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Fraud and scam claims

Unfortunately, economic crime is prevalent in today’s financial system. Both you and we have a responsibility to ensure end customers are protected, and Griffin has a number of controls in place to reduce the risk to you and your customers.

This Guide aims to provide details on how to deal with cases of economic crime. Depending on your status (e.g. if you are PSP or not) and your contract with Griffin, the ownership of managing the case and refunding the customer may be your responsibility, please see your master services agreement with us for your specific obligations.

There are three generalised situations related to economic crime:

  1. Where money has left a customer’s account without them knowing of giving permission for the funds to leave. In this case it is a fraudster who is making the payment.
  2. Where the customer has been scammed into making a payment from their own account. In this case, the customer has been tricked into making a payment.
  3. Where a customer has received funds from another bank that are believed to be proceeds of fraud or a scam.

In all cases, care must be taken to support the customer and identify any vulnerabilities that have led to the fraud or scam.

1 - What to do if a customer believes they have been defrauded​

Firstly, it is worth checking to see if the unrecognised transactions can be identified by you or your customer. Things you can check are:

  • Date and time when the payment was made - where was the customer when this was made?
  • The beneficiary - is this someone they have paid before/is it a recognised business?
  • The amount - is this an amount relating to a subscription/regular payment?

If you or the customer still do not recognise the transaction after these checks and think the payment could be fraud, please contact us at support@griffin.com with details of the payment and the reasons why you believe it is fraud as soon as possible. You may be liable for any fraud losses if you are a Payment Service Provider.

2 - What to do if a customer believes they have been scammed​

During your onboarding, you will have agreed with Griffin about the ownership of managing scam cases. If you are responsible, you will have set up your own processes as per the industry rules. If you are not responsible for managing scam cases or contact us at support@griffin.com at the earliest opportunity with the following information:

  • Customer details - names, account details.
  • Sort code and account number they paid the funds to.
  • Details of the payment - amount, reason, date.
  • Why they think it is a scam
  • A description of what happened.
  • Any relevant screenshots / evidence from the victim.
  • Details of any vulnerabilities

We will raise this claim with the beneficiary bank and may get back in touch to gather further details. Under the Authorised Push Payment (APP) fraud mandatory reimbursement regulations, the customer is likely to be refunded for eligible claims up to a maximum of £85,000.

caution

This can be a very stressful time for the account-holder so please make every effort to support them through this period.

3 - Your customer has received funds that are believed to be from a fraud or a scam​

It is likely that Griffin will be in touch with you to take action to manage this scenario. This may involve applying restrictions to the account whilst an investigation is carried out.

If you believe you or a customer has received fraudulent or scam funds, you must notify us as soon as possible at support@griffin.com

We will get in touch to request further details.