What to Say to Your Bank After a Scam — The Phone Call Script

Before you dial — 5 minutes of prep

Don't call cold. Spend 5 minutes gathering the following so the agent doesn't have to push you back to "we'll call you back when you have the information":

• Each payment's details. Date, time, amount, recipient sort code, recipient account number. From your bank app's transaction history.
• Screenshots of the scammer's communications. WhatsApp / Telegram / SMS / dating-app messages / email. Don't crop — full thread context matters. Save to a folder on your phone or desktop.
• The cover story. What was the scammer claiming the payment was for? (Romance partner "stuck abroad needs emergency money"; "HMRC tax bill"; "fake job training fee"; "investment opportunity"; "buying a car"; etc.) The cover story is what makes it APP fraud rather than a private dispute.
• When you realised it was a scam, and how. (You found a contradiction; a friend pointed it out; the "investment" platform stopped responding; the romance partner kept escalating demands; you saw a news article matching the pattern.)
• Your bank's fraud-line number. NOT the general customer-service number. Common UK bank fraud lines:
  • Halifax / Lloyds / Bank of Scotland: 0800 015 4624
  • Barclays: 0800 400 100
  • HSBC / First Direct: 0800 376 7892
  • NatWest / RBS / Ulster Bank: 0800 161 5151
  • Santander: 0800 9 123 123
  • Nationwide: 0800 055 6622
  • Monzo: chat in-app (Help → Report fraud)
  • Starling: chat in-app or 0800 008 6242
  • Revolut: chat in-app (24/7)
  • Metro Bank: 0345 08 08 500
  • TSB: 0800 096 8669
  • Co-operative: 0345 600 6000
  • Virgin Money / Clydesdale / Yorkshire: 0800 121 7775

Numbers verified May 2026. If your bank's fraud line isn't listed, search "[bank name] fraud number" on the bank's official website (never via Google search results — fraudsters buy ads against fraud-line searches).

The opening sentence — exact words

When the fraud agent picks up, after they confirm your identity, lead with this:

"Hello. I'm calling to report an Authorised Push Payment scam under the PSR Mandatory Reimbursement Scheme. I sent [amount] on [date] to a recipient I now believe was fraudulent."

Why these exact words matter:

• "Authorised Push Payment scam" — routes to the PSR-trained agent track, not the generic fraud queue
• "PSR Mandatory Reimbursement Scheme" — signals you know your rights; agent's manager-escalation thresholds shift accordingly
• "recipient I now believe was fraudulent" — establishes the deception element required for APP fraud (vs unauthorised transaction)

Don't open with "I've been scammed" or "someone took my money". Both are technically true but route you to the wrong queue. PSR has a specific definition; use its language.

The evidence sequence — what the agent needs and the order to give it

1. The payment details first

"The payment was on [date] at [time] for £[amount]. Recipient sort code [XX-XX-XX], account number [XXXXXXXX]. The payment reference was [reference]." Read directly from your transaction history; don't paraphrase.

If multiple payments: list them all at this point, even though you're going to discuss them in detail later. The agent enters them all into the case file up-front.

2. The recall request

"I'd like a Faster Payments recall request initiated on these transactions immediately. I understand recall success rates depend on how quickly the receiving bank can freeze the funds." Even if you suspect the funds are gone, this triggers the recall workflow and creates an audit trail showing your bank made the attempt.

3. The deception narrative

"The recipient was claiming to be [scammer's claimed identity / role]. I understood the payment was for [cover story]. I made the payment based on [communication channel] dated [date] — I can share those communications by email after this call." Keep it factual. Don't editorialise.

4. The trigger moment

"I realised it was a scam when [the moment]. That was [time elapsed]." The trigger moment matters for the bank's fraud-stage analysis but isn't grounds for refusal. Banks try to use "you should have realised earlier" as a defence; pre-empt by stating exactly when you realised.

5. The vulnerability factor (if applicable)

"I also want to note for the case file that I'm a vulnerable customer under FCA FG21/1 because of [recent bereavement / health condition / financial hardship / age / domestic situation]." Even briefly. Vulnerability protections kick in immediately under PSR — they're not contingent on formal proof.

6. The Report Fraud reference (if you have one)

"My Report Fraud reference number is NF[xxxxxxxx]." If you don't have one yet, say: "I'll be filing with Report Fraud immediately after this call and will email you the reference within 24 hours."

7. Ask for the case reference

"Can you confirm the case reference number for this claim please?" Note it. Time-stamp it. The PSR 5-working-day decision clock starts from this case reference.

If the agent pushes back — scripted responses

Pushback: "You authorised the payment, so it's not fraud"

Response: "I authorised the payment under deception, which is the definition of Authorised Push Payment fraud under the PSR scheme. The fact that I authorised it is what makes it APP rather than unauthorised. Please log this as an APP claim."

Pushback: "We sent you a Confirmation of Payee warning"

Response: "Confirmation of Payee warnings are evidence the bank attempted to alert me — they don't constitute the bank's full duty of care. The PSR scheme specifically considers whether the warning was clear, specific, and not overridden by surrounding context. Please record my response to this point in the case file for the formal claim review."

Pushback: "You should have checked with us first"

Response: "I'd like a Vulnerable Customer review under FCA FG21/1. I'd also like to formally complain under DISP procedure if you're refusing to log the claim. Could you transfer me to a complaints handler or your manager?"

Pushback: "We can't refund — you gave the scammer your details"

Response: "PSR criteria for refusing a refund require gross negligence, not mere disclosure under deception. Most FOS rulings on similar cases find that disclosure to a scammer impersonating a bank or law enforcement does not meet the gross-negligence threshold. Please record my response and continue with the claim. If you refuse, I'd like a final response letter so I can escalate to the Financial Ombudsman."

Pushback: "It might take 35 days to investigate"

Response: "The PSR standard is 5 working days with an extension to 35 only for genuinely complex cases. Could you confirm what specific complexity factor applies here? And could you note in the case file that I've requested the standard 5-working-day timeline?"

Pushback: "Goodbye, call us back when you have your Report Fraud reference"

Response: "Before we end the call, I'd like to confirm the case reference number for this claim and the 5-working-day decision timeline starting today. The Report Fraud reference is evidence I'll provide within 24 hours; the case is open from today."

When to ask for a manager

Ask for a manager (or "supervisor", "team leader") if any of:

• The agent refuses to log the claim as APP fraud
• The agent refuses to initiate the recall request
• The agent says "we don't refund these" or "the scheme doesn't cover that" without specifically citing PSR criteria
• The agent argues with the vulnerability declaration
• You've been on the call for 30+ minutes with no case reference number yet
• The agent's tone suggests they're trying to close you out rather than resolve

Script for the manager request:

"I'd like to politely request the call is escalated to your team leader or supervisor. I've been a victim of a [type] scam and I want to make sure my PSR Mandatory Reimbursement claim is being correctly processed. Could you please transfer me?"

Banks are required to provide escalation on request. If the manager isn't available, the agent should arrange a callback within 24 hours. Get the callback time in writing (email or SMS).

What to do immediately after the call

1. Send the evidence pack by email. Within an hour of the call. To the bank's documented fraud-evidence email address (the agent will tell you it on the call). Include: list of payments, screenshots of scammer communications, the cover story, your case reference number, and your Report Fraud reference if you have one.
2. File with Report Fraud. Use the ScamSupport Report Fraud filing assistant for a guided wizard. Get the NF reference number and email it to your bank.
3. Save the call recording reference. Banks routinely record fraud-line calls. Note the case reference number, the time and date of the call, and the agent's name. If your claim gets disputed later, FOS can subpoena the call recording.
4. Set a calendar reminder for the 5-working-day deadline. Day 1 is the call date. Day 5 is when you should expect a decision. If day 7 arrives with no response, chase.
5. Don't talk to the scammer. If they contact you, don't engage — anything you say can be used by the bank to argue you "knew" something earlier. Save messages but don't reply. If they're harassing you, block them.
6. Don't take "investment recovery" calls. Within days of a scam, you'll often get calls from "recovery agents" claiming they can get your money back for an upfront fee. These are recovery scams. Hang up. The PSR scheme is free; no third party can do better.

If the decision goes against you

If the bank refuses your claim, your routes are:

1. Request a written final response letter. The bank must provide this in writing. It must cite specific PSR criteria. Don't accept a verbal refusal.
2. File a formal complaint under DISP procedure. The bank has 8 weeks to respond to a formal complaint. Use the FOS letter generator to draft both the bank complaint and the eventual FOS escalation.
3. Escalate to the Financial Ombudsman Service. Free. Independent. Binding on the bank. FOS uphold rates on APP fraud are ~78% in favour of consumers. See the full FOS complaint guide.

Frequently asked questions

Should I be emotional on the call?

It's natural and OK. Bank fraud agents are trained for emotional callers. What matters is the content — get the PSR opening line out, get the case reference, complete the evidence sequence. Pause if you need to. The agent will wait.

What if I can't remember the exact dates?

Read them from your bank app's transaction history during the call. Most fraud agents will wait while you check.

The scammer is still messaging me. Should I block them?

Wait until after you've screenshotted everything. Once you have the evidence pack, block. Don't reply to anything in between — anything you say can be used.

Should I close my bank account?

No, not unless the bank advises you to. Closing the account complicates the PSR refund (the refund goes to your account; closing it creates routing issues). If you're worried about future fraud on the same account, ask the bank to change your account number — they can do this without closing the account.

What if the scam involved my partner's account too?

Each account holder needs to make their own claim with their own bank. Joint-account claims are made by either holder. Coordinate timing so the claims are filed within a few hours of each other.

What if I'm too distressed to phone?

Use the bank's chat or in-app messaging. Most major banks now have 24/7 fraud chat. Open with the same PSR phrase: "I'm reporting an Authorised Push Payment scam under the PSR Mandatory Reimbursement Scheme." Ask for a callback when you feel ready to talk. Mention any vulnerability factor.

Can I have someone else on the call with me?

Yes. Banks accommodate third-party support — friend, family member, Citizens Advice adviser. They'll just verify your identity with you and may ask you to confirm consent for the third party to participate.

Frequently asked questions

What is the magic phrase to trigger PSR reimbursement?

'I'm reporting an Authorised Push Payment scam under the PSR Mandatory Reimbursement Scheme.' This single sentence routes you to the correct case-handling track at every UK PSR-participating bank. The agent's screen will pull up the PSR claim workflow rather than the generic fraud-report flow.

Should I phone or use chat?

Phone is faster and more effective. Most major banks have dedicated fraud lines staffed by fraud-specialist agents who can immediately freeze receiving accounts and initiate a recall request. Chat is fine if you cannot phone, but the case-handling resolution is typically slower because chat agents have to escalate to a fraud team rather than handle directly.

What if my bank's fraud agent argues with me?

Stay calm and stick to the PSR framework. Phrases that work: 'I'd like a formal complaint logged under your DISP procedure.' / 'I'd like this transferred to a Vulnerable Customer specialist.' / 'I'd like the call escalated to a Manager — and I'd like the call reference number for my own records.' If the agent persists in refusing, end the call politely and re-call. Different agents have different judgment and the bank's call recordings retain everything you said.

What evidence should I have ready before phoning?

Have on hand: (1) the payment details — date, time, amount, recipient sort code + account number; (2) screenshots of the scammer's communications (WhatsApp / Telegram / dating-app messages); (3) the URL or phone number the scammer used to contact you; (4) any context the scammer gave for the payment (the cover story); (5) your understanding of when you realised it was a scam. If you have your Report Fraud reference, have that too — but it's not required for the initial call.

What if the scam was last week and I haven't called the bank yet?

Call now. The PSR scheme covers claims up to 13 months from the last fraudulent payment. The longer you wait, the harder it is to recall funds — but the reimbursement obligation under PSR doesn't depend on the funds being recoverable. The bank pays you back regardless.

Can the bank cancel the payment if I call within minutes?

For Faster Payments and CHAPS, the funds typically arrive at the receiving account within seconds. By the time you call, the money is already in the fraudster's account. However, the bank CAN initiate a 'Recall Request' under the Faster Payments scheme rules, asking the receiving bank to freeze and return the funds. Success rate is around 10-15% — depends on whether the fraudster has already moved the money on, which they typically do within minutes.

Related scam guides

• Report Fraud Filing Assistant
• FOS Complaint Letter Generator
• PSR Mandatory Reimbursement Scheme
• Financial Ombudsman Complaint Guide
• Bank Refund After a Scam UK
• Where to Report — Decision Tree