APP scams reimbursement policy 

Key resources

  • June 2023 policy statement - setting out our policy position on the reimbursement requirement for APP scams.
  • December 2023 policy statement - adding to/finalising points in the June policy statement, not superseding it. On this page you'll also find responses to 2023 reimbursement requirement consultations.
  • Specific Direction 19 - directing Pay.UK to create and propose to us their plans for an effective compliance monitoring regime for APP scams reimbursement. 
  • Specific Direction 20 - containing the APP scams reimbursement requirement and directing in scope PSPs to comply with the reimbursement rules. On this page you'll also find an indirect access provider (IAP) reporting template. 
  • Specific Requirement 1 - requiring Pay.UK to create the APP scams reimbursement rules. On this page you'll also find the consumer standard of caution exception, the consumer standard of caution exception guidance, and maximum excess/maximum level of reimbursement notices of value. 
  • Roadmap to implementation - setting out steps firms should be taking as we approach implementation, how they can get in touch to request clarity on our policy statement and legal instruments, and our upcoming implementation consultations.
  • Policy clarifications - firms can write to us at Appscamspolicyclarifications@psr.org.uk, requesting clarity on the policy statements and legal instruments. We are uploading the questions received and our responses on this page.
  • Keynote speech by Ben Woodside, PSR Policy Manager, at the Payment Services & Financial Crime Compliance Forum 2024 - on industry readiness ahead of the implementation of our reimbursement requirement. 

Pay.UK resources

  • The PSR has directed Pay.UK to implement the reimbursement rules on Faster Payments. PSPs can visit Pay.UK’s website for further information on their plans and engagement in the lead up to implementation.

Past consultations on reimbursement 

September 2023

August 2023

July 2023

  • We published our consultation on two of our draft directions, which are the legal means to put our new APP scams reimbursement requirement in place. 

September 2022

November 2021

  • We consulted on a package of proposals to tackle APP scams, including publication of fraud data by banks and improving intelligence sharing to enhance scam detection and prevention. HMT also announced that legislative changes would be made by Government to allow us to require banks to provide mandatory reimbursement to victims. 

APP scams performance data 

Key resources

Past consultations on APP scams performance data 

September 2023

August 2023

February 2023

  • We launched a consultation seeking views on guidance for PSPs who will have to publish data on their performance on  APP scams. 

December 2022

  • We launched a consultation seeking views on the way data showing how well firms are protecting customers against APP scams will be collected and published

November 2021