客户信息分析-CRM

InformationforcustomersontheContingentReimbursementModelCodeforAPPscams(theCRMCode)

ThisguideexplainshowtheCRMCodeforAuthorisedPushPaymentScamsworks

AUTHORISEDPUSHPAYMENTSCAMS:CRMCODE

PAGE

2

Sections 1.

2.

3.

4.

5.

6.

7.

8.

!

WhatistheCRMCode?

HaveyoubeenavictimofAuthorisedPushPaymentscam?

DoestheCodeprotectme?

WhatdobankssigneduptotheCodedotoprotectme?

HowcanIprotectmyself?

WhatdoIdoifI’velostmoneytoanAPPScam?

InwhatcircumstanceswillIgetmymoneyback?

WherecanIgotogetmorehelpunderstandingthisCode?

Ifyouareworriedthatyoumighthavebeenavictimofascamitisimportanttomakecontactwithyourbank,buildingsocietyorotherpaymentproviderimmediately,usingthenumberonthebackofyourdebit,creditorprepaidcardorbyvisitingtheirwebsite.Earlyengagementwithyourbankwillbenefitanyinvestigationand/ortracingoffunds,sodon’tdelayortrytocheckthingsoutyourself.

Ifyouhavebeenavictimofascamanddon’thaveaccesstoanymoneybecauseit’sallbeentaken,tellyourbankastheymaybeabletohelpyou.YoucanalsocontacttheCitizensAdviceconsumerhelpline:03454040506orbyclicking

here

Ifyouhavebeenavictimofascamandarefindingithardtorecoverfromtheexperience,contactVictimSupporton08081689111orbyclicking

here

1PaymentsServiceProvidersincludebanks,buildingsocieties,creditunions,andelectronicmoneyandpaymentsinstitutions.Theterm‘bank’willbeusedthroughoutthisguideforsimplicity,butitalsoincludestheseotherpaymentservicesproviders,astheymaybeinvolvedintransferringyourmoney.

WhatistheCRMCode?

TheCRMCodehasbeeninplacesinceMay2019andappliestoPaymentServiceProviders.1ItprovidesgreaterprotectiontocustomersfromAuthorisedPushPaymentscamsbyincreasingcustomerawarenessandeducation,doingmoretopreventthesescamsandbycommittingtoreimbursecustomersincertaincircumstances.TheCodedoesnotguaranteethatallcustomerswillgettheirmoneyback,youstillneedtotakecarewhenmakingpayments.

Youcanfindafulllistofsignatoryfirmsonthe

LSBwebsite

HaveyoubeenavictimofanAuthorisedPushPaymentscam?

AuthorisedPushPaymentscams(orAPPscams)occurwhensomeoneistrickedintotransferringmoneytoafraudsterviaabanktransfer.Abanktransferisanelectronicpaymentmadeoutofyouraccount.Youcanmakebanktransfersviayourbankonlineorbymobilebanking,orwithinabranchorbytelephonebanking.

TheCRMCodeonlyapplieswhereyouhavemadethepaymentyourself,orgivensomeoneyoutrustyourpasswordorletthemaccessyouraccountforthespecificpurposeofmakingthepayment.

TherearemanydifferentkindsofAPPscams,including:

Safeaccount-fraudstersconvincepeopletomovemoneytoanotherbankaccount,toprotectagainstfraud

Romancescams–fraudsters,typicallyusingafakeprofile,formarelationshipinordertoaskformoney,orenoughpersonalinformationtostealthevictim’sidentity

Purchasescams–sendingmoneytobuygoodsthatdon’texistorarenotasadvertised

Invoicescams–wherefraudsterssendafalseinvoice,oftenpretendingtobefromacompanythatthevictimisexpectingabillfrom(e.g.HMRC)

DoestheCodeprotectme?

TheCodeappliesto:

Individuals’personalaccountsprovidingtheyarenotbeingusedfortradeorbusiness

Micro-enterprises:enterpriseswhichemployfewerthan10peopleandwhoseannualturnoverand/orannualbalancesheettotaldoesnotexceed2millioneuros

Charitieswithanannualincomeoflessthan£1million

PaymentsmadewithintheUK,soitwon’tcoveryouifyousendpaymentsoverseas

WheretheCodedoesnotapply

•

•

•

Wheresomeonetakesmoneyfromyouraccountwithoutyourpermission

Whereyouhavegivensomeonepermissiontomakeapaymentonyourbehalfandtheyhavetakenmoremoneyoutthanyousaidtheycould(thisisknownasunauthorisedfraud)

Wherepaymentsaremadeusingcash,cheque,credit,debitorprepaidcard

Youcanfindoutmoreaboutyourrights,unauthorisedscamsandcredit/debit/prepaidcardfraudfromtheCitizen’sAdviceConsumerService:03454040506or

here

WhatdobankswhosignuptotheCodedotoprotectme?

BankscommittotakeanumberofstepsaimedatprotectingcustomersfromAPPscams,theseinclude:

•

•

•

•

•

•

•

•

TakingstepstoeducatetheircustomersaboutAPPscams

TakingstepstoidentifyhigherriskpaymentsandcustomerswhohaveahigherriskofbecomingavictimofAPPscams

ProvidingwarningstocustomersifthebankidentifiesanAPPscamrisk

TakingextrastepstoprotectcustomerswhomightbevulnerabletoAPPscams

Talkingtocustomersaboutpaymentsandevendelayingorstoppingpaymentswheretherearescamconcerns

Actingquicklywhenascamisreportedtoit

Takingstepstostopfraudstersopeningbankaccounts

BanksalsoagreetoreimbursecustomerswhohavelostmoneytoAPPscamsinsomecircumstances

HowcanIprotectmyself?

Thedecisionaboutwhetheryougetyourmoneybackshouldbemadeonthebasisofyourindividualcircumstances.So,ifatthetimeyoumadethepayment,youreallydidn’tbelieveitwasascammakesureyouexplainthistoyourbank.

Herearesomeofthethingsyoucoulddotoprotectyourselfwhenmakingpaymentsfromyourbankaccount:

•

•

•

Payattentiontowarningsgiventoyoubyyourbank.Yourbankmightshowyouextramessageswhenyousetup,changeormakepayments.It’sveryimportantthatyoupayattentiontotheseandfollowanyinstructions

Alwaysthinkcarefullybeforemakingapayment,especiallyifit’salotofmoneyforyou.Ifyouhaveanydoubtaboutthepaymentorpaymentdetails,talktosomeoneyoutrustorcallyourbankusingthenumberonthebackofyourcard

Whenmakingapaymenttoanindividualororganisation,takeamomenttoconsiderwhether:

Thepersonyou’repayingiswhoyouwereexpectingto

Thepaymentisforgenuinegoodsorservices

Thepersonorbusinessyouarepayingislegitimate

Manypeopleloseconfidenceandthinktheyshouldhavespottedthescamaftertheyfoundoutthey’vefallenforascam.Don’tletthisputyouoffaskingyourbanktolookintoyourcase,itisaboutwhatyoudidandthoughtatthetimeofthepayment,notafterwards.

Insomecases,itmaynotbereasonabletoexpectpeopletohaveprotectedthemselvesfromaparticularscamortohavetakenthestepssetoutabove.Therearemanydifferentreasonswhysomeonemightnothavebeenabletoprotectthemselves.Itmightbethatthescamwassoconvincingandsophisticatedthatevensomeonewhowasexperiencedinmakingpaymentscouldn’tprotectthemselves.

TheCodesaysthatifthecombinationofaperson’sindividualcircumstancesandthescamitselfmeanthatitwasn’treasonabletoexpectthatpersontohaveprotectedthemselvesthentheyshouldalwaysbegiventheirmoneyback.TheCodereferstothesepeopleas‘vulnerabletoAPPscams’.Thereisn’taticklisttodecideifsomeoneisvulnerable,itwillalwaysbedecidedonacasebycasebasis.

WhatdoIdoifI’velostmoneytoanAPPScam?

01

TellyourbankassoonaspossibleifyouthinkyoumighthavesentmoneytoanAPPscam.

Yourbankwilltrytotraceyourmoney,soitisimportanttogetintouchwithyourbankassoonaspossible.Itwillalsobenefitanyinvestigationyourbankmaywishtoconduct.Youmayalsowishtocontactthepolice,butcontactingyourbankisthefirstpriority.

02

Yourbankwillprobablyaskyouquestionsaboutthescamandwhatyoudidandtoexplainwhyyoubelievedwhatyoudidatthetime.

Theymightalsoaskyoutoprovideanyevidencethatisavailabletosupportwhatyouhavetoldthem,forexamplephonerecordsorcopiesofemails.Theyshouldalwaysaskthesequestionssensitivelyandyoushouldletthemknowifyouneedmoresupportorforthebanktocommunicatewithyoudifferently.Rememberthatthereareorganisationsthatcanprovideindependentadviceandsupportinrelationtothescamandtheimpactithashadonyou.Alistoforganisationsandtheircontactdetailsisincludedattheendofthisguide.

03

Someofthesequestionsmightfeelpersonalandbedifficulttoanswer,howeveritisimportanttobeasopenandhonestwithyourbankasyoucan.

Thebankistryingtounderstandwhatwentonatthetimeofthescamandwhetheryouwerevulnerabletothescamandalsotogetdetailsthatcanhelpthemprotectothercustomers.Ifyoudonotprovidetheinformationthebanksneedoraredishonestwhenrespondingtoquestionsafteryouhavereportedascam,thenthebankmaydecidethatitwillnotreimburseyou.

04

IfyourbankisasignatorytotheCodethenyoushouldaskyourbanktoinvestigatewhetheryouareentitledtogetyourmoneybackundertheCode.

Thebankshouldnormallyletyouknowwithin15businessdays(or35daysinextraordinarycircumstances).Ifyourbankisnotasignatory,thenyoucanstillaskyourbanktoinvestigate.

Raisingacomplaint

Ifyourbankhasdecidednottoreimburseyourfunds,oronlytoreimburseaportionofthefundslost,youcanraiseacomplaint.Yourbankwillprovideinformationonhowtoraiseacomplainttobothyourbankandthereceivingbank(thebanktowhichthefundsweresent),andtheprocesstofollowshouldyouwishtodoso.Alwayscontactyourbankinthefirstinstance.

Ifyouarenotsatisfiedwiththeoutcomeofthecomplaintoryouhavenothadananswerwithin8weeks,thenyoushouldasktheFinancialOmbudsmanServicetolookintoyourcomplaint.Thisisafreeservice.Forfurtherinformationvisit

here

orcall08000234567.

!

AUTHORISEDPUSHPAYMENTSCAMS:CRMCODE 9

AUTHORISEDPUSHPAYMENTSCAMS:CRMCODE 9

InwhatcircumstanceswillIgetmymoneyback?

TheCoderequir