What's going on
Push payment fraud, sometimes called APP fraud (authorised push payment), is what happens when a criminal tricks you into sending money from your own bank account to one they control. The "safe account" version is the most common form. Someone rings you pretending to be from your bank's fraud team, tells you that your account has been compromised, and walks you through moving your savings to a new account. Except that new account is theirs.
UK Finance reported that APP fraud cost victims £450.7 million in 2024, with around 186,000 cases logged across the year (UK Finance Annual Fraud Report 2025). That is down from £459.7 million in 2023, but the figures are still staggering. The average loss per case runs into thousands of pounds, and some people lose their entire life savings in a single phone call. Since October 2024, new rules from the Payment Systems Regulator mean banks must reimburse most victims up to £85,000, but that is no comfort if you have just been cleaned out.
What these calls sound like
The scripts vary, but the pattern is always the same. Someone calls claiming to work for your bank, builds a sense of urgency, and steers you towards moving money. Here are some examples based on real reports.
"Hello, this is the fraud department at [your bank]. We've detected some unusual activity on your account. For your protection, we need you to move your funds to a secure holding account while we investigate. I'll give you the sort code and account number now."
"We've frozen a suspicious payment on your account. To release the block, we need to verify your identity. Can you confirm your full name, date of birth, and the last four digits of your card? I'll then transfer you to our secure payments team."
"I'm calling from [bank] security. Someone has tried to set up a direct debit on your account. We've blocked it for now, but your account is still at risk. You need to move your money to a safe account straight away. Don't worry, we'll move it back once the investigation is complete."
"[Bank] ALERT: A payment of £1,299.00 has been attempted on your account. If this was not you, call us immediately on 0800 XXX XXXX." (The number goes straight to the scammer.)
Why these calls are so convincing
Criminals buy stolen data from breaches, so they already know your name, your bank, and sometimes your address. They spoof their caller ID so your phone shows your bank's real number. Some even tell you to hang up and call the number on the back of your card, but they stay on the line so you never actually disconnect. Everything is designed to stop you from pausing and thinking clearly.
How the scam works, step by step
This is how a safe account scam plays out from start to finish. Understanding each stage makes it far easier to spot when it's happening to you.
1. The call comes in
Your phone rings and the caller says they're from your bank's fraud team. The number on your screen might match your bank's genuine number because the criminals have spoofed their caller ID. They sound professional. They use your name. They might even reference a recent transaction to prove they're legitimate.
How do they know so much about me?
Data breaches. Millions of records from UK companies have been leaked over the years. Criminals buy lists that include names, addresses, phone numbers, email addresses, and sometimes partial card details. A quick search on social media fills in the gaps. That is how they know which bank you're with before they ring.
2. They create panic
The caller tells you something alarming. Your account has been breached. A large payment is about to leave. Someone has cloned your card. They need you to act now. The whole point of this stage is to put you in a state where you stop thinking logically and start following instructions. The more frightened you are, the easier you are to control.
The "don't tell anyone" trick
They often say you must not tell anyone about the call, not even your partner or family. They claim it could compromise the investigation. This is a tactic to isolate you. A real bank would never tell you to keep a fraud investigation secret from the people you trust.
3. They walk you through the transfer
Now comes the sting. They give you a sort code and account number for the "safe account" and talk you through moving your money. Some will stay on the phone while you log in to your banking app. Others will tell you to go to your local branch and make the transfer in person. They coach you on what to say to the cashier if asked why you're moving a large sum. They might tell you to say it's for a house purchase or a family member.
4. The money vanishes
The moment your transfer goes through, the criminals move the money again, often splitting it across several accounts, converting it to cryptocurrency, or sending it abroad. Within minutes, it's gone. Because you authorised the payment yourself (even though you were tricked), the bank's standard fraud protections do not kick in the way they would for an unauthorised card transaction. That is what makes this type of fraud so devastating.
Why "authorised" matters
When someone steals your card and uses it, the bank treats that as unauthorised fraud and refunds you automatically. But with a push payment scam, you pressed the buttons yourself. Until October 2024, banks had no legal obligation to give you a penny back. That has now changed, but the distinction still matters.
How to tell a real bank call from a scam
Signs it's a scam
- • Asks you to move money to a "safe" or "holding" account
- • Tells you not to discuss the call with anyone
- • Creates urgency ("you must act now")
- • Gives you a sort code and account number to transfer to
- • Coaches you on what to tell your bank branch
- • Asks for your full PIN, password, or card security code
- • Stays on the line when you try to hang up and call back
What your real bank does
- ✓ Will never ask you to move money to another account
- ✓ Will never ask for your full PIN or online banking password
- ✓ Will never tell you to keep a call secret
- ✓ Will never rush you into a decision on the phone
- ✓ May ask you to confirm part of your details, not all of them
- ✓ Will encourage you to hang up and call back if unsure
- ✓ Will freeze a suspicious transaction without needing you to do anything
The five minute rule
Hang up. Wait five minutes. Call your bank yourself.
This one rule stops almost every safe account scam dead. When someone rings claiming to be your bank, hang up the phone. Wait at least five minutes. Then call your bank on the number printed on the back of your debit card or on their official website. Use a different phone if you can, or make sure you hear a fresh dial tone before calling.
Hang up
End the call. Don't let them keep you on the line.
Wait five minutes
On landlines, the scammer can hold the line open after you hang up. Waiting clears it.
Call your bank yourself
Use the number on your card. If it was real, they'll know about it.
Transferred money? Do this right now
Ring your bank straight away
Call the number on the back of your card and tell them you believe you've been the victim of a push payment scam. Give them the details of the transfer, including the amount, the account you sent it to, and when you made the payment. The sooner you call, the better the chance they can freeze the receiving account before the money is moved on. Every minute counts.
Report it to Action Fraud
Report the scam at reporting.actionfraud.police.uk or call 0300 123 2040. This creates a police record and feeds into the National Fraud Intelligence Bureau. In Scotland, report to Police Scotland on 101 instead.
Ask your bank about the PSR reimbursement rules
Since 7 October 2024, if you sent money through Faster Payments and were tricked by a scam, your bank must reimburse you up to £85,000 under rules set by the Payment Systems Regulator. The bank may apply an excess of up to £100, but no excess at all for vulnerable customers. You should not have to fight for this. If your bank refuses, you can escalate to the Financial Ombudsman Service.
Secure your accounts
Change your online banking password and any other passwords you shared during the call. If you gave out personal details like your date of birth or National Insurance number, check your credit report with Experian, Equifax, or TransUnion. Watch for any credit applications you didn't make.
Your rights: the new reimbursement rules
Until October 2024, getting your money back after a push payment scam was a gamble. Some banks were good about it. Others were not. The rules have now changed.
Mandatory reimbursement up to £85,000
From 7 October 2024, payment firms that use the Faster Payments system must reimburse APP fraud victims up to £85,000 per claim. This applies to payments made on or after that date. The cost is split between the sending bank and the receiving bank (PSR Policy Statement PS24/7).
Maximum £100 excess
Banks can apply an excess of up to £100, meaning you might not get back the first £100 of your loss. But if you are classed as a vulnerable customer, no excess can be charged at all.
Five business day deadline
Your bank must reimburse you within five business days of your claim, unless they need more time to investigate. Even then, they can only delay for a maximum of 35 business days in complex cases.
Faster Payments only
The mandatory reimbursement rules apply to payments made through the Faster Payments system. This covers most UK bank transfers. CHAPS payments, international transfers, and other payment methods are not covered by these specific rules, though your bank may still choose to reimburse you.
Escalate if your bank refuses
If your bank turns down your claim or you're not happy with how they've handled it, you can complain to the Financial Ombudsman Service. The ombudsman is free to use and their decisions are binding on the bank. Call 0800 023 4567 or go to financial-ombudsman.org.uk.
Source: Payment Systems Regulator, Policy Statement PS24/7, published June 2024. The rules came into force on 7 October 2024 under Specific Direction 20. The original proposed cap was £415,000 but was reduced to £85,000 before launch.
Tricks they use to keep you on the hook
These scammers are well rehearsed. If you start to doubt them, they have a playbook of responses designed to pull you back in.
"Check the number on your screen"
They spoof your bank's genuine number. Seeing the right number on your phone proves nothing. Criminals can make any number appear on your caller ID using widely available technology.
"Call us back to verify"
They tell you to hang up and call the number on your card. But on landlines, if the caller doesn't hang up, the line stays open. When you dial your bank, you're actually still connected to the scammer, who plays a fake dial tone and answers as your bank.
"We'll send you a security code"
Some will trigger a real text from your bank (by attempting to log in to your account with stolen details) and then ask you to read the code back to them. Never share a security code with someone who has called you.
"A police officer will collect your card"
Some versions of this scam involve a fake police officer coming to your home to collect your bank card. The police will never come to your door and ask for your bank card. Full stop.
Where to report
Your Bank
Always start here. Call the fraud line on the back of your card. They can try to recover the money and start the reimbursement process.
Action Fraud
The national fraud reporting service for England, Wales, and Northern Ireland
Financial Ombudsman Service
If your bank refuses to reimburse you or you're unhappy with their response
Police Scotland
If you live in Scotland, report fraud directly to Police Scotland
Frequently Asked Questions
Will my bank refund me if I fell for this scam?
Can scammers really make my bank's number show on my phone?
What is the difference between APP fraud and card fraud?
Why do they tell me to lie to my bank about why I'm transferring money?
Are older people more at risk?
Golden Rules for Avoiding "Safe Account" Scams
- Your bank will never ask you to move money to a safe account
- Hang up, wait five minutes, call your bank yourself
- Never share a security code with someone who called you
- The number on your screen can be faked
- If they say "don't tell anyone," that's a red flag
- Be honest with bank staff about why you're transferring money
- If you've transferred money, call your bank immediately
- Talk to elderly relatives about this scam