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From 7 October 2024, to protect you from fraud, Lloyds will follow a new set of rules for customer scam refunds.
Tell us right away if you believe you’ve sent a payment to a fraudster’s bank account.
You should also report this to Action Fraud and the police or allow us to share information with the police if necessary.
What about payments made before 7 October 2024?
For Faster Payments or CHAPS sent before 7 October 2024, your claim may be protected by the CRM code. We’ll continue to review these claims on a case-by-case basis.
No. This is only for payments you make to another bank account by Faster Payment or CHAPS, sent on or after 7 October 2024.
You should pay attention to our guidance and warnings.
We’ll apply a £100 excess from the total refund. This is a fixed amount for each claim you make.
For example, if your claim is for £1000, your refund will be £900.
If something prevents you from being able to protect yourself while making a payment, we won’t apply the excess.
We’ll investigate the information you share and refund you within five working days.
But if we need more time to investigate, it may take up to 35 days.
We won’t refund your money if you provide false details or pretend to be someone else.
To find out more about these new rules, please refer to the PSR Consumer Guide.
Want to know how fraudsters can use your details to win your trust?
Find out how fraudsters try to steal your details.
Fraudsters can pretend to be someone you trust to target your pension.
Fraudsters may pretend to be a genuine company or adviser.
Do you know how to keep all of your devices safe?
Fraudsters may try to steal your personal and banking details.
Fraudsters are always looking for new ways to try to steal your details and money. Discover which scams are common right now.
Contact us right away if you think you’ve been scammed. We can then guide you on what to do next.
If you do everything you can to protect your accounts, we’ll be more likely to refund you if you lose money to a scam.