thirds of these scams originated online. For victims, these types of scams can be extremely damaging, not only financially but also emotionally, as the scam works by tricking the victim into sending their own money to the criminal, believing they are acting in their own best interests.    

On a positive note, if you’re affected, you may still be able to recover your funds – the BBC reports that over 62% of funds stolen through APP fraud were returned to victims in the first six months of 2025. In this article, our fraud recovery specialist, Thomas Blanchfield, explains how these scams work, what legal protections are available to victims, and why acting quickly is the single most important thing you can do to maximise your chances of recovering your money.

How do "safe account" and impersonation scams work?

The impersonation aspect of the scam can take many forms. Criminals may pose as customs or tax officials, bank fraud teams, retailers or utilities providers – using fake email addresses, websites and phone numbers to appear legitimate.

Once they’ve convinced a potential victim that they are legitimate, "safe account" scammers begin by creating a false sense of urgency – inventing a problem that can only be solved with an urgent transfer of funds. Examples include an “unpaid” tax bill that must be settled urgently to avoid legal penalties, or a fraud team informing you of a “compromised” bank account that means you should move your money to another account for safety.

The “solution” is for you to transfer funds to an account the scammer controls, or hand over a security passcode or PIN that allows the criminal to move funds on your behalf. In some cases, scammers will also attempt to extract a fee to “release” funds. 

What legal protections exist for victims?

The good news is that the UK legal and regulatory landscape has moved significantly in favour of victims in recent years, and Complex Law offers comprehensive legal support for victims of impersonation scams.

Mandatory reimbursement

Since October 2024, most banks and payment providers have been under a legal obligation to reimburse victims of APP fraud carried out over Faster Payments (and, separately, CHAPS), replacing the old voluntary scheme. The maximum reimbursement for APP fraud claims over Faster Payments is currently £85,000, and the sending bank is obliged to refund you within five business days.

However, it’s important to remember that this protection isn't automatic. If your bank can show you were negligent in allowing the transfer, or if you haven’t reported the scam within the required timeframe, then they may be able to refuse to reimburse you. Taking legal advice as soon as you realise you’ve been scammed gives you the best possible chance of recovering any funds lost.

Complaints to the Financial Ombudsman Service

If you’ve been turned down for reimbursement directly through your bank, or you believe that the amount they have offered to reimburse you is too low, you’re not obliged to accept the bank’s decision. Instead, you can escalate the matter to the Financial Ombudsman Service (FOS), which will review your case and has the authority to order your bank to make reimbursement if it finds that their original decision was unfair. If you need support in raising a claim with the FOS, Complex Law can assist you.

Civil claims against the recipients of your funds

If you’re unable to secure reimbursement using either of the methods above, or you want to pursue the scammers or recipients of your stolen funds directly, then you’re entitled to make a civil claim against the parties responsible. This can include claims for money had and received, unjust enrichment, or breach of trust against anyone who has ended up holding your funds, even if they weren't the original scammer. 

Speak to Complex Law if you believe you have grounds for a civil claim, and we’ll assess the facts of your case and advise on the best legal route forward. We may be able to offer fixed‑fee or staged payment options, and we’ll give you a clear picture of all costs upfront, so you can balance them against the total funds at stake.

Why acting quickly is crucial

The biggest factor in whether stolen funds can be recovered is how quickly action is taken. Scammers typically move money through a chain of accounts within hours or days of receiving it, often converting funds into cryptocurrency or transferring them overseas to make tracing more difficult.

What can Complex Law do that you can't do alone?

Many victims assume that once they've reported a scam to their bank, there's nothing more to be done except wait. That’s not the case. If you choose to work with Complex Law, a solicitor in our fraud team can take proactive steps to trace and recover funds that go well beyond a standard bank complaint. 

Formal complaints and FOS referrals

Our team can prepare a detailed, evidence-backed complaint that addresses the specific standards your bank was required to meet, making it harder for the bank to issue a generic rejection – and if the claim is rejected, we can escalate the matter to the FOS on your behalf.

Freezing injunctions and disclosure orders

If we’re able to identify the account in which your funds have ended up, Complex Law can apply to the court for an urgent freezing order. This prevents the account holder from transferring or spending the money until the case has been investigated.

Norwich Pharmacal and Bankers Trust orders

If it’s not clear where your funds have been transferred, we can use Norwich Pharmacal Orders and Bankers Trust orders, often in combination, to track them down. These types of disclosure orders require banks to share information about the location of funds and ownership of accounts, helping us to pursue the responsible parties through the courts.

Think you've been scammed? Here’s what to do first.

• Stop all contact with the suspected scammer immediately. Don't make any further payments or share any codes.
• Call your bank using the number on a genuine statement or card (never a number given to you by the caller), and report it as suspected APP fraud.
• Ask for a payment recall and request that any linked cards or accounts are frozen.
• Preserve your evidence – screenshots, call logs, emails, and texts – exactly as they appear, without deleting anything.
• Speak to Complex Law as soon as possible. Even a short delay can significantly reduce the chances of tracing and recovering your money.

Frequently asked questions ‍

I transferred money after being told my account was compromised. Will my bank definitely reimburse me?

Not automatically, but you have a strong starting position. Your bank may refuse or reduce reimbursement if it believes you acted with gross negligence. This is a high bar, and many refusals can be successfully challenged. Speak to Complex Law, and we'll assess whether your bank has met its obligations.

How long do I have to report a scam and claim reimbursement?

You should report the scam to your bank as soon as possible, ideally within hours. There's also a longer backstop time limit for the claim itself: sending PSPs can deny APP scam claims submitted more than 13 months after the final payment in a given claim. But don't rely on this limit – the sooner you report the fraud, the greater the chance of recovering the funds before they're moved further.

I gave away a one-time passcode over the phone. Have I lost my right to a refund?

Not always, no. It can weaken your case if you voluntarily shared secure information such as a password or one-time passcode, but it doesn’t mean that you’re ineligible for a refund. The laws around mandatory reimbursement take into account that victims of sophisticated scams may share passcodes or passwords out of confusion, especially when under significant pressure from the scammer. If you’re in this situation, contact your bank to report what happened and freeze any affected accounts, then speak to Complex Law. We’ll help to present your case in the strongest possible light, to maximise your chances of reimbursement.   

I don't know who the scammer is or where my money has gone. Can I still take action?

Yes. It’s not as straightforward as securing reimbursement through your bank, but we have had success tracing and recovering funds where the identity of the scammer and the destination account details are unknown. We would seek to use a Norwich Pharmacal or Bankers Trust order, which can compel banks to disclose account information that helps identify the fraudster or locate the funds, which can then support a freezing order or a civil claim for recovery.