NatWest Bank Transfer Scam Compensation:
Claim Refunds for Authorised Push Payment (APP) Fraud

There are steps that can be taken if your bank has not met its duties to prevent scams on your account.

The Financial Ombudsman Service (FOS) is an independent, Government-backed body responsible for resolving disputes between financial institutions, such as banks, and their customers. If customers have complained to their bank following an APP scam and have been refused financial reimbursement, the case can be taken to the FOS for an independent review.

In recent years, there have been a number of FOS decisions in which UK banks, such as NatWest, have been found to have failed in their duty of care to consumers by detecting and stopping APP scams as they happen. As industry experts, banks should be regularly monitoring accounts for potentially suspicious activity and halting or investigating any unusual bank account transactions.

While scammers may typically target the elderly and those less ‘tech savvy’, no one is safe from APP fraud, so it pays to be aware of the red flags that indicate fraud.

The Action Fraud website is an excellent resource and gives helpful advice on preventing scams and fraud:

• Keep your personal information safe and secure when using online banking services or making payments over the phone or internet – do not give any personal information like your name, address or bank details, to organisations or people before you have checked they are who they say they are.
• Keep your computer software and security settings up-to-date and use strong passwords – never give anyone remote access to your computer or online banking.
• Scammers often use sophisticated techniques such as spoofing emails or websites and phishing tactics to access your accounts – always double-check links before clicking them.
• Look out for post, phone calls or emails offering you deals out of the blue, especially ones with time-sensitive deadlines – pressure tactics are often used by scammers to make you reach rushed decisions.
• Help elderly or vulnerable friends and family members stay safe, and teach them the signs to look out for.
• Remember, if a deal sounds too good to be true, it probably is!

Our dedicated APP Fraud team has many years of experience dealing with FOS and successfully claiming compensation.

We understand the time limits to be followed, the information needed and the claims and appeals processes. The team will also deal with any complex legal arguments and defences that the bank may raise.

Combining our experienced team and digital case management systems means we can proactively pursue your claim, keep you fully up to date at every stage of your case and aim to get the best possible results.

The specialist fraud team at TLW Solicitors are helping many clients recover refunds on a no-win, no-fee basis. If you have a claim, we will deal with your claim from start to finish, whilst keeping you up to date as the case progresses.

The steps in the claims process are:

1. Submit your claim with us by completing either the online claim form, request a callback, telephone our office, or email us using the contact details provided.
2. A member of the fraud team will discuss your claim with you and advise whether you may have a claim that we can deal with.  If we can assist you, we will send you our welcome pack which contains useful information on what to expect throughout your claim as well as details of what information we’ll need from you.
3. You will be assigned a case handler. If following an initial assessment of your case we think you have a claim, we will be in touch to go through the next steps. If we don’t think you have a claim, we will provide our reasons why so that you may consider other options.
4. Your case handler will ask for and review any additional documentation needed to progress your claim, this will include contacting the banks involved on your behalf. You will be kept up to date by email and phone calls if required.
5. Depending on the circumstances of your case and due to a wide range of factors outside of our control, making a refund claim can take several months to complete – as your case progresses, we will try to give you as much information as possible about the likely timescales. We will continue to update you on your claim, and you will be able to contact your dedicated case handler if there are any issues or concerns.
6. We work on a ‘no win, no fee’ basis, which means that if your claim is unsuccessful, there will be no charge for the work we do.

Members of TLW Solicitors’ APP Fraud team have been featured on the BBC’s consumer programme, Morning Live and in a BBC One series, ‘Northern Justice’.  Episodes from the programme show how TLW Solicitors helped scam victims recover substantial compensation.

Full details about the BBC series and how TLW successfully supported our clients can be found here.