Fraudulent Activity
We take the security of our customer’s money extremely seriously
If you suspect fraudulent activity
Please call us immediately on 0345 872 7888* if you suspect fraudulent activity on your Recognise Bank savings account.
We will check your account for you and set up a new account or security details straight away.
You should also report it to Action Fraud by using the online fraud reporting tool at www.actionfraud.police.uk or by calling 0300 123 2040.
Keeping your money safe
We will never write, email, or call to ask you to provide your password or memorable data.
However, we will ask you to provide selected personal information to confirm your identity before we give you information about your Recognise savings account by telephone.
Authorised Push Payment (APP) Fraud and your rights
APP Fraud occurs when a criminal deceives a person into authorising a payment by creating a convincing but false reason for the transaction.
If you make a payment on or after 7th October 2024 using the Faster Payment Scheme (FPS) or a Clearing House Automated Payment Scheme (CHAPS) payment within the UK, then you may be eligible for a refund in the event of an APP scam.
If you need to make a claim
- Making a claim: If you suspect you have been a victim of an APP scam and have lost money, please contact us immediately. Call us at 0345 872 7888* to report the incident and take the necessary steps.
- Claim deadline: You must submit your reimbursement claim within 13 months of the final scam payment made.
- Claim limits: The maximum claim amount is £85,000. There also may be an excess of up to £100 applied to your claim.
- Special considerations for vulnerable individuals: If you are considered vulnerable and this affects your ability to protect yourself, the excess may not apply. Vulnerability will also consider the financial impact of applying the excess.
What you can expect from us when making a claim
We will assess your claim and if valid, reimburse you within five working days. In some cases, this may take up to 35 working days, depending on the complexity of the claim. While investigating your claim, we may need to share your name and account details with the receiving Payment Service Provider (PSP).
If you are unhappy with the outcome of your claim, you can complain through our existing complaints process, and this does not affect your right to contact the Financial Ombudsman Service.
Please note: All claims will be assessed based on your individual circumstances.
Exclusions Claims will not be reimbursed if they involve:
- Fraud by the claimant.
- Gross negligence by the claimant.
- Payments made before 7th October 2024 or more than 13 months after the final payment.
- Transactions outside the UK.
- Payments via non-bank systems, cheques or cash.
- Payments to an account you control.
- Civil disputes.
- Payments through credit unions, municipal banks or national savings banks.
Please help us to combat financial crime by
- Exercising caution when making payments and pay attention to any interventions by us or a competent national authority.
- Reporting suspected scams to us immediately, we’re here to help.
- Providing any information we request to aid our investigation.
- Cooperating with the police, either directly or through us, if necessary.
Action Fraud can provide independent advice, you can call 0300 123 20240 or visit their website www.actionfraud.police.uk
For advice on how to protect yourself from fraud, visit www.takefive-stopfraud.org.uk or stopthinkfraud.campaign.gov.uk
