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Credit payment recovery

Credit Payment Recovery (CPR) is an industry procedure to bring consistency in the recovery method for Faster Payments (FPS) and settled Bacs payments (the Bacs recall pre-settlement process remains unchanged).

The CPR process has been set up to recover payments that have been sent in error. If a payment has been sent and received in error and the payer and payee are known to each other, it may be more straightforward for them to resolve the issue between themselves. If they do not know each other and methods to recover the payment have failed, then see below for further details.

In scope​

Payments of £25 or above made in error through FPS or Bacs by customers or banks within the last 36 months to an account at the same or another bank.

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It is industry practice that CPR is not completed for payments under £25. Bulk payments to the same beneficiary where the total is more than £25 but the bulk payment includes payments under £25 are in scope.

Out of scope​

  • Direct Debit payments and Debit Card payments
  • Non sterling payments (e.g. SWIFT, SEPA)
  • Payments/recovery requests where there is any suspicion of fraud or indication of potential abuse
  • Trade disputes
  • Underpayments by customers or banks (e.g. where too little has been sent)
  • A claim for one payment under £25

SLAs​

  • Once a claim has been established as in scope of CPR, payment service providers will complete the end-to-end process in no more than 20 working days.
  • A customer in receipt of a payment that is being claimed by CPR will be given 15 working days to dispute the claim before the funds are returned to the sender.

We may get back in touch with requests for further information throughout the CPR process. There is also no guarantee that we will be able to successfully recover the full amount.

Types of claims​

There are three different types of claims:

  • Inbound claims - the recovery requests of payments credited to Griffin’s customer accounts.
  • Outbound claims - the recovery requests of payments made by Griffin’s customer.
  • Bank error claims - the recovery of payments made by the sending bank (e.g. Griffin) in error.

Inbound claims​

If Griffin receives a CPR claim from another bank, we will contact you to discuss the claim. You, or your customer, will have 15 working days to dispute the claim. After 20 days, Griffin will provide the final outcome to the sending bank, at which point we may return the payment, or determine that no return is required.

If no return is required then no further action is needed.

If Griffin is required to return the payment then you will see an outbound payment from the receiving bank account.

Outbound claims​

If you wish to make a Credit Payment Recovery claim, please email support@griffin.com and include information to identify the payment (ideally the unique identifier) as well as the reason for requesting the payment be recovered. We may ask you for more information at this point.

Griffin will then complete the payment recovery process with the receiving bank. We will update you once a decision has been reached no later than 20 days after the initial request is submitted.

Bank error claims​

Bank error recoveries are only to be used in the event that Griffin has made an error when processing a payment rather than Griffin’s customer.We will refund you or your customer on the same day, and begin our internal CPR process. Your, or your customer, will keep the refund regardless of the outcome of the CPR process.

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In this scenario, even if the payment was under £25, Griffin will still refund you or your customer.