We're sorry to hear you may have been the victim of authorised push payment (APP) fraud and have been tricked into sending money to a fraudulent account. Here’s how we can support you through it. 

What support can Zopa provide? 

 On 7th  October 2024, a new UK-wide banking regulation from the Payment Systems Regulator (PSR) came into effect. This means that Zopa may reimburse you up to £85,000 if you think you’ve been a victim of APP fraud.  

Please note that you may be charged £100 excess per claim. This means, if you were to make a claim of £1,000, you may only get £900 back. And if you were to make a claim of less than £100, you may not get any money back. 

How do I make a claim? 

To report a potential scam, please contact us as soon as possible. 

You’ll need to have the transaction details, a summary of the situation and any evidence you can provide ready to share with us. A member of our support team will guide you through the next steps to protect your account. 

 What happens once I’ve submitted a claim? 

We’ll communicate with the bank you sent money to to assess your claim. We’ll consider the evidence presented by you and any other relevant information available to try to resolve this situation for you and reimburse you for any losses. In some cases, we may need to ask you for more information. If we do, you’ll need to respond by the deadline provided.  

If your claim is valid, you should get your money back within 5 business days of submitting your claim. In some cases, it can take up to 35 business days to get your money back as we may need to gather extra information.   

We may also ask you to report the scam to the police so that they can carry out their own investigation and take action where necessary.  

How to stay safe from scams 

With the help of technology, scammers are becoming increasingly convincing. So, to help you stay one step ahead, we've pulled together some common scams that you should be aware of, as well as tips on how to spot and avoid them — head here to find out more. 

If you’re looking to dispute a transaction or think you’ve sent money from your Zopa bank account to the wrong person, please click here.