Will Royal Bank of Scotland (RBS) Refund Scammed Money? What You Need To Know

scam support
Written By Stuart McFadden

If you were the victim of a scam and you sent the funds from a Royal Bank of Scotland (RBS) account you may be able to recover your funds under new reimbursement rules introduced in October 2024 for Authorised Push Payment Fraud (APP) in the UK.

This guide will provide you with the following information:

  • What the new reimbursement rule means for you

  • When Royal Bank of Scotland (RBS) has to refund you

  • What counts as Authorised Push Payment (APP) fraud

  • How to claim your scammed money back

  • What to do if Royal Bank of Scotland (RBS) rejects your claim

What Is APP Fraud - And Why It Matters

Authorised Push Payment (APP) fraud happens when a scammer manipulates you into sending them money. You authorise the payment, but only because you were deceived.

Common examples include:

Why this matters: If you were tricked, you should be protected. APP fraud victims are now covered by strong reimbursement rules, which significantly increase your chances of getting your money back.

What Changed In October 2024 - And What It Means For You

On 7 October 2024, the Payment Systems Regulator (PSR) introduced Mandatory Reimbursement (MR) for APP fraud. This was a major shift, and it benefits scam victims.

In simple terms: Refunding scam victims is now a legal obligation, not a goodwill gesture. Most APP fraud victims must be refunded by their bank.

Key parts of the new rules:

  • Banks must refund most APP fraud victims

  • Maximum refund: £85,000 per claim

  • Banks can deduct an excess of up to £100 (this doesn’t apply to vulnerable customers)

  • Victims must report the scam and provide info promptly

  • Banks cannot delay claims indefinitely

What this means for you: If you were manipulated into transferring money, Royal Bank of Scotland (RBS) will usually have to reimburse you, and quickly.

Royal Bank of Scotland’s Policy - When You Are Likely To Get Refunded (Or Rejected)

Royal Bank of Scotland (RBS) has long been part of the Contingent Reimbursement Model (CRM Code), so they already had a system for assessing scam claims. The new 2024 rules strengthen your position even further when claiming for your refund.

You’re likely to get refunded if:

  • You were genuinely tricked

  • You didn’t knowingly send money to a scammer

  • You reported the scam quickly

  • You cooperated fully with the bank

  • You didn’t ignore clear, specific scam warnings

Royal Bank of Scotland (RBS) may refuse your refund if:

  • They believe you knowingly authorised the payment

  • You didn’t respond to their information requests

  • You ignored specific scam warnings shown at the time of payment

  • You shared secure info (PINs, login codes, etc)

What This Means For You (And Other Royal Bank of Scotland Customers) In 2026

Thanks to the 2024 rule changes, Royal Bank of Scotland now has a legal duty to refund most APP scam victims.

This means:

  • Your chances of getting your money back are significantly higher

  • You’re protected for up to £85,000 per claim

  • Vulnerable customers get even stronger protections

  • Royal Bank of Scotland (RBS) must handle your claim within proper timelines

But remember: Refunds aren’t automatic. You still need to act quickly, cooperate, and show you were misled.

Should You Expect Royal Bank of Scotland (RBS) To Refund You?

In many cases, yes.

If you were deceived, acted reasonably, and reported the scam quickly, there’s a strong chance Royal Bank of Scotland (RBS) will refund you - especially under the October 2024 rules.

Royal Bank of Scotland (RBS) Has Rejected My Claim - What Can I do?

If you’ve been scammed and Royal Bank of Scotland (RBS) has refused to refund your money, it doesn’t mean you’re out of options.

Refundee helps scam victims understand their rights and challenge bank decisions when fraud protections haven’t been applied correctly. In some Royal Bank of Scotland (RBS) cases, customers are told they’re responsible for the loss - even where red flags were missed or extra checks should have been made.

Refundee has assisted Royal Bank of Scotland (RBS) customers in recovering funds lost due to scams. In a particular case, a victim of a scam sought our support after exhausting other options and lacking awareness of their reimbursement rights. We carried out a comprehensive investigation and provided guidance throughout the process, ultimately recovering £20,000 lost to a purchase scam.

We assist Royal Bank of Scotland (RBS) scam cases involving investment fraud, crypto scams, impersonation scams, and authorised push payment (APP) fraud.

We’ve already recovered over £140 million for UK scam victims (including many Royal Bank of Scotland customers) and can help you understand your rights or challenge a rejected claim.

Read more about our clients experiences through our verified TrustPilot reviews.

How Refundee helps Royal Bank of Scotland (RBS) scam victims

With Refundee, you get:

  • A free, no obligation case review

  • Clear guidance on your rights and whether Royal Bank of Scotland followed proper fraud procedures

  • Help challenging refund refusals and escalating complaints

  • No win, no fee support - you only pay if your claim is successful

If You Experienced A Scam Involving Royal Bank of Scotland (RBS):

If Royal Bank of Scotland (RBS) has refused to refund your scam loss, Refundee can help you explore your options and guide you through the next steps.

Start your claim online today and get support at every stage, from understanding your case to pursuing a potential refund.

Frequently Asked Questions - FAQ’s

What happens if I get scammed through Royal Bank of Scotland?

  • If you have been the victim of a scam through Royal Bank of Scotland then there are certain steps you can take. Firstly you should cut all contact with the scammer and preserve evidence, report it immediately to Royal Bank of Scotland, report it to Report Fraud and await Royal Bank of Scotland’s response.

How likely am I to get my money back if I was scammed?

  • You have a strong chance, depending on the circumstances. Banks, including Royal Bank of Scotland are subject to the PSR’s Mandatory Reimbursement Model which means refunding Authorised Push Payment (APP) scam victims is now a legal obligation, not a goodwill gesture.

Royal Bank of Scotland has rejected my scam claim, what can I do?

  • You have a right to challenge this. You can escalate this to the Financial Ombudsman Service free of charge. You must first receive a Final Response Letter from Royal Bank of Scotland, which states your right to referral. Importantly, you must escalate this to the Financial Ombudsman Service within 6 months of receiving the letter.

Related Posts

Written by Stuart McFadden, Co-Founder at Refundee.

Stuart specialises in banking regulations and APP fraud recovery, helping victims navigate claims against UK banks that have failed in their duty to protect customers. He has featured regularly in the media discussing fraud and victim rights, including the BBC and ITV.

More about Refundee

Here are the technical bits:
Refundee Ltd is a claims management company authorised and regulated by the Financial Conduct Authority in respect of regulated claims management activity FRN: 937096.
Registered with the Information Commissioner's Office; registration number: A8986071.
Registered office address: Refundee, 3rd Floor, 86-90 Paul Street, London, EC2A 4NE.  
Registered as a company in England & Wales; number: 12855931.
Stuart McFadden
Next

Will Halifax Refund Scammed Money? What You Need To Know