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Unauthorised payments

Payments taken from your account without your knowledge or consent.

Payments you did not make or agree to, after your card, account or device was compromised.

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A man sitting on his bed in the morning, shocked at transactions on his phone.
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How the scam works

If money left your account without your permission, for example after a stolen card, a hacked account or a SIM swap, you are usually treated differently from someone who was tricked into sending a payment. Report it to your bank as soon as you notice.

  1. 1

    Details stolen

    Your card is stolen or copied, your online banking is hacked, or your phone number is taken over in a SIM swap.

  2. 2

    Access gained

    Criminals change your contact details, add new payees or set up new devices, sometimes using codes they tricked you into sharing.

  3. 3

    Money taken

    Payments, card purchases or loans are made in your name, often quickly and outside normal hours.

  4. 4

    You notice

    You spot unfamiliar transactions, lose access to your account, or your phone suddenly loses signal.

An example of how it happens
A nurse’s phone lost signal one evening. By the morning, criminals who had taken over her number had reset her banking password and transferred £6,200 to new payees.
Illustrative example based on common cases, not a real client.

Warning signs

  • Transactions or new payees you do not recognise
  • Being locked out of your online banking or email
  • Your phone suddenly losing signal (a possible SIM swap)
  • One-time passcodes arriving that you did not request
  • Cards or statements going missing

How to protect yourself

  • Never share one-time passcodes, even with someone claiming to be your bank
  • Use strong, unique passwords and two-step verification on email and banking
  • Ask your mobile provider about extra protection against SIM swaps
  • Check statements and set up transaction alerts

Can you get your money back?

Often, yes. It depends mainly on how you paid. These are the routes that usually apply to this type of scam.

  • A payment you didn’t make

    If you didn’t authorise a payment, your bank should normally refund it promptly, unless it can show you acted fraudulently or with gross negligence. Report it as soon as you notice.

  • Debit or credit card

    You may be able to ask your card provider for a chargeback, or claim under Section 75 for credit card purchases between £100 and £30,000. Chargebacks have strict time limits, so act quickly.

A general guide to UK rules. Every case depends on its facts, and nobody can guarantee an outcome. Check your bank.

If it has just happened

Speed matters. These steps protect you and give your bank the best chance to act.

Call your bank first, using the number on your card or its official website. Do not use numbers given to you by the caller or in a message.

A woman on the phone to her bank, holding her card and looking at her laptop.

  1. Contact your bank now

    Call the number on the back of your card or on your bank's official website. Tell them it is fraud. The sooner they know, the better the chance of stopping or tracing payments.

  2. Stop further payments

    Do not send any more money, even if you are promised a refund, a release fee or a withdrawal. Stop contact with the scammer.

  3. Secure your accounts

    Change passwords for your email and banking, remove any remote-access apps, and turn on two-step verification.

  4. Report it

    Report the crime to the police or your national fraud reporting service and keep the reference number.

  5. Keep the evidence

    Save messages, emails, screenshots, website addresses, wallet addresses and statements showing every payment.

A case handler wearing a headset, listening to a caller and taking notes.
How we can help

We build the case, you follow every step

We review what happened for free, help you gather the evidence, and pursue a complaint with your bank, escalating to the ombudsman if needed. You can also claim for free yourself.

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Questions about this type of scam

My bank says I was grossly negligent. What does that mean?

It is a high bar that means very significant carelessness. Banks sometimes rely on it wrongly, and the decision can be challenged.

I shared a code with the caller. Is it still unauthorised?

It depends on what you were told and what you agreed to. Many cases involving shared codes are still treated as unauthorised.

How quickly should I report it?

As soon as you notice. Reporting promptly protects your rights and gives the best chance of stopping further payments.

Can you guarantee I will get my money back?

No. Nobody can honestly guarantee a recovery. Outcomes depend on how the payments were made, what your bank did, the rules that apply and the evidence available. Be wary of anyone who promises a guaranteed result.

Do I have to use a company to make a claim?

No. You can complain to your bank yourself for free and, if needed, escalate to the ombudsman yourself. Our Claim it yourself guide explains how. Some people prefer help with the evidence and the process, and that is what we offer.

What does it cost?

Our fees are set out in full on the Our fees page before you sign anything. You will never be asked to pay a "release fee", a "tax" or anything in cryptocurrency to receive recovered money.

How long does it take?

It varies. Banks usually respond to a complaint within a few weeks. If a case goes to the ombudsman, it can take several months. Your portal shows each step as it happens.

All questions

Further reading

Other types of scam

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