This document sets out information around firms communicating with customers about their rights under our new APP scams reimbursement requirement, for which we finalised the detailed parameters in December 2023.
The purpose of this document is to facilitate compliance with PSR’s Specific Direction 20. We are not prescribing how firms should communicate to their consumers. PSPs should have the flexibility to communicate with their consumers in ways which reflect their business model and approach. This document does not preclude any additional communications PSPs may wish to provide to their customers in respect of the requirements. PSPs should continue to have regard to FCA Consumer Duty requirements and any other relevant regulatory obligations.