APP Scam Reimbursement Decision Letter under PSR Mandatory Rules

For fraud and complaints teams at UK banks, building societies and payment firms: turn claim details, scam type, timeline and caution evidence into a clear, defensible APP scam reimbursement decision letter with excess, gross negligence reasoning and Financial Ombudsman rights.

Use cases

• A building society fraud team issues a reimbursement decision on an investment scam within the 5-business-day deadline.
• A payment firm documents why gross negligence does not apply where its warning did not fit the scam the customer fell for.
• A complaints handler drafts a clear partial-refund letter after funds were recovered from the receiving bank.