Identity theft and scams: how to get your money back

Identity theft happens when criminals steal your personal or financial details and use them without your permission. This can include opening accounts in your name, taking out credit, or accessing your bank account.

If money has been taken from your bank account without your permission – including through an unrecognised transfer, a scam, or your debit card being used fraudulently – report it to your bank or card provider as soon as possible. 

Banks must refund unauthorised payments under the Payment Services Regulations, but how much you get back – and how quickly – can depend on whether you acted promptly and whether there’s evidence of fraud or negligence. If a debit card is involved, you may be liable for losses of up to £35, but only in limited circumstances and before the issue is reported.

Always report any unauthorised payments or the loss of your debit card straight away to reduce the risk of further losses and protect your refund rights.

If you think you’ve been the victim of a scam, act quickly. Taking the steps below can help limit the damage and improve your chances of getting your money back.

1. Contact your bank or card provider as soon as possible so they can secure your account and start investigating. Reporting promptly matters, as you could be liable for losses that happen before you report the scam. If a fraudster has opened an account in your name, contact the relevant bank or lender’s fraud team and ask them to close it.
2. Change your passwords, starting with your email account, and use strong, unique passwords. Turn on two-step verification where available to add an extra layer of security.
3. Check your credit report regularly for applications or activity you don’t recognise, our guide How to check and improve your credit report can help you with this. You may also want to consider CIFAS Protective RegistrationOpens in a new window, which tells lenders to carry out extra checks before approving new credit.
4. Report the scam, even if you haven’t lost money. In England, Wales and Northern Ireland, contact Report Fraud on 0300 123 2040  or use the online reporting toolOpens in a new window In Scotland, report it to Police Scotland on 101 or Advice Direct Scotland on 0808 800 9060. You can also report investment or financial scamsOpens in a new window to the Financial Conduct Authority (FCA).
5. Criminals often target victims again, posing as banks, police or recovery services. Remember: your bank and the police will never ask you to move money to a “safe” or “holding” account.

If you need immediate help or support after a scam, you can contact our financial crimes and scams unit on 0800 015 4402.

Once you’ve reported the scam, you may be able to recover some or all of your money, depending on what happened. Learn about getting your stolen money backOpens in a new window

If someone makes unauthorised payments on your credit card, you’re covered under the Consumer Credit Act.

This means you should be able to claim your money back as you’re jointly liable with your credit card issuer.

As with debit cards, you may be liable for the first £35 spent if the card is lost or stolen. However, this is often waived if you report it quickly and have not acted carelessly, such as giving someone your PIN.

Find out more in our guide How section 75 and chargeback protection work for your credit and debit cards.

If your identity has been stolen, the criminal may try to open bank accounts, or apply for credit cards and loans in your name.

You might start to get letters from banks you don’t have accounts with, credit cards you’ve never applied for, or from debt collectors you know nothing about. If this happens, contact your bank straight away and make sure you keep all correspondence.

If you’re worried someone has accessed your personal details – for example by stealing your post or redirecting your mail – it’s important to check your credit file and take steps to protect yourself.

Rather than contacting individual credit reference agencies, you can find up-to-date guidance on how to check and improve your credit report, including what to do if you spot something suspicious, in our guide: How to check and improve your credit report.

If you think your mail has been interfered with, you can also contact Royal Mail customer servicesOpens in a new window or call them on 03457 740 740 for help on what to do next.

As long as you’ve done nothing to compromise the security of your account, you should get your money back.

If you send money by UK bank transfer and are a victim of bank transfer fraud, banks and payment providers are now required to reimburse you up to £85,000. They must send your refund within five working days after you make a claim.

This refund includes an “optional £100 excess” that your bank or payment provider can deduct from your claim.

You’re covered if you use:

• Faster Payments: this is what you will usually use to send free, quick bank transfers instantly to another person or business.
• CHAPs: this is usually used for high value transfers, guaranteed to arrive the same day. For these transactions you’re covered by an similar rule set out by the Bank of England.
• Claims are subject to a 13-month time limit after the last payment was made to a scammer, so it’s important to notify your bank or payment provider as soon as possible.

• Before 7 October there was a voluntary code for banks and payment providers. This meant that there was no mandatory requirement for banks to refund victims of APP fraud.
• Any payments made on or after 7 October 2024 are covered, but if you made a payment before this date and think it could be a scam, your claim would fall under the previous voluntary code of practice.

• The maximum amount you can claim is £120,000. If you lose more than this, you can raise a claim with the Financial Ombudsman Service, which can review your case independently and decide whether further compensation is appropriate. You can contact the Financial Ombudsman Service directly for helpOpens in a new window
  
• It’s important to tell your bank or payment provider as soon as possible after you notice the scam, as delays can affect how your claim is handled.

Your bank might reject your claim for a refund if they believe they can prove that you have been grossly negligent or acted fraudulently. This might include telling someone your PIN or password.

Find out more about unauthorised transactions, and what counts as negligenceOpens in a new window, on the FCA website.

This doesn’t have to be the end of the matter though – you can complain to the bank.

If you’re not happy with the way your complaint has been dealt with, you can then take your complaint to the Financial Ombudsman ServiceOpens in a new window

Scammers use a wide range of tactics, and identity scams can happen online, by phone, by post or in person.

Find out how to spot common warning signs, including bank impersonation scams, cold calls and fake websites, in our guide on how to recognise scams.

Checking an investment or pension opportunity? Use the FCA’s ScamSmart toolOpens in a new window to see if an offer could be a scam and learn how to avoid fraudulent schemes.

You can get emotional support from Victim SupportOpens in a new window as well as help with short- or medium-term money worries, including emergency help and managing a squeezed income.