Stage 2 of the scam journey. The exact first-60-minutes playbook, recovery routes, and reporting paths if you have lost money or shared sensitive data.
Last reviewed: 12 May 2026 · ScamSupport research
What this stage covers
If you have just realised you have been scammed — whether you have lost money, shared bank details, or clicked something you should not have — this is the stage you are at. Time matters. The window for recovering money is narrowest in the first 24-72 hours and shrinks as funds move through criminal accounts.
Take the steps below in order. Do not jump ahead.
First 60 minutes — do these in this order
Call your bank’s fraud line immediately. Use the number on the back of your card — not any number from the scam message. Tell them: "This was an authorised push payment scam. Please log it under the PSR Mandatory Reimbursement Scheme." Banks have a 5-working-day response window under PSR rules.
Freeze the card and any pending transfers through the app or by phone.
Change passwords on anything you used the same password for — not just the breached service. Use a password manager if you don’t already.
Take screenshots of every scam message, transaction confirmation, and any communication you had with the scammer. You will need this evidence for the bank claim, Report Fraud complaint, and any subsequent Financial Ombudsman escalation.
If you sent crypto, contact the exchange you sent from immediately. Crypto recovery is significantly harder than bank-payment recovery, but exchanges sometimes freeze recipient accounts if reported quickly.
If you shared ID documents (passport, driving licence, full bank statement), assume identity-fraud risk and continue to Aftercare after completing this stage.
Tools for this stage
The PSR Mandatory Reimbursement Scheme — the UK’s strongest recovery route
The Payment Systems Regulator’s Mandatory Reimbursement Scheme came into force on 7 October 2024 and is now the dominant UK route for recovering money lost to Authorised Push Payment (APP) fraud. As of Q3 2025, the scheme had returned £173m to 188,000 UK victims with an 88% reimbursement rate on in-scope claims.
What is covered
APP fraud where you authorised a transfer to a criminal under deception.
Faster Payments transfers made after 7 October 2024.
Reimbursement up to £85,000 per claim. Bank must respond within 5 working days; 98% of claims close within 35 working days.
How to claim
Phone your bank’s fraud line using the script above.
If the bank initially refuses on "gross negligence" grounds (this is the most common first response), you can escalate to the Financial Ombudsman after 8 weeks — this is free for consumers.
Document everything in writing. Your bank’s fraud team should provide a written decision; ask for it.
Other recovery routes
Card chargeback — if you paid by debit or credit card. Chargeback windows are typically 120 days for goods/services not received, up to 540 days for some categories.
Section 75 claim — if you used a credit card to spend £100-£30,000, your card issuer is jointly liable with the merchant.
Direct debit indemnity — if a fraudulent direct debit was taken, your bank refunds the same day under the Direct Debit Guarantee.
Faster Payments recall — some banks can recall a recent payment if reported within hours.
Report the fraud
Report Fraud (the UK’s national fraud reporting service, formerly Action Fraud) at reportfraud.police.uk or 0300 123 2040. You will receive a crime reference number you will need for subsequent claims.
FCA — if a financial firm was impersonated, report via the FCA scam report form.
Information Commissioner’s Office (ICO) — if your data was compromised, you may have a right to compensation. Make a complaint.
159 — if you received a suspicious call claiming to be your bank, you can dial 159 to verify (this is a banking-industry hotline).
7726 — forward suspicious texts free to any UK mobile network.
Recovery playbooks (UK 2026)
I’ve been scammed — what next — canonical first-hour / first-day / first-week / first-month playbook with recovery-probability by payment route
Bank refund after scam (PSR) — the PSR Mandatory Reimbursement Scheme explained + exact phrase to use on the call + FOS escalation
Chargeback UK how-to 2026 — Visa / Mastercard / Amex scheme rules, reason codes, 120-day deadlines and FOS escalation
Section 75 claim guide — the Consumer Credit Act 1974 statutory protection for credit-card purchases £100–£30,000
Within hours to weeks of an initial loss, almost every UK fraud victim is approached by a "recovery specialist", "blockchain forensics expert", "ex-FBI investigator" or "FCA-affiliated solicitor" who promises to recover the lost funds in exchange for an upfront fee. Almost every such approach is a second-stage scam. The FCA logged 4,465 fake-FCA recovery scams in just six months of 2025.
If anyone approaches you offering to recover your funds and asks for upfront payment in crypto or to an unfamiliar account, walk away. Genuine recovery solicitors operate on a no-win-no-fee basis and are listed on the SRA register.
Once you have done what you can
Move to the next stage of the journey: Aftercare →