How can I report APP fraud?
- Last updated on October 15, 2024 at 9:30 AM
If you’re a victim of APP fraud, you may also be a victim of crime. As such, it’s important that you report it to the police. Doing so may help identify fraudsters, protect yourself and others in the future, or assist in recovery of your money.
Reporting to Action Fraud
In the UK, the main way to report fraud is via Action Fraud, the UK's national reporting centre for fraud and cybercrime. On their website, you can:
File a report and follow up on its status
Find a victim support page that explains your rights as a fraud victim
Find contact details for support services
If you prefer to report by phone, the number for Action Fraud is 0300 123 2040 (operated Monday to Friday).
If you're not able to report the fraud yourself, we can often report it for you. We may need to share the details of your case (such as the fraudulent transaction details or your communications with the scammer) and your personal details (such as your name and account information), but we’ll always ask for your consent before doing this.
We strongly recommend that you report your case to the police, as not doing so could impact the eligibility of your claim for reimbursement. They’ll give you a Crime Reference Number (CRN) which you’ll need to share with us when raising your claim.
Reporting to Monese
You should also contact us, as soon as possible. To help us respond quickly and effectively, please provide us with as much information as possible, including the details of the fraudulent transaction, any evidence of communication with the scammer, and your Crime Reference Number (CRN)..
Here's how you can get in touch with us:
In-app chat after logging into your Monese account
Email us at fraudhelp@monese.com
What happens after an APP scam is reported?
Working together with your account provider and our UK payment processing partner, PPT, we’ll assess your claim against the established reimbursement criteria. If the claim is deemed valid, you should be reimbursed (less an excess of up to £100) within five business days (i.e. not Saturdays, Sunday or public holidays).
In some cases we, or PPT, might need extra time to gather information to assess your claim. In such cases, it may take up to an extra 35 business days (Monday-Friday) to reach a decision. If your claim isn’t considered valid, we’ll explain why to you. If you’re unhappy with the outcome of your claim, you can raise a complaint at complaints@monese.com or by escalating to the Financial Ombudsman Service (FOS).
We want to keep our customers safe from fraud. Authoritative research shows that fraudsters looking to commit APP fraud deliberately target people who they think are more likely to trust their story, or are otherwise more susceptible to being deceived. Unfortunately, some people fall victim to APP fraud on multiple occasions.
If you consider yourself to be particularly vulnerable or susceptible to scammers, do please let us know by contacting our Support team. If we have this information captured, with your consent, we are better able to focus our efforts on those customers who most need our help.