Letter to complain to your bank about APP fraud

[Your address]

Dear Sir/Madam

Reference: [Insert account number and any previous complaint reference numbers if applicable.]

On [enter date] I contacted you after being targeted by fraudsters who stole [enter amount] from my account.

[Explain here what happened - include if you can:

• Date
• Time
• Chronological order of what happened, eg you got a text from your bank warning you about an unknown transaction
• The exact wording of any texts sent to you
• The bank account number your money was sent to
• When you contacted your bank and what you were told]

I did not authorise these transactions as I did not know I was talking to a fraudster. The money was taken without my knowledge or consent.

I therefore expect you to deal with my complaint according to the Financial Conduct Authority's rules on unauthorised transactions, which state that unless you can prove I acted with gross negligence, you should reimburse me for this unauthorised transfer.

The Financial Ombudsman Service says: ‘the increasing sophistication of scams means that the bar for gross negligence is high – it’s more than just a test of whether someone was careless.’

I urge you to reimburse me for my losses of [amount you lost here] and provide your confirmation that this has been done.

If you do not uphold my complaint, I request you send me your final response so I can refer the matter to the Financial Ombudsman Service.

Yours sincerely,

[Your name]