Fraud and Security Centre

The payment service regulator (PSR) the body the regulates payment systems in the UK, have introduced a new requirement for Authorised push payment (APP) fraud. This is for Faster payments & CHAPs which will apply on, or after the 7th of October 2024.

The requirement includes

• To reimburse in scope customers who fall victim to APP fraud
• Shared liability between sending and receiving banks
• Provide vulnerable customers with additional protections

You should always take care when you make a payment on your account. Reimbursement is not always guaranteed and there are some specific exemptions applied. More information on the process, guidance and exclusions are provided below.
 

Claim process

• Every claim will be assessed on a case-by-case basis. Part of the process we will be to consider evidence presented to us by you and any service providers involved where relevant including the police
• An excess of up to £100 may be deducted from any money that is reimbursed. We may choose a different excess up the maximum of £100 or may not apply an excess
• The maximum claim threshold is set to £85,000
• If your claim is valid, in most cases you should be reimbursed within 5 business days of making the claim. Business days include Monday to Friday and includes UK bank holidays in addition to Scotland
• In some cases, it can take up to 35 business days to be reimbursed. This is when we require extra time to gather information from you, the bank that received the payment, or a statutory body to inform our assessment

Reimbursement exclusions

There are some situations where you won’t be able to get your money back under this reimbursement scheme, this includes.

• Where you have acted fraudulently, this includes where you have been dishonest or misrepresented your circumstances for financial gain
• Where you have acted with gross negligence
• Claims submitted more than 13 months after the last payment was made associated with reported fraud
• You have paid via cheque, cash, international payment or by card (including credit)
• You have paid using a payment system not covered under the scheme
• Payments made to an account in your control
• Civil disputes, which includes if you have paid a genuine retailer or business, but you aren’t satisfied with the product or service you have received
• The payment you made is unlawful: for example, if the payment was for an illegal item

• It is a payment to and from an account with a credit union, municipal bank, or a national savings bank (state-owned savings bank in the UK).

You may have reimbursement options under other rules, always seek advice by contacting us.

Customer guidance

You should always be cautious and careful when making payments. This means meeting the Consumer Standard of caution.

• Ensure you take regard and follow scam awareness or warnings provided by Sainsburys Bank when accessing or conducting activity on your account
• Ensure you report a scam as soon as possible, wither this be upon realising or suspecting you have fell victim to a scam. You can contact us on 08085 40 50 60
• You must report no more than 13 months after the last payment was made associated with the fraud claim
• Ensure you make a report to the police or consent where possible to allow us to report to the police on your behalf. You should follow instructions from the police or the National Crime Agency
• Ensure you comply with information requests we may ask you to support our assessment within specified timeframes

In addition

• Vulnerable customers circumstances will be considered when assessing the Consumer Standard of Caution. The excess will not be applied
• If you are dissatisfied with the outcome of your claim, you can follow our complaints process. This includes escalation to the Financial Ombudsman (FOS) www.financial-ombudsman.org.uk
   

Additional Support

You should contact Sainsburys Bank in the first instance but also report to Action Fraud the national fraud and cybercrime reporting centre for the police. You can contact Action Fraud on 0300 123 2040 or at http://www.actionfraud.police.uk. If you are in Scotland, please report it to Police Scotland directly by calling 101.

If you have been a victim of a scam and require further support, you can find it via:

• Citizen’s Advice Consumer Service
• Age UK
• Victim Support
   

Stop Challenge Protect – Before making a payment follow Take Five’s advice

Stop: Taking a moment to stop and think before parting with your money or information could keep you safe.

Challenge: Could it be fake? It’s ok to reject, refuse or ignore any requests. Only criminals will try to rush or panic you.

Protect: Contact your bank immediately if you think you’ve fallen for a scam and report it.

You can also visit Take Five, offering impartial, straightforward advice.