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Credit payment recovery

Credit Payment Recovery (CPR) is the scheme procedure introduced in 2014 to bring consistency in the recovery method for Faster Payments (FPS) and settled Bacs (the Bacs recall pre-settlement process remains unchanged). The process is mandatory and the only method of recovery of these payments.

In scope​

Payments made in error through FPS (single or bulk over £25) or Bacs (single or bulk over £25) 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 should not be completed for payments under £25 (noting that bulk payments to the same beneficiary which total more than £25 but include 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 (the assumption is that the sending bank will undertake due diligence and refund the customer without submitting a CPR claim)

SLAs​

  • Once a claim has been established as in scope of CPR, the end-to-end process should be completed no later than 20 working days after the claim was first raised by the customer.
  • If following either the Inbound CPR process or the Outbound CPR process, the receiving customer 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. If the case meets the relevant criteria we will contact the beneficiary bank to try and recover the funds. This can take up to 20 days and there is no guarantee of success.

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 (eg. Griffin) in error.

Inbound claims​

If Griffin receives a CPR claim from another bank, we will process the claim within two working days. As part of this process, we will contact you to dispute 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.