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Impersonation Scams
Impersonation scams — where criminals pose as your bank, the police, HMRC, or a solicitor — are the largest single category of authorised push payment fraud. Almost every victim is entitled to reimbursement under the new PSR rules.
£239m
Lost to impersonation fraud in the UK in 2023
Up to £85k
Mandatory reimbursement per PSR claim
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Trustpilot rating
Warning Signs to Watch For
- A call, text, or email from "your bank" about suspicious activity
- Instructions to move money to a "safe account" in your own name
- A spoofed caller-ID matching a real bank or government number
- Pressure to act immediately and not discuss with anyone
- A follow-up message instructing you to ignore Confirmation of Payee warnings
- A claim that the police or NCA are involved in a covert operation
Our Recovery Process
1
Document
We preserve the call records, messages, and bank-app screenshots that build the complaint.
2
Assess
We identify the bank's failures around CoP, fraud-pattern detection, and customer protection.
3
Pursue
We file CRM, PSR, and FOS complaints to compel reimbursement.
4
Recover
We secure your refund and pursue any losses above the cap separately.
The "Safe Account" Playbook
The most damaging impersonation scam is the "safe account" attack. The criminal, posing as your bank or the police, convinces you that fraud is in progress on your account and that funds must be moved "for safety". The destination is of course controlled by the fraudster. Sophisticated variants involve spoofed caller-ID and even fake "crime reference numbers".
Why You Are Entitled To A Refund
The whole structure of impersonation fraud is to deceive victims into authorising payments. Both the CRM Code and the new PSR mandatory reimbursement rules recognise this and require banks to refund blameless victims, generally up to £85,000 per claim. Banks frequently refuse on first request — we challenge those refusals through formal complaints and FOS escalation.
Tricked by a fake bank or police call?
Speak with our specialists today — free, confidential, no obligation.
Frequently Asked Questions
Usually not. The threshold for "gross negligence" is high, and banks routinely overstate it. We challenge these refusals successfully every week.
This is a common feature of safe-account scams. It does not weaken your claim — the loss occurred when the funds left for the fraudster.
You should report to Action Fraud, but criminal investigation is rare. Our work is the civil recovery route, which is much more likely to return your money.
Affected by impersonation scams?
Our team of expert fraud lawyers can help you recover your lost funds.