PSR APP Claim Wizard

Free interactive walkthrough of the UK Mandatory Reimbursement Scheme. Generates a personalised claim letter, evidence checklist, expected timeline, and ombudsman escalation path. Runs entirely in your browser — nothing you enter is uploaded.

Last reviewed: 12 May 2026 · ScamSupport research

What this wizard does: asks 7 questions about your case, then generates a tailored claim letter you can email to your bank, plus a checklist of what to do next. It is not legal advice and does not file the claim for you — you remain in control of every step. About 15 minutes start to finish.

What is the PSR Mandatory Reimbursement Scheme?

The Payment Systems Regulator (PSR) Mandatory Reimbursement Scheme came into force on 7 October 2024. It requires every UK Faster Payments Service participant (including all major banks) to reimburse customers up to £85,000 per claim for losses to Authorised Push Payment (APP) fraud, unless the customer is shown to have acted with gross negligence.

In its first year (October 2024 to September 2025), the scheme returned £173 million to 188,000 UK victims — an 88% reimbursement rate on in-scope claims. 82% of claims close within 5 working days, and 98% close within 35 working days.

The scheme replaces the older voluntary Contingent Reimbursement Model (CRM) Code, which delivered around 65% reimbursement rates. The PSR scheme is binding, not voluntary — banks cannot opt out.

What counts as APP fraud under the scheme?

You are eligible if all the following apply:

  • You authorised a UK Faster Payments transfer (sterling, UK-to-UK).
  • You did so as a result of being deceived — for example, by an impersonator, fake investment platform, romance scam, or invoice fraud.
  • The transfer was made on or after 7 October 2024.
  • Your bank and the receiving bank are both UK Faster Payments participants (almost all UK banks and building societies are).
  • You report it to your bank within 13 months of the last transfer.

What is NOT covered

  • Card payments — use chargeback or Section 75 instead.
  • Direct debits — covered by the Direct Debit Guarantee (same-day refund).
  • International or non-sterling transfers — PSR scheme is UK Faster Payments only.
  • Crypto transfers — PSR scheme does not apply once funds leave the regulated banking system.
  • Civil disputes — e.g. goods not as described from a legitimate retailer.
  • Transfers before 7 October 2024 — covered by the older CRM Code (different process).
  • Cases involving "gross negligence" — banks may invoke this defence, but it has a high legal bar (see below).

The "gross negligence" defence — how to rebut it

Most initial refusals from banks cite "gross negligence" under the PSR Consumer Standard of Caution. Gross negligence is a high legal threshold, not the same as ordinary carelessness. The PSR has defined four specific tests:

  1. You ignored a specific warning from the bank about the transfer (e.g. you clicked through an in-app Confirmation of Payee mismatch alert).
  2. You took no reasonable steps to verify the recipient (e.g. failed to call your bank back on a known-good number when the scam call seemed suspicious).
  3. You did not report the fraud promptly to the bank, hindering recovery.
  4. You materially obstructed the bank's investigation (e.g. refused to provide reasonable information).

If your bank refuses your claim citing "gross negligence" but none of the four tests strictly apply, the rebuttal letter generated by this wizard challenges that decision and escalates to the Financial Ombudsman after 8 weeks (free for consumers).

Frequently asked questions

Is there a fee?

No fee for the claim itself. PSR rules allow banks to charge a £100 excess at their discretion (most major banks waive this for first-time claimants). The Financial Ombudsman service is also free.

How long do I have to claim?

Up to 13 months from the date of the last transfer in the scam pattern. Claim as soon as possible — banks have shorter windows for recalling funds from receiving accounts.

What if my bank initially refuses?

Use the refusal rebuttal letter generated by this wizard. If the bank's response is still unsatisfactory after 8 weeks, escalate to the Financial Ombudsman Service — this is free and binding on the bank.

Does this wizard file the claim?

No. The wizard generates the documentation and walks you through what to expect. You remain in control of every step — the wizard does not submit anything on your behalf.

Is my data safe?

Yes — everything you enter stays in your browser. Nothing is uploaded to ScamSupport servers. See our AI Statement and privacy policy for full detail.

Related ScamSupport resources

Sources

This wizard is provided for guidance only and does not constitute legal advice. Claims are case-specific and bank responses can vary. Where significant funds are involved or your case has unusual circumstances, consider engaging an SRA-regulated solicitor specialising in financial fraud recovery.