What actions does Monese take when you receive an APP claim?

  • Last updated on October 15, 2024 at 10:07 AM

If your claim  satisfies the criteria of a reimbursable APP scam payment, we’ll confirm this with you in writing and credit the reimbursable amount to your relevant account(s). If appropriate, we’ll explain why the reimbursable amount is less than the total value of the reimbursable APP scam payment(s).

If your claim is valid, in most cases you should be reimbursed within five business days of making a claim. Business days are Monday to Friday and exclude all UK bank holidays and include additional holidays in Northern Ireland and Scotland.

In some cases, it can take up to 35 days for you to be reimbursed. This is when we need extra time to gather information from you, the bank that received the payment, or a statutory body (such as the Financial Conduct Authority) to inform their assessment of the case.

We may apply a single claim excess to each APP scam claim, up to the maximum claim excess value set by the PSR and published on their website here

No new excess will be applied to linked claims.

There will be no claim excess if you were a vulnerable customer at the time that you made at least one of the APP scam payment(s) within the APP scam claim and that vulnerability affected your ability to protect yourself from the scam.

The value of the reimbursable amount credited to you shall be the full value of all reimbursable APP scam payments, up to the maximum level of reimbursement and less any claim excess imposed.

The maximum level of reimbursement is applied across all linked claims.

If it’s assessed that a reported APP scam payment(s) doesn’t satisfy the criteria of a Reimbursable APP scam payment, we’ll inform you of this in writing.

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). 

Defined terms in the FPS rules and CHAPS APP scam rules, each as applicable and as amended from time to time, shall apply to this 4 October 2024.