Fraud Awareness Policy

Fraudsters may pose as representatives of FTFT Pay, contacting you through email, text messages or phone calls. These criminals may offer advice, request payments or send links to fake websites.

We will only ever email you via the following email domain:

• @ftftpay.com

If you receive correspondence from any other email, please forward it to fraud@ftftpay.com.

We never accept payments in cryptocurrency. Our banking information for payments is only ever available via our official client portal at portal.ftftpay.com.

Criminals are continually employing new and inventive ways of defrauding both companies and individuals. If you suspect you have received a fraudulent call or email, please contact us at fraud@ftftpay.com and immediately end any communication with the suspected scammer.

Under UK regulations, you may be entitled to claim reimbursement if you are victim of an APP scam payment.

Authorised push payment (APP) scams are where a person uses a fraudulent or dishonest act or course of conduct to manipulate, deceive or persuade someone into transferring funds from their account to an account where:

• the recipient is not who they intended to pay, or
• the payment is not for the purpose that they intended.

APP scams can come in many different forms, but some common types are:

• Phishing, where a scammer impersonates a trusted organisation (e.g. HMRC) to deceive victims into sending money.
• Purchase scams, where fraudsters offer products or services they never intend to deliver, requiring prepayment then ceasing all contact.

• Private individuals;
• Microenterprises — a business whose annual turnover and/or balance-sheet total does not exceed €2 million (or the equivalent in Sterling) and employs fewer than ten people;
• Charities whose annual income is less than £1 million.

If you are an FTFT Pay client, get in contact with us right away at fraud@ftftpay.com. If not, please contact your Payment Service Provider (PSP) immediately. Additionally, you should report the fraud to the police via Action Fraud online or by calling 0300 123 2040.

When you submit a claim by emailing fraud@ftftpay.com, you'll receive a short list of questions to answer. Please provide as much detail as possible. Your claim will be reviewed by our internal investigations team (or the relevant payment partner's team), who may reach out with additional questions. We will keep you updated throughout the process and aim to inform you of the outcome no later than 35 business days after receiving your claim. If your claim is approved, you may be reimbursed up to £85,000 within 35 business days.

An APP scam must meet all the criteria below to be eligible for reimbursement:

• The victim must be a client of FTFT Pay.
• The victim must have authorised the APP scam payments.
• The APP scam payments must have been made on or after 7 October 2024.
• The scam payments must have been carried out via the UK Faster Payment scheme or Clearing House Automated Payment System (CHAPS).
• The claim must be made within 13 months of the last scam payment.
• The scam payments cannot be the subject of a current or potential future civil legal dispute.
• The scam payments must be to and from Scotland, Wales, England or Northern Ireland.
• The scam payments must be from a private individual, microenterprise or eligible charity.
• The victim must not have disregarded standard warnings through a significant degree of carelessness, must promptly report the scam, comply with information requests, and report the scam to the police (or allow the PSP to do so).

Scams can happen to anyone. For more information on how to protect yourself, visit:

• Action Fraud — the UK's national reporting centre for fraud and cybercrime: actionfraud.police.uk
• Financial Conduct Authority (FCA): fca.org.uk
• Take Five — national campaign offering advice to help prevent fraud: takefive-stopfraud.org.uk

For questions about this policy, contact us at legal@ftftpay.com.