A payment I didn’t make is on my account: how do I get it back in the UK?
If you did not authorise a card or bank payment, tell your bank at once. It must refund you by the end of the next business day, unless it has reasonable grounds to suspect fraud by you and reports that to the authorities. If you were tricked into approving the payment yourself, other rules apply.
📜 Your rights
The rules in the UK
Tell your bank without undue delay, at the latest 13 months after the debit. It must refund an unauthorised payment by the end of the next business day. You pay at most £35, nothing if the loss was undetectable or no strong authentication was required, everything if you acted fraudulently or with gross negligence.
- The bank may refuse the next-day refund only if it has reasonable grounds to suspect fraud by you and reports this to the appropriate authorities (reg 76). (legislation.gov.uk)
- If you were tricked into sending a UK bank transfer (Faster Payments or CHAPS) on or after 7 October 2024, you can claim reimbursement up to £85,000. Report within 13 months; firms may apply a £100 excess, not for vulnerable consumers. (psr.org.uk)
- Payment firms must normally answer complaints about payment services within 15 business days, at most 35 business days; then you can go to the Financial Ombudsman Service. (fca.org.uk)
🪜 Step by step
- Block the card or appCall your bank’s blocking line now. After you report it, you no longer bear losses (unless fraud).
- Tell the bank in writingUse the letter below: it lists the payments, says you did not authorise them and asks for the refund.
- Report to the policeEspecially with fraud. Keep the report number for the bank.
- Refund refused?Ask for the refusal and the evidence in writing, then go to the financial dispute body under “If the trader does not answer”.
- Tricked into approving it?That is an authorised payment. See “Scammed online” in Who do I contact: report it at once all the same.
✉️ Your letter
Fill in your details. The letter appears on this page: copy it into an e-mail or the trader’s contact form, or print it. Nothing you type is stored.
🧭 If the trader does not answer
Give the trader the time in your letter. Then, in this order:
An out-of-court dispute body (ADR) can settle it. The trader has to tell you which ADR body covers it (on its website, terms or in its reply).
❓ Frequently asked questions
I approved the payment in my app because a “bank employee” told me to. Is it unauthorised?
Usually not in the legal sense: you authorised it. Report it at once all the same; your bank and the police may still be able to stop or recover it.
The bank says I was grossly negligent. What now?
The bank has to show that. Ask for its reasons and evidence in writing and take it to the financial dispute body.
Does this cover credit cards?
Yes: cards, transfers, direct debits and payment apps provided by a payment service provider.
📎 Sources
🔎 What people search
- “unauthorised payment refund the UK”
- “bank refuses refund fraud card”
- “payment I didn’t make bank”
- “card used without permission”
- “dispute transaction letter bank”
🧭 Is this still correct?
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