If you pressed confirm, the bank will often say the payment was authorised and the loss is yours. That sentence describes who sent the money. It does not answer whether the firm did enough when the payment looked like fraud.
What the complaint can still ask
- Was confirmation of payee a match, a close match, or no match, and were you told?
- Did the questions in the app or on the phone match the risk, or were they generic?
- Had you been coached to give a false reason for the payment?
- Was there a pattern of new payees and rising amounts over hours or days?
For many Faster Payments and CHAPS transfers made on or after 7 October 2024, there is also a reimbursement scheme for authorised push payment scams, with its own cap, excess, and exceptions. Older payments, international payments, and some card payments sit outside that scheme and are argued on the firm’s complaint-handling duties instead.