Who is not eligible for a refund for an APP fraud?

You will not be eligible for a refund from Close Brothers Savings if:

  • The claim relates to a civil dispute between you and the person or business that received the payment, and not to any potential fraud by the person you paid. 

     

  • We have reasonable grounds to suspect that the claim you made was fraudulent or dishonest, or that you are involved in the fraud.

     

  • We do not receive the required information to investigate your claim.

     

  • The account you sent the money to is with a credit union, municipal bank or national savings bank.

     

  • The payment was sent to another account which you control.

     

  • We reasonably believe you were grossly negligent in making the payment (for example, you have ignored warnings by us, other payment service providers or law enforcement). 

     

  • You inform us of the fraud more than 13 months after the date of the final payment to the fraudster.

     

  • The payment was made before 7 October 2024.
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