Fraud - victim of APP scam 17 January at 10:16PM in ISAs & tax-free savings 1 reply 312 views

Daffodil14

We have been a victim of APP scam - of a significant amount of money. We bank with Barclays. We have raised the issue with Barclays Scam Team for 4 months and have not heard back. Does anyone know how to progress from here please? 

eskbanker

The CRM code governing participating banks' response to such scams sets out timescales:

R3(1) Firms should make the decision as to whether or not to reimburse a Customer without undue delay, and in any event no later than 15 Business days after the day on which the Customer reported the APP scam.

(a) In exceptional cases, that period can be extended provided the Firm informs the Customer of the delay and the reasons for it, and the date by which the decision will be made.

(b) The date in (a) should not be more than 35 Business days after the day on which the Customer reported becoming the victim of an APP scam.

(c) If a case is subject to investigation by a statutory body and the outcome might reasonably inform the Firm’s decision, the Firm may wait for the outcome of the investigation before making a decision.

(d) If the Firm relies on (c), it should make a decision no later than 15 business days after the outcome of an investigation is known. After invoking (c), the Firm should not further invoke (a).

so they're well beyond those, in which case the next step is to file a formal complaint, which ultimately allows later escalation to the ombudsman if the matter isn't resolved satisfactorily....

https://www.barclays.co.uk/complaints/