This guide explains Authorised Push Payment (APP) scams and outlines the steps to request a reimbursement. It is designed to help you understand the eligibility rules, your responsibilities, and how Team Teya processes your claim.
What is an APP scam?
An APP scam occurs when someone is tricked into sending a Payment to an impostor posing as a genuine payee. Common examples include:
- Impersonation scams: Impostors pose as a legitimate company or government organisation to trick you into transferring money.
- Purchase scams: Scammers offer goods or services that do not materialise.
- Romance scams: Impostors form relationships to request money through emotional manipulation.
- Investment and loan scams: Scammers promise high returns or charge an administrative fee for a loan you never receive.
Am I eligible for reimbursement?
The reimbursement rules apply to domestic transfers made using the Faster Payments Systems on or after 7 October 2024. Claims are capped at £85,000, and Teya is entitled to charge a claim excess of £100 per claim.
Important: You must raise your claim within 13 months of the final Payment made as part of the scam.
What is not covered?
Reimbursement does not apply in all situations. We will Reject a claim if it involves:
- Your knowing participation in the situation.
- Failing to follow the consumer standard of caution.
- Card Payments, international transfers, cheques, or cash Payments.
- Funds subject to a private civil dispute or sent for unlawful purposes.
What is the consumer standard of caution?
When making a Payment, you must take reasonable steps to protect your Account. Failure to meet these expectations can result in your claim being Rejected, unless you are classified as a vulnerable customer.
You are expected to:
- Follow warnings or advice issued by Team Teya or national authorities.
- Report any suspicious transactions to us as soon as you notice them.
- Share requested information to support our account review.
- Report the incident to the police.
How do I raise a claim?
Contact us immediately via in-app chat, email, or phone to initiate your claim.
How long does the decision take?
We will review the evidence and assess your claim. If Approved, the funds will be settled to your Account.
This process takes up to 35 business days. Our team assesses each case individually and might ask you to share further documentation.
Next step: If you disagree with the outcome, you can escalate the issue through our complaints process or contact the Financial Ombudsman Service.