There are many scams circulating that involve fraudsters asking you to send funds for goods, services, or investments which do not exist. Where a scammer has convinced you to send funds to them in this way, this is called an Authorised Push Payment (APP) scam.
Scammers could be well known to you, spending weeks or months building trust and establishing a relationship.
Sometimes, these scams involve a customer taking out loans and other credit facilities to fund the bogus investment or pay for the fictitious service. Where a loan is knowingly taken and received by an individual, that individual is responsible for the repayments of the loan, even if the funds are sent on as part of a scam. This is why it is very important that when applying for a loan, you do so of your own accord and are prepared to make the monthly repayments for the duration of the loan term.
We will always investigate any fraud claim from one of our customers and we have an experienced and dedicated fraud team that will guide you through our process. If we are not able to uphold a fraud claim, we will always explain why and give you guidance on how you can take this further if you are not satisfied with the result.
Mandatory Reimbursement
However, where you have been the victim of an APP scam, new rules introduced by the Payment Systems Regulator (PSR) on October 7th 2024 mean that you may be able to receive a full reimbursement from your bank.
The legislation covers all UK Payment Service Providers (PSP’s), which includes all UK banks, and covers scam victims for losses of up to £85k per scam. Currently, this only covers UK to UK bank transfers made on or after October 7th 2024.
Whilst a full reimbursement is not guaranteed, the legislation does offer increased protection to genuine scam victims.
Fluro Loan customers
This means that Fluro will be able to give some guidance and support to customers who have taken a Fluro loan and sent the money to a scammer. However, it is important that we understand the facts, so that we can offer the appropriate help.
What we may ask you for
So that we can investigate and offer support, we may ask you to provide evidence of the scam.
If you can be reimbursed under the PSR rules, we may ask you for the following:
- Six months' bank statements – Including three months before the loan was paid, and three months after;
- Evidence of WhatsApp or social media conversations with the scammer;
- Any mobile numbers or email addresses that you use;
- Details of where you sent the funds;
- Any other evidence you feel will support your claim.
Once reviewed, we will complete a thorough investigation, and work with you to find a solution.
Below, we have compiled a guide on how to obtain and provide this evidence:
How to download bank statements:
We may ask you for a minimum of three months' bank statements. This will include the month the loan was paid to you, and the months before and after. The steps below detail how to obtain bank statements from the following banks:
If your bank is not listed here, please visit their website, app or contact customer support for information on how to download bank statements.
How to download a WhatsApp conversation:
iPhone/IOS
We have included some guidance below that should help you download and export the WhatsApp chat transcript:
- Open WhatsApp
- Click on the chat you want to download
- Tap the person's/ group's name at the top of the page
- Scroll down
- Click Export Chat
Android/Non-IOS
We have included some guidance below that should help you download and export the WhatsApp chat transcript:
- Open WhatsApp
- Click on the chat you want to download
- Tap the three vertical dot
- Select More
- Click Export Chat
How to download emails as a PDF:
Click here for information on how to download emails as a PDF.
Once you have this information, you can send the information securely to investigations@fluro.co.uk. We will aim to respond to you within one working day, however, as some fraud cases can be quite complex, it may take longer before we are able to give you a decision.
If you have any questions, believe you may be a victim of fraud or have been scammed, or would simply like to know more, you can email us on the above email address or call us on 0207 096 8512. We are open Monday 8-6pm, Tuesday to Thursday 9-5:30pm and Friday, 9-4:30pm
Additionally, if you’d like some more information from a third party, there is a list below of organisations you may find helpful:
