The Consumer Standard of Caution

As part of the new approach, a Consumer Standard of Caution has been developed which sets expectations for you, as the consumer, when sending money and making APP fraud reimbursement claims. There are four components you must follow:

• Pay attention to specific interventions by us, PPT or an appropriate authority while you’re setting up a payment

• Promptly report to us when you discover or suspect that you’ve been a victim of APP fraud;

• Respond promptly to any information requests that we, or PPT, might make when assessing a reimbursement claim

• Upon request by us or PPT, give us consent to report the APP fraud to the police on your behalf, or report the matter directly yourself

If we, or PPT, determine that the above standard hasn’t been met, we may decline to reimburse you. This standard will not apply if we’ve identified you as a vulnerable customer.