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Bank Negligence Compensation

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

Quick guide

  • UK banks, including NatWest, have obligations to keep customers safe from scams and fraud in their bank accounts.
  • Recent investigations have found that some banks have failed in their responsibilities to protect customers from Authorised Push Payment (APP) fraud.
  • If you have been a victim of APP fraud in your NatWest bank account, TLW Solicitors may be able to secure you compensation on a no-win no-fee basis.

Have you lost money to a NatWest bank transfer scam?

You may be eligible for compensation if NatWest failed
in its duty to safeguard you from bank transfer fraud

Regrettably, we cannot assist if you transferred your money to the scam before July 2019.

NatWest bank transfer and APPscams

Bank transfer scams, also known as Authorised Push Payment (APP) fraud, are an increasingly common form of cybercrime in which criminals manipulate victims into transferring money directly from their bank account to the account of the fraudster.

This is done using a combination of social engineering techniques such as:

  • Romance scams – where the fraudster poses as a potential suitor in order to get close to the victim and convince them to send personal details and money.
  • Cryptocurrency scams – fraudsters promise financial ‘quick wins’ to persuade would-be investors to transfer money to build fake cryptocurrency portfolios.
  • Impersonation scams – where the scammer claims to be calling from a trusted organisation or company, such as the victim’s bank or building society or uses number spoofing to impersonate a family member or friend.
  • Investment scams – as people try to earn more money for later life, or pension, scammers use this information to target would-be investors with bogus investment schemes.

Once the scam victim has willingly authorised the transaction, because they believe the request for money to be genuine, the fraudsters will move the money on from the receiving account, often overseas, making it virtually impossible to recover. In some cases of ‘two-step bank fraud’, victims are instructed to move their own money first from one bank to another, and then again into ‘a new account’ set up in their name – which is in the control of the scammer.

If you suspect you have been the victim of an APP scam, then urgently report this to the bank, the police, and Action Fraud, the UK’s national reporting centre for fraud and cybercrime. If you have lost money, this may lead to a criminal investigation by the police. However, as the nature of APP scams mean that victims have authorised the transactions themselves, sometimes banks refuse to accept liability for the scam and refuse to pay any refund or compensation.

If this has happened to you, there are next steps that can be taken to refund your losses.

Start Your Compensation Claim Online

or call us on 0800 169 5925

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.

If you, a friend or a relative has been the victim of a NatWest bank transfer scam, please contact our specialist team for a no-obligation discussion about your claim.

We offer a confidential, no-obligation assessment of your case and will decide whether to pursue your claim. If we take on your case, we operate on a ‘no win, no fee’ basis, meaning you do not pay us anything if your refund claim is unsuccessful.

You can call us on 0800 169 5925, email info@tlwsolicitors.co.uk or complete either the make a claim online or call-back forms below.

Getting advice as soon as possible is important as strict time limits can apply.

Minimum case values apply.

Meet Our Team

Meet Sarah, who heads up our experienced Authorised Push Payment Fraud Claims team.

Sarah and her colleagues are on hand to help with your claim.

TLW Solicitors pledge to:

  • Always fight your corner.
  • Explain anything you don't understand.
  • Provide full transparency on our charges.
  • Never ask for any upfront payment.
  • Recover the best compensation we can.
  • Keep your personal information safe.
  • Respond quickly to any queries.