We want to let you know about important rules that might help to protect you in the event you are a victim of Authorised Push Payment (APP) Fraud.

APP Fraud is a type of fraudulent activity though which someone tricks or deceives you into sending a payment to a fraudster. This may result in you authorising a payment for goods that you never receive or to a person other than whom you believed you were paying.

Common features of APP Fraud may include a request to designate a payment for friends and family when you’re being offered goods or services, offers that are “too good to be true,” pleas for sympathy or to act urgently, or the appearance that you’re paying a trusted person or institution. Learn more about APP Fraud in our Security Centre.

On 7 October 2024, new rules came into force that protect payments made by individuals, micro-enterprises or small charities where these are made through the Faster Payments or CHAPS systems. Dotifi.com uses these systems to send money from your Dotifi.com account to your bank account. Under these rules, you may be entitled to be refunded where you have lost money due to APP Fraud on or after 7 October 2024, up to a maximum of £85,000 per claim.

• You are an individual, micro-enterprise or small charity and you made a payment using the Faster Payments or CHAPS systems which was subject to an APP Fraud.
• The payment was executed in the UK and received by a UK bank account.
• The payment was made on or after 7 October 2024.

We will consider each claim on a case-by-case basis, but there are some circumstances where you may not be entitled to a refund. This includes where:

• You are not an individual, micro-enterprise or small charity and/or the fraud does not meet the definition of an APP Fraud (as summarised above).
• You have acted fraudulently or dishonestly in bringing the claim and/or are party to the APP Fraud.
• You have not acted with an appropriate level of care. For example:

• You ignored specific warnings from us about the payment you made.
• You did not notify us of the APP Fraud promptly or, in any event, within 13 months of the most recent payment.
• You did not respond to our reasonable requests for information about the APP Fraud.
• You refuse to report or allow us to report the APP Fraud to the police.

If you believe you have been the victim of an APP Fraud, please submit a claim by contacting our customer service team. You can reach us by logging into your Dotifi.com account and clicking Contact Us at the bottom of any page to call or message us.

We will usually make a decision within 5 business days of your claim. We may take longer if we need more information from you and/or the bank that received the APP Fraud payment. In all cases, we will make a decision within 35 business days of your claim.

If you are unhappy with our decision, you can use our existing complaints process to let us know and see if we can fix things.

These rules do not apply to other Dotifi.com payments including when you send money from a Dotifi.com account to another Dotifi.com account or where you pay a business at checkout using Dotifi.com. Our Buyer Protection Program may apply to these payments.

Where you send money from your Dotifi.com account to another Dotifi.com account as a friends and family payment, you are not entitled to be refunded under either the APP Fraud rules or the Buyer Protection Program. Please follow this link for further information on friends and family scams.

We are updating our User Agreement to reflect these new rules by 9 April 2025.

Thank you.