Authorised Push Payment fraud (APP fraud) happens when someone tricks you into sending money to them under false pretences. Fraudsters may contact you by phone, email or social media, pretending to be someone else. These scams can be complex and very convincing. APP fraud payments are requested by bank transfer or other types of online payment, so they can’t be reversed once you realise you’ve been a victim.
We aim to keep you secure without impacting your ability to use your accounts by operating a range of specialist fraud prevention and detection tools and techniques:
Our priority is to prevent fraud from happening in the first place, but when it does occur we’ll support you trying to recover your money with our claims process. If you think you’ve been the victim of a scam, call our Fraud and Security Team on 0345 835 3353 straight away. Our lines are open 24 hours a day, 7 days a week.
Telling us everything about your situation gives us the best possible chance to recover your money.
We’ll work on your behalf to investigate your claim and recover as much of your money as we can. We’ll inform you of the outcome of our investigation within 15 days of the scam being reported.
In the vast majority of cases we’ll refund losses through APP fraud involving payments made using Tesco Bank accounts. However, in exceptional circumstances our investigations may conclude that all or part of an APP fraud related loss will not be refundable, due to:
UK Finance are sponsoring the adoption by Banks and other Payment Service Providers of a voluntary code, establishing a consistent industry framework of good practice in relation to the prevention and investigation of APP fraud, and the provision of compensation to its victims.
Tesco Bank is committed to signing up to this code and are taking active steps to ensure we can do this as soon as possible. Customers continue to benefit from Tesco Bank’s strong fraud protections as we work towards full implementation of the code, and any customer who falls victim to an APP fraud will be compensated in line with the provisions of the APP Code.