What to do if scammed
What if I've been scammed, or fallen victim to fraud?
If you've experienced a scam or you're worried about fraud on your Chase account, please get in touch via the Chase app now. You can also call us directly on 0800 376 3333 from the UK, or +44 203 493 0829 from abroad.
It's a good idea to freeze your card too.
Refunds due to fraudulent payments
Our fraud refund terms are changing from 7 October 2024 due to a new requirement. This means you may be eligible for a refund up to £85,000 if:
- you transfer money to a fraudulent person when you may have thought it was genuine, or
- if the money you transfer didn't go to the intended person
You'll need to report the scam within 13 months of it happening to be eligible for a refund. Please be aware there are some exclusions to getting a refund, which include:
- first party fraud – when you knowingly take part in fraudulent activity. For example, making a fraudulent claim for a refund in relation to funds you know you haven't actually lost.
- any international payments (Chase accounts can't be used to send or receive money internationally yet)
- civil disputes such as when you received your goods, but they're not as described or are damaged
- payments made to another account you control
- ignoring warnings or interventions from us or an authority such as the police, telling you that the payment is, or might be, a payment to a fraudulent person
Once you report a case of fraud to us, we'll open an investigation. If you’re entitled to a refund, we’ll usually give this to you within 5 business days. However, depending on the claim, we may take up to 35 business days to investigate and send you a refund if you're entitled.
Reporting fraud
By reporting fraud, you could help prevent others from being in a similar position. You can file a report to Action Fraud – the UK's national reporting centre for fraud and cybercrime.
Freeze your card
If your physical card is lost, stolen or damaged, you can easily freeze or replace it in the app. You can also reset your numberless card details directly from the Chase app. Here's more about how you can freeze and manage your cards.