TL;DR: If your bank won’t refund money lost to a scam, complain to the bank first in writing. If you’re unhappy with its final response, or it hasn’t replied in eight weeks, you can take it to the Financial Ombudsman Service for free. The Ombudsman received 31,300 fraud and scam complaints in 2025, around 20,000 of them about authorised push payment (APP) scams. Since October 2024, UK rules also require most banks to reimburse APP scam victims up to £85,000, with exceptions, and the PSR says 88% of money lost to in-scope APP scams has been reimbursed since the rules began.
Step 1: complain to your bank
Write to your bank (Which? has a template letter). Include:
- what happened, with dates, amounts and the account you paid;
- when you reported it;
- why you think you should be reimbursed;
- what you want (a refund plus interest).
Keep everything: screenshots, messages, call logs.
Step 2: go to the Ombudsman
If the bank’s final response doesn’t satisfy you, or it doesn’t respond within eight weeks, you can refer it to the Financial Ombudsman Service. It’s free and independent. You don’t need a claims firm or lawyer, and using one will cost you a share of any payout.
How often customers win
The Ombudsman’s figures for April to June 2024, reported by IFA Magazine:
| Measure | Figure |
|---|---|
| Fraud and scam complaints in the quarter | 8,734 (record) |
| Of which APP scams | 4,752 |
| Uphold rate, fraud and scam complaints | 44% |
| Average uphold rate across all products | 37% |
| APP cases under the old CRM code upheld | 49% |
| APP cases outside the code upheld | 36% |
The Ombudsman said it handles around 500 fraud and scam complaints a week.
The latest numbers
According to Money Age (February 2026), the Ombudsman received 31,300 fraud and scam complaints in 2025. Around 20,000 came from people who had authorised a payment as part of a scam, and the Ombudsman said, anecdotally, that over half of those related to online investment scams, often involving crypto. Ombudsman director Patrick Hurley: "If it sounds too good to be true, it probably is a scam."
What’s changed since: mandatory reimbursement
From October 2024, the Payment Systems Regulator’s rules require most UK payment firms to reimburse authorised push payment (APP) scam victims, capped at £85,000 per claim, with exceptions such as gross negligence and international payments. See how the rules work.
The PSR’s Q1 2026 dashboard, reported by Plenitude Consulting (August 2026), shows:
| Measure | Figure |
|---|---|
| Money reimbursed since the rules began | £316m (88% of in-scope losses) |
| Reimbursed in the past 12 months | £249.6m |
| Reimbursed in Q1 2026 alone | £72.6m, the highest quarter so far |
| In-scope claims in Q1 2026 | 86,500 |
| Claims rejected for lack of customer caution | about 1,700 (2%) |
So most victims are now repaid by their bank without needing the Ombudsman. The Ombudsman is for the cases that fall through: rejected claims, payments outside the rules, or disputes about how much was repaid. See also how much banks have repaid.
What the Ombudsman looks at
- whether the bank should have spotted unusual payments and intervened;
- the warnings it gave you, and whether they were effective;
- whether you were vulnerable at the time;
- whether you acted with gross negligence (a high bar).
Avoid a second scam
Victims are often targeted by fake “recovery” services and fake Ombudsman or Report Fraud staff. The Ombudsman is free and doesn’t cold-call asking for fees. See fake recovery scams. And check your email’s breach exposure with a free exposure check, because victims’ details get recycled.
Frequently Asked Questions
When can I go to the Financial Ombudsman about a scam?
After your bank gives a final response you’re unhappy with, or if it hasn’t responded within eight weeks.
Does the Financial Ombudsman cost anything?
No. It’s free for consumers.
How often does the Ombudsman side with scam victims?
In April to June 2024 it upheld 44% of fraud and scam complaints, compared with a 37% average across products.
Do UK banks have to refund APP scams?
Since October 2024 most must reimburse APP scam victims up to £85,000, with exceptions. The PSR says 88% of in-scope losses have been reimbursed.
How many scam complaints does the Ombudsman get?
It received 31,300 fraud and scam complaints in 2025, around 20,000 of them about authorised push payment scams.
Do I need a claims company to go to the Ombudsman?
No. The service is free, and a claims firm would take a share of any payout.
Sources
- IFA Magazine: FOS fraud and scam complaints reach highest level ever
- Which?: Letter to complain to your bank about APP fraud
- Financial Ombudsman Service
- Money Age: 31,300 complaints sent to Ombudsman in 2025 (Feb 2026)
- Plenitude Consulting: PSR Q1 2026 APP scams reimbursement dashboard