
On 7 October 2024 the Payment Service Regulator (PSR) introduced new rules to help consumers that have lost money to [Authorised Push Payment (APP) scams](https://www.psr.org.uk/our-work/app-scams/).

The new rules apply to all UK financial providers, but mostly involve bank-to-bank transfers. Although it could apply to certain types of transactions to your Capital One credit card.

### What is an Authorised Push Payment scam?

An APP scam is when a fraudster tricks you into making a payment into a bank account controlled by them. These are usually done using the [Faster Payment](https://www.wearepay.uk/what-we-do/payment-systems/faster-payment-system/) or [CHAPS](https://www.bankofengland.co.uk/payment-and-settlement/chaps#:~:text=CHAPS%20is%20a%20sterling%20same,holidays%20in%20England%20and%20Wales) payment systems, which enable quick transactions between banks.

### What to do if you’ve lost money to an APP scam

Fraudsters can be very determined and will use a number of ways to trick you. So if you've been scammed, you shouldn't feel embarrassed and should report it straight away to your bank or credit provider.

Under the new rules, you can make a claim for a refund to your bank or credit provider. If your claim is successful, your money should be refunded within 5 working days.  However, this can take up to 35 working days in some cases, where your financial provider needs extra time to gather more information about your claim.

You should always [report any fraud](https://www.capitalone.co.uk/support/contact-us) involving your Capital One card to us as soon as possible.

- If these new rules apply to the payments, we’ll let you know, so that we can start a claim for you
- If these rules don’t apply to the payments, they may be covered by other consumer protections, such as [Section 75](https://www.capitalone.co.uk/support/section-75)

We’ll review all refund claims made to us on a case-by-case basis.

### What you need to know

- These rules only apply to payments made to and from UK-based financial providers on or after 7 October 2024
- These rules only apply to Authorised Push Payment scams made using the Faster Payments or CHAPS payment systems
- If your claim is successful you’ll be refunded up to a maximum amount of £85,000
- Although we won't charge you an excess, you could be liable for up to £100 excess with some providers
- We’ll update your credit card terms and conditions by 9 April 2025 to say that we’ll refund you as required by these new rules

### What isn’t covered by the new rules?

These new rules cover authorised fraud, where customers have been tricked into making a payment. However, when a payment is taken from someone’s account without their permission, it’s called unauthorised fraud. For example, when someone’s debit or credit card is stolen and used to buy something in a shop or online. There are different rules for reimbursing this kind of fraud, which your bank or credit card provider can help you with.

You won’t be able to claim your money back for payments made in the following situations:

- Payments made on a credit, debit or pre-paid card, or by cash or cheque
- Authorised payments that are NOT made by Faster Payments or CHAPS payment systems. These include cash withdrawals, cheques and international transactions
- If the payments in question are more than 13 months old when they’re reported
- The payment went to another account that you control
- You didn’t take the steps required to meet the Consumer Standard of Caution (see below)
- You’re dissatisfied with the product or service that you received from a legitimate retailer or business
- You’ve lied or misrepresented your situation for financial gain
- The payment is unlawful, for example if it was to buy an illegal item
- If the payment is to and from an account with a credit union, municipal bank, or a national savings bank (state-owned savings bank in the UK)

### Protect yourself from fraud and scams

You should always be careful and cautious when making payments to any unfamiliar person or business.

The advice from [Take Five to Stop Fraud](https://www.takefive-stopfraud.org.uk/) is to stop and think before you make a payment:

- Take a moment to **stop and think** before parting with your money or providing any personal information
- Ask yourself, **could it be fake?** It’s OK to reject, refuse or ignore any requests. Only criminals will try to rush or panic you
- **Do your research** and be suspicious of any too-good-to-be-true offers or prices
- **Remember**, your bank or the police will never ask you to transfer money to a safe account

You’ll find more advice on how to identify and protect yourself from fraud in our [Safety and Security centre](https://www.capitalone.co.uk/support/safety-and-security).

### What if you don’t take enough care when making payments?

There is a basic level of care that customers are expected to take when making payments and dealing with their finances. This is known as the Consumer Standard of Caution, which expects you to:

- Follow any guidance or warnings from your banks and credit providers around payments, fraud and making claims
- Report the fraud to your bank or credit provider as soon as possible, and no later than 13 months after the last fraudulent payment was made
- Provide any relevant information that your bank or credit provider asks you for, to help them investigate your claim
- Report the fraud to the police or allow your bank or credit provider to report it for you

Banks and credit providers don’t have to refund money lost in an APP scam if you have shown a significant degree of carelessness, by not following the above guidelines.


### Get more help if you’re a vulnerable customer

Vulnerable customers have extra protections under these new rules. For some people their personal situations could make them more susceptible to scams, whether that’s due to their health or their personal circumstances, such as bereavement.

These situations can make it harder for vulnerable people to spot a scam, so they won’t be required to meet the Consumer Standard of Caution or pay an excess on the money they’ve lost.

### How to report fraud to the Police

If you suspect fraudulent transactions have been made on any of your accounts you should also report it to Action Fraud, the national fraud and cybercrime reporting centre for the police. You can contact Action Fraud on [0300 123 2040](tel:03001232040) or at [actionfraud.police.uk](http://www.actionfraud.police.uk).

If you are in Scotland, please report it to Police Scotland directly by calling [101](tel:101).


There are new rules to help you in the event of a scam


Credit cards can be confusing if you’re not clued up on them. From choosing the right card for you, to understanding the benefits and risks involved - credit cards can be a little confusing.

That’s why we’re here to demystify how credit cards work, share the things you should think about when applying, and answer some of the most common questions we hear.  Ready? Let’s go.

### How do credit cards work? 

Credit cards are essentially a way to pay for things. But rather than spending your own money, you borrow it from a credit provider. You have to pay it back - either in full each month, or at least the monthly minimum payment. It’s recommended to pay off your balance in full if you can, as you may be charged interest on anything you still owe.

You can use a credit card for everyday purchases, like your weekly food shop or filling your car up with fuel. You can also use one for larger purchases, like a holiday, to spread your spending.

There are several different types of credit card available. Here are a few you might see advertised:

-   **Credit builder cards.** If you’re new to credit, or if you’ve had problems with credit in the past, you might have a bad (or low) credit score. A Credit Builder card can help you to build your credit score over time. They typically start with a low credit limit, which could increase if you show you can use the card responsibly.  

-   **Balance transfer cards.** A balance transfer is when you move a balance from one card to another. A balance transfer card can help by letting you combine your balances from multiple cards into one place, or help you save money on interest if the rate on your new card is lower. 

-   **0% purchase cards.** Some cards come with a 0% interest period when you take them out. This means you won’t be charged any interest on purchases you make during that time. When the offer expires, you’ll start to pay interest at your usual rate. 

-   **Reward cards.** These types of cards offer some kind of reward when you spend on them. It might be cashback (where you get a small percentage of the purchase amount back) or other perks,  like air miles. 

If you’re thinking about applying for a credit card, [check if you’ll be accepted](https://www.capitalone.co.uk/creditcards/credit-card-eligibility-checker) first with an eligibility checker.

### What are the benefits of using a credit card? 

When used in the right way, credit cards can be really helpful. 

1.   **Spread the cost of purchases**
Lots of people use them to spread the cost of larger purchases, like a holiday, or a new washing machine.

2.   **Building your credit score** 
Using a credit could also help you improve your credit score over time. As long as you keep up with your payments and don’t go over your credit limit, your score should improve. This is because it shows lenders that you can use credit responsibly and will pay back on time.

3.   **Extra funds when you need it**
Credit cards can also come in handy if you find yourself in a pinch. Boiler broken down unexpectedly and don’t have enough money for the repair? A credit card lets you cover the cost up front and spread the cost over time. 

### Will a credit card affect my credit score?

When you apply for a credit card, the lender will run a hard check on your credit history. These types of searches will impact your score, so it’s important to use an eligibility checker like [QuickCheck](https://quickcheck.capitalone.co.uk/). 

If you use your credit card responsibly, your credit score should improve over time. Just remember, it’s important to keep up to date with payments. Late payments will be marked on your credit report, which could end up having a negative impact on your overall score. And repeated late payments could result in a default on your account, which stays on your credit file for six years. 

### How do credit payments work?

Each month you’ll receive a statement summarising the purchases you’ve made and what you owe. You can usually either pay your full balance back, a minimum payment (which your lender will decide), or an amount you choose (as long as it’s above the minimum amount).

If you can pay back your full balance each month, great! You won’t be charged any interest, so you won’t end up owing more than you borrowed. Even if you can afford to pay more than the minimum each month, just by a little bit, you’ll reduce the amount of interest you’re charged over time

Setting up a monthly Direct Debit is a good way to stay on top of payments and make sure you don’t forget. You can usually make one-off payments online or over the phone too. 

### Does a credit card protect me online? 

Using a credit card can make for safer shopping online, as you’ve got some added protection. Under Section 75 of the Consumer Credit Act, you may be protected on purchases from £100 up to £30,000. So if a transaction ends up being not quite what it seemed, you’re not left in the lurch. 

Your credit card card company is legally obligated to help you get your money back if goods don’t arrive or aren’t in the condition you expected. It can even cover associated costs.

### What’s the main difference between a debit and credit card? 

They might look similar in appearance, but credit and debit cards work very differently. 

A debit card is linked to your bank or building society, so when you use it to pay for something, the money comes directly out of your account. A credit card, on the other hand, lets you borrow the money from a credit provider on the promise that you’ll pay them back. 

A credit card can also help to build your credit score, whereas using a debit card won’t have any impact on your credit score.

Sometimes it’s better to use one type of card over the other, depending on the situation. For example, if you need to withdraw cash in the UK, it’s usually free with a debit card - but most credit cards will charge a fee. 

But if you’re spending a large amount up front (on something like a holiday or home improvements), then a credit card might be better so you can spread the cost and benefit from extra protection.


Credit Card FAQs: Everything you want to know, but don’t know who to ask


Your credit score is a measure of how lenders think you're doing with your finances. They use it to decide whether they should lend you money, based on how likely you are to pay them back.

Put simply - the better your credit score, the easier it is to borrow money.

And  ‘borrowing money’ doesn’t just mean credit cards and loans. It includes getting a mortgage on a house, getting finance on a car, or even a mobile phone contract.  

But what is a good credit score? And how do you get one? 

### How Are Credit Scores Calculated?

Think of your credit score like this - how comfortable would you feel lending money to someone if you knew they had a history of not paying people back? Or if they asked people to borrow money all the time? You’d probably feel nervous, right? 

Lenders (like banks and credit card companies) are in the same position. That's why they use your credit history and credit score to decide whether or not to lend you money.

Here are some of the factors that affect your credit score: 

-   Your payment history, including missed payments and payments you’ve made on time 
-   Your total credit limit and how much you owe (on all credit cards and loans) 
-   How much of your available credit you’ve used (sometimes called ‘credit utilisation’) 
-   If you’re on the electoral register
 
Your payment history and how much you borrow are the biggest factors. So by keeping on top of your payments and managing your credit well, you can have the biggest impact on your credit score. 

### What Is A Good Credit Score?

The higher your credit score is, the more likely you are to get a better deal. 

There are three main credit bureaus - Equifax, Experian and TransUnion. Each of them will give you a different credit score. Our credit score tool, [CreditWise](https://www.capitalone.co.uk/free-credit-score), uses [TransUnion](https://www.transunion.co.uk/) to show your credit score and report. Here’s how **TransUnion** rank their scores: 

-   628 and above are considered Excellent
-   Between 604-627 are considered Good
-   Between 566-603 are considered Fair
-   565 and below are considered Needs Work 

To find out your score, head to [CreditWise](https://www.capitalone.co.uk/free-credit-score). You can see your full credit report (which includes your payment history and the status of your credit account). Plus, you can use the Score Simulator tool to see how taking out credit will affect your credit score.

### How Do I Improve My Credit Score?

If you want to boost your credit score, here's a few good habits that could help:

**Stay within your credit limits** - This shows that you’re managing your money well and helps you avoid any extra fees. Going over your credit limit could harm your credit score. 

**Make your payments on time** - Your payment history is a big part of your credit score. Make payments on time and your score could increase. But miss payments and your score could go down. Setting up a Direct Debit is a great way to make sure you never forget a payment. 

**Use your credit card for everyday spends** - Lenders want to see that you can manage a credit card. Using a credit card for smaller, everyday spends can help you show this. Plus, if you pay your balance off in full each month, you won’t have to pay any interest. Follow this advice and you could [build your credit score with our credit builder card.](https://www.capitalone.co.uk/creditcards/credit-builder-credit-cards) 

**Don't apply for credit too often** - Every time you apply for credit, it shows up on your credit report. Applying too many times in a short period of time can make you look risky to lenders. That’s why it’s always better to use an eligibility checker - like [QuickCheck](https://quickcheck.capitalone.co.uk/?s=15901DFACQC000CUR001) - to see if you’ll be accepted before you apply.

**Keep on top of your finances** - Your credit score isn’t just based on credit cards and loans. You need to keep on top of your other bills like phone contracts, energy bills and other regular payments too.

**Check your score regularly** - This won’t have a direct impact on your score but it’s useful to keep an eye on it so you know if something’s changed. 

**Make sure you’re registered to vote** - Lenders use the electoral register to check your name and address, so it’s important to make sure you’re [registered to vote](https://www.gov.uk/register-to-vote). 

### Why Do I Have A Bad Credit Score?

There are many reasons your credit score might not be as high as you’d like, such as missing payments, declaring bankruptcy, and being the subject of a CCJ (County Court Judgement). Then there’s the smaller stuff, like only paying the minimum each month or having no credit history. 

You should also keep in mind that your credit score could drop slightly when you apply for credit. So it’s important that you don’t apply for too much credit in a short space of time. 

That’s why we give you a 100% guaranteed [yes or no before you apply](https://quickcheck.capitalone.co.uk/?s=15901DFACQC000CUR001). So you’ll get an answer, without affecting your credit score.


Get a simple yes or no before you apply

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