The UK framework allocates reimbursement responsibility for qualifying authorised push-payment scams within its defined payment-system scope. It distinguishes a customer deceived into sending a payment from an unauthorised transaction and from a civil dispute with a legitimate supplier. Eligibility depends on the customer, transfer, scam circumstances and relevant scheme rules.

Sending and receiving payment firms share responsibilities and reimbursement costs under the framework. Rules address the claims process, the reimbursement limit, permitted excess, timescales, information gathering and the consumer standard of caution. The treatment of vulnerable customers and the demanding nature of the gross-negligence exception are material to case assessment.

The policy is intended to improve prevention on both sides of a transfer, as well as redress after a scam. Firms therefore need controls for risky outbound payments, receipt of suspicious funds, warnings, investigation and evidence sharing. A customer warning alone does not settle a reimbursement claim, and a successful Confirmation of Payee result does not prove that the payment was free from deception.