Many romance scam victims feel there’s little chance of getting their money back, but the situation isn’t always hopeless. In some cases, you are entitled to a refund, even if the money appears well and truly gone.

UK banks, including Santander, are subject to the Authorised Push Payment (APP) scam reimbursement code. This means if a scammer tricked you, the bank may be required to return your funds if:

• You acted under deception, genuinely believing you were helping someone in need.

• Santander failed to alert you or prevent the scam, even though potential warning signs.

• Payment was made via Faster Payments or similar bank transfers.

However, we know of multiple cases where banks have refused to refund romance scam victims for dubious reasons.

What Can I Do If My Refund Is Refused?

A refund refusal can feel like the final blow, but it doesn’t necessarily mean the end of your case. If Santander or another payment provider turns down your initial compensation request, you’ve still got options:

• Request the Decision in Writing: Ask Santander to provide a written explanation for the refusal. This gives you something concrete to refer to when escalating your claim.

• Escalate to the Financial Ombudsman Service: You have the right to take your complaint to the independent ombudsman if you’re unhappy with the bank’s reply.

• Contact Us for Expert Help: Our solicitors can review your claim, advise on what may have gone wrong, and help you build a compelling case. Many clients come to us after being refused and go on to secure refunds with our support.

Remember, our team handles these situations all the time. You are not alone, and your information will be treated with total confidentiality. Don’t let embarrassment or frustration hold you back from giving yourself the best chance of recovering what you lost. Instead, please get in touch today.