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FAQ on Authorised Push Payment (APP) fraud

What is the APP Reimbursement Regulation?

In the UK, the Payment Systems Regulator introduced a new regulatory requirement to protect victims of Authorised Push Payment (APP) scams. This regulation, known as the APP Reimbursement Regulation, came into effect on 7 October 2024. As required by the Regulation, we informed you about changes to the Master Service Agreement (MSA) reflecting the new rules by 9 April 2025.

What is Authorised Push Payment (APP) fraud or a scam?

Authorised Push Payment (APP) fraud occurs when an individual is deceived into transferring money to a fraudster posing as a legitimate payee. Common types of APP fraud include:  

  • Investment Scams: Criminals convince victims to 'invest' with promises of high or guaranteed returns.
  • Impersonation Fraud: Fraudsters pose as representatives from banks, the police, or other trusted organisations to steal money.
  • Invoice Fraud: Fraudsters send fake invoices that appear genuine.

Am I eligible for reimbursement under the APP Reimbursement Regulation?

To be eligible for reimbursement, you must meet the following conditions:

(1) Eligible Customer:

  • You are a microenterprise (an organisation employing fewer than 10 people and with an annual turnover or balance sheet total of up to €2 million), or
  • You are a charity with an annual income of less than £1 million, as defined by the Charities Act 2011.

(2) Eligible Transaction:

  • The transaction took place on or after 7 October 2024.
  • You transferred money from your Pleo account to another UK account using Faster Payments or CHAPs.
  • You were deceived into sending money to a fraudster pretending to be a legitimate payee.
  • The account you sent the money to is located in the UK and is not controlled by you.


(3) Your Conduct:

  • You did not act fraudulently, dishonestly, or with gross negligence (refer to the MSA for more details).

When will I receive the reimbursement?

If you meet the eligibility criteria (refer to the MSA for detailed terms):

  • You will be reimbursed up to £85,000 within 5 business days of the refund request.
  • In complex cases, the reimbursement process may take up to 35 business days.

Please note: Reimbursement will not be provided under the following circumstances:

  • If you acted fraudulently, dishonestly, or with gross negligence (e.g., failing to report the fraud promptly, withholding requested information, or refusing to cooperate with the authorities).
  • If you are not an eligible customer or the transaction does not qualify for reimbursement as per the APP Reimbursement Regulation.

We encourage you to carefully review the Master Service Agreement (MSA) for further information regarding eligibility requirements.