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Authorised Push Payment refunds

From 07 October 2024, to protect you from fraud, MBNA will follow a new set of rules for customer scam refunds.

How to make a claim

Tell us right away if you believe you’ve sent a payment to a fraudster’s bank account.

  • You need to make a claim within 13 months of sending the payment, or the last payment if you sent more than one.
  • You can make a claim for any amount, but we’ll only refund up to a maximum of £85,000.

You should also report this to Action Fraud and the police or allow us to share information with the police if necessary.

What else do you need to know?

Do the rules protect all payments?

No. This is only for payments you make to another bank account by Faster Payment or CHAPS, sent on or after 07 October 2024.

You should pay attention to our guidance and warnings.​

Is there an excess to pay?

We’ll apply a £100 excess from the total refund. This is a fixed amount for each claim you make.

For example, if your claim is for £1000, your refund will be £900.

If something prevents you from being able to protect yourself while making a payment, we won’t apply the excess.

When will you get a refund?

We’ll investigate the information you share and refund you within five working days.

But if we need more time to investigate, it may take up to 35 days.​

We won’t refund your money if you provide false details or pretend to be someone else.

Are there any further details?

To find out more about these new rules, refer to the PSR Consumer Guide.