Jenny Ross, Which? Money Editor, said:
“The huge rise in scam complaints reflects a surge in fraud generally as criminals exploit the pandemic to target victims. What is really shocking is the proportion of claims upheld. This shows that in three quarters of cases banks aren’t treating bank transfer scam victims right and handling the complaint as they should – often wrongly trying to blame victims for their misfortune and then putting them through a gruelling ordeal to get their money back.
“The payments regulator must urgently work with the government to introduce mandatory and robust rules to ensure that banks do more to protect consumers against these scams, and that they swiftly and fairly reimburse all those who lose money through no fault of their own.”