Metric A: Percentage of reported APP scams losses refunded by value

The chart shows the percentage of total APP scams losses that were reimbursed to consumers by the 14 largest banking groups in 2023. For example, TSB refunded 88% of the total value of money its customers lost to APP scams in 2023.

*Higher figure is better.

Sending Payment Service Provider % total losses reimbursed
TSB 91% 88%
Nationwide 78% 87%
HSBC, First Direct 73% 76%
NatWest, RBS, Ulster Bank 62% 76%
Santander 63% 73%
Barclays 70% 72%
Clydesdale, Virgin Money 38% 68%
Lloyds, Bank of Scotland, Halifax 49% 55%
Co-operative Bank 54% 49%
Starling 37% 48%
Metro Bank 42% 46%
Monzo 22% 17%
Danske Bank 20% 13%
AIB 10% 9%

Metric A: Percentage of reported APP scams losses refunded by volume

The chart shows the percentage of APP scam cases that were fully and partially reimbursed by the 14 largest banking groups. For example, Nationwide fully reimbursed 96% and partially reimbursed 3% of the APP scam cases reported by its customers in 2023.

*Reimbursed percentage data: White rows represent 2023 and grey 2022. Higher figure is better.

  % Reimbursed
Sending Payment Service Provider Fully Partially
Nationwide 96% 3%
91% 4%
TSB 95% 3%
94% 4%
Barclays 82% 12%
79% 13%
NatWest, RBS, Ulster Bank 89% 3%
70% 6%
Santander 69% 19%
54% 29%
HSBC, First Direct 81% 4%
66% 14%
Metro Bank 72% 11%
59% 11%
Lloyds, Bank of Scotland, Halifax 71% 13%
69% 12%
Clydesdale, Virgin Money 73% 4%
48% 12%
Starling 72% 4%
44% 6%
Co-operative Bank 55% 16%
33% 40%
Monzo 9% 6%
6% 8%
Danske Bank 7% 8%
7% 10%
AIB 3% 1%
12% 0%

Metric B: Value of APP scams sent per £ million of transactions

This data shows how much money consumers at the 14 largest banking groups lost to APP scams for every £ million of transactions sent. For example, for every £1 million of Metro Bank transactions sent in 2023, £266 of that was lost to APP scams.

*Higher figure is worse.

Sending Payment Service Provider Loss per £ million of transactions
Metro Bank £280 £266
Nationwide £348 £266
Lloyds, Bank of Scotland, Halifax £274 £228
Nationwide £207 £219
Monzo £280 £213
Santander £322 £162
Clydesdale, Virgin Money £156 £160
HSBC, First Direct £234 £159
Barclays £144 £135
Co-operative Bank £196 £125
Starling £112 £105
NatWest, RBS, Ulster Bank £134 £92
Danske Bank £57 £44
AIB £23 £38

Metric B: Volume of APP scams sent per million transactions

This data shows how many APP scams payments were sent per million transactions at the 14 largest banking groups. For example, for every 1 million consumer transactions Monzo sent in 2023, 131 were reported as APP scams payments.

*Higher figure is worse.

Sending Payment Service Provider Loss per million of transactions
Metro Bank 127 137
Monzo 141 131
Nationwide 84 129
TSB 127 124
TSB 100 108
Lloyds, Bank of Scotland, Halifax 106 105
Clydesdale, Virgin Money 56 92
Barclays 95 91
Santander 117 89
NatWest, RBS, Ulster Bank 105 88
HSBC, First Direct 67 58
AIB 40 56
Danske Bank 39 54
Co-operative Bank 53 51

Metric C: Value of APP scams received per £ million of transactions Non-directed PSPs

This data shows which smaller banks and payment firms received the highest value of APP scams in 2023 per £ million of transactions. For example, for every £1 million received into consumer accounts at Skrill, £18,550 of it was APP scams.

Firms in the chart were identified as being the smaller banks and payment firms in the top 20 receivers of scams by absolute value in the UK in 2023. Firms were ranked from 1 to 20 based on the value of APP scams received per £ million of transactions. A firm with a rank of 1 would have the highest APP scams rate.

Where a firm was not in the top 20 receivers of APP scams in 2022, a bar is not shown.

*Higher figure is worse.

Non-directed Loss per £ million transactions
Receiving Payment Service Provider 2022 2023
Skrill - £18,550
Zempler Bank £5,916 £4,523
PayrNet £5,765 £2,814
PrePay Technologies £4,814 £2,512
Modulr - £1,210
Wise £867 £974
Revolut £1,158 £756
ClearBank £1,575 £525
JP Morgan/Chase £334 £289

Metric C: Value of APP scams received per £ million of transactions Directed PSPs

This data shows which larger UK banks received the highest value of APP scams in 2023 per £ million of transactions. For example, for every £1 million received into consumer accounts at Starling, £239 of it was APP scams.

Firms in the chart were identified as being in the top 20 receivers of scams by absolute value in the UK in 2023. Firms were then ranked from 1 to 20. A firm with rank 1 would have the highest APP scams rate.

AIB, Danske and the Co-operative Bank are not included in this list despite being in the list of 14 largest banking groups. This is because they were not identified as being in the top 20 receivers of scams.

*Higher figure is worse.

Directed Loss per £ million transactions
Receiving Payment Service Provider 2022 2023
TSB £605 £408
Metro Bank £696 £319
Clydesdale, Virgin Money £205 £285
Starling £307 £239
Monzo £227 £183
HSBC, First Direct £129 £128
Nationwide £155 £128
Lloyds, Bank of Scotland, Halifax £115 £128
Barclays £217 £67
NatWest, RBS, Ulster Bank £76 £61
Santander £44 £41

Metric C: Volume of APP scams received per million transactions Non-directed PSPs

This data shows which smaller banks and payment firms received the highest number of APP scams payments per million transactions. For example, for every 1 million transactions received by consumers at PayrNet, 2,705 of those transactions were APP scams payments.

Firms were ranked from 1 to 20. A firm with rank 1 would have the highest APP scams rate.

Where a firm was not in the top 20 receivers of APP scams in 2022, a bar is not shown.

Higher figure is worse.

Non-directed Loss per million transactions
Receiving Payment Service Provider 2022 2023
PayrNet 4,459 2,705
Modulr - 2,571
Zempler Bank 3,361 2,340
Kroo - 2,277
PrePay Technologies 2,859 1,716
Wise 945 1,619
PayPal UK - 907
Revolut 787 537
JP Morgan/Chase 430 265

Metric C: Volume of APP scams received per million transactions Directed PSPs

This data shows which larger UK banks received the highest number of APP scams payments per million transactions. For example, for every 1 million transactions received by consumers at Barclays, 35 of those transactions were APP scams payments.

Firms in the chart were identified as being in the top 20 receivers of scams by absolute volume in the UK in 2023. Firms were then ranked from 1 to 20, a firm with rank 1 would have the highest APP scams rate.

AIB, Danske and the Co-operative Bank are not included in this list despite being in the list of 14 directed PSPs. This is because they were not identified as being in the top 20 receivers of scams.

Where a firm was not in the top 20 receivers of APP scams in 2022, a bar is not shown.

*Higher figure is worse.

Directed Loss per million transactions
Receiving Payment Service Provider 2022 2023
Metro Bank 180 122
Starling 119 114
Clydesdale, Virgin Money - 78
TSB 93 74
Monzo 67 67
Nationwide 65 66
Lloyds, Bank of Scotland, Halifax 45 50
NatWest, RBS, Ulster Bank 44 41
HSBC, First Direct 38 41
Barclays 66 35
Santander 30 33