How can we help you?

We need to continually introduce more ways to protect you from fraud and scams. We're committed to working together as an industry and with others, like telecomm’s, to tackle fraud and scams together.

That is why we were one of the founding members of the group of banks which established the new Authorised Push Payment Scam (APP) Code. The Code is voluntary, and we are one of eight banks who are signing up to it when it launches on 28 May 2019.

The new Authorised Push Payment (APP) Scam Code has been launched to help those who have lost money due to a scam.

What is an APP scam?

APP scams occur when you're tricked into authorising a payment to an account that you believe belongs to a legitimate person or company, but in fact turns out to be a scammer. APPs can be carried out over the phone, online, or in person.

How will the new APP Code protect me?

If you're eligible, under the new APP Code you'll be fully reimbursed if you fall victim to an APP scam, as long you meet certain conditions. This may include:

  • Validating the authenticity of the payee or the goods or services you've bought or that the individual or business is who they claim to be, to make sure the payment you'll make is legitimate
  • Responding to targeted scam warnings from us when making a new payment, or setting up or amending a payee

Under the APP Code, we'll do more to protect you, including improved procedures to detect, prevent and respond to APP fraud. This involves a greater level of protection for customers considered to be vulnerable to this type of fraud.

Also, so we can prevent accounts from being used to launder the proceeds of APP fraud, we'll have procedures to prevent, detect and respond to the receipt of funds from this type of fraud.

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