Fraud victims to get more powers to complain

From January 31, 2019, scam victims who have been tricked into transferring money directly to a fraudster will soon have stronger powers to complain about the bank that received the money.

The bank receiving money from a victim of this authorised push payment (APP) fraud, will have to take the victim’s complaint on if one is made to them about how they are handling the situation.

If, after complaining, the scam victim is still unhappy with the way the receiving bank has handled their case, the new rules will allow them to escalate their complaint to the Financial Ombudsman Service (FOS).