Rules ›
CRM Code (APP scam reimbursement)
Voluntary code on reimbursing victims of authorised push payment scams, superseded for in-scope payments by the PSR requirement.
6,521banking decisions citing this rule
UKjurisdiction
In force from 28 May 2019 — The voluntary CRM Code took effect for signatory firms.
The harms this rule produces
Issues most often decided in cases where this rule was cited.
| Issue | Decisions | Uphold rate |
|---|---|---|
| APP scam refund refused | 6,355 | 32.0% |
| Complaint handling | 277 | 46.2% |
| Support for vulnerable customers | 276 | 30.4% |
| Card dispute or chargeback | 70 | 18.6% |
| Irresponsible lending | 41 | 22.0% |
| Credit file reporting | 31 | 38.7% |
| Unauthorised transaction | 27 | 37.0% |
| Treatment in financial difficulty | 25 | 44.0% |
| Service failure | 22 | 63.6% |
| Account closed or refused | 19 | 36.8% |
| Charges and fees | 15 | 40.0% |
| Product mis-sold | 15 | 26.7% |