Check your eligibility

You are a sole trader or your company is a micro-enterprise or charity: Meaning your annual turnover does not exceed €2 million in total or your annual balance sheet does not exceed €2 million in total. And you employ less than 10 people. For charities, your annual income should be less than £1 million per year.
The payment was made on or after 7th October 2024, and your claim is submitted within 13 months of the fraudulent payment being sent.
It was a Faster Payment or CHAPS within the UK, with reimbursement up to the value of £85,000.
Malicious payee: You have been manipulated into believing you are purchasing products, but in reality, these products either do not exist or are never delivered to you.
Malicious redirection: You have been made to believe that you are interacting with Telleroo, but a fraudster is actually manipulating you to transfer funds from your account to theirs.

Exclusions

You will not receive reimbursement if your claim meets any of the criteria below:

Civil Dispute: You have paid legitimate supplier(s) for goods or services and have not received them or they are defective in some way. There is no indication of the supplier having an intent of fraud.
First party fraud: You were a willing and knowing party in the scam.
Gross negligence: You have not considered Telleroo’s warnings, interventions or have refused to cooperate.
Dates: The claim is for a payment made before 7th October 2024, or the claim is submitted more than 13 months after the fraudulent payment has been sent.
Destination: Payment is outside of the UK.
Payee: The payment is made to an account you control.
Authorisation: You as the account holder did not authorise the payment. For example, if your account had been taken over by a fraudster, and they sent payments from within your account.
Payment reason: The payment was made for unlawful purposes.

What is gross negligence?

As a consumer, you also play a part in this process. The Payment System Regulator has guidance on what you need to do. If you don't comply, it could be seen as gross negligence, which may make you ineligible for reimbursement:

You did not regard any intervention made by Telleroo: Telleroo may step in before you send a payment if it suspects fraud. Telleroo will alert you when the intended recipient of the payment is likely to be a fraudster due to suspicious details and/or behaviour.*
You did not file an action fraud report with the police and share the report with Telleroo.
Upon learning that you have become a victim to an APP scam, you did not report the fraud promptly to Telleroo.
You did not respond to any reasonable and proportionate requests for information made by Telleroo, such as evidence (screenshots, emails etc) of the communication you had with the person who requested payment.

*This intervention can vary and might include a pop-up questionnaire, direct contact from our team, or a hold on the payment. If you disregard this intervention and proceed with the payment, it could be seen as gross negligence, making your claim ineligible for reimbursement.
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If you have not met one or more of these requirements, Telleroo are not obliged to reimburse you.
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There are considerations for vulnerable consumers. Please let us know in advance if you consider yourself to be vulnerable.

How to claim

If you think you might have been manipulated to send money to a fraudster, please open a chat with the team immediately. You can do this at https://www.telleroo.com by clicking on the bubble found at the bottom right of the website. You can also report a fraudulent payment by phoning Telleroo on 0203 6334 810.

After you have reported fraud to us via chat or telephone, please complete the payment recall form.

Payment recall form

Once you have reported a fraudulent payment to Telleroo we will:

Contact the receiving bank and try to return the funds.
Review the payment and let you know if you’re eligible for reimbursement.
We may ask you to provide additional documents and Telleroo may report an incident of fraud to the Police, such as a police report. If you are not willing to cooperate, your case may not be eligible. See ‘What do I need to do?’ for more information.
Unless we ‘stop the clock’, your claim will be assessed and reimbursed within five days.
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How long does it take?

Unless we ‘stop the clock’, your claim will be assessed and reimbursed within five days if you qualify.

Telleroo can ‘stop the clock' in order to verify that you have the authorisation to submit the claim, and gather additional information to assess the claim. When we 'stop the clock' it pauses the countdown on the 5-day limit, and allows further information to be gathered, for up to 35 days.

Telleroo can apply an excess of £100.

If you are not happy with the outcome of a claim, you can raise a complaint to Telleroo, or contact FOS.

Contact Telleroo

You can contact Telleroo via chat, email hello@telleroo.com or call 0203 6334 810.