The operating answer
The PSR’s Faster Payments APP framework has a published maximum reimbursement level of £85,000 per claim. That figure does not make every disputed payment eligible. [Payment Systems Regulator]
The workflow below is our editorial synthesis. Regulatory statements link to primary sources. Examples are hypothetical, and applicability requires a firm-specific assessment.
Classify the payment and the claim
Identify the route, relevant customer facts and the nature of the dispute. Use the official scope and clarifications rather than a product marketing label. Keep the basis of the assessment in the case record.
Keep the handling evidence
Record the information considered, the decision and customer communications. Handle vulnerability and sensitive information through the firm’s appropriate process. Do not use this public explainer as a substitute for an individual assessment.
Explain the limit honestly
The cap is only one element of the policy. A clear customer explanation should point to scope, conditions and the provider’s actual claim process. Sterling Playbook does not receive or adjudicate claims.
Method, assumptions and limits
We use official sources for regulatory facts and label our suggested workflows as editorial methods. Illustrative examples are hypothetical. The content does not establish the position of any individual firm and is not a prescribed regulator template.
Source review date: 12 November 2026. No automatic monitoring is running. Check the underlying document, applicable entity, activity and jurisdiction before using this material.
Read the full methodologyQuestions, answered.
Is this individual legal or regulatory advice?
No. It is a source-based explanation. Applicability depends on the actual entity, product and circumstances.
Where can I go deeper?
The related operating playbook and linked primary sources provide the next reading step.
Sources & scope
Primary sources used for this research edition. Document dates and commencement dates are different fields. Recheck the issuing authority before acting.
- Payment Systems Regulator: APP fraud reimbursement protectionsPolicy explanation · source reviewed 12 November 2026
- Payment Systems Regulator: PS24/7: maximum APP reimbursement levelPolicy statement · source reviewed 12 November 2026
- Payment Systems Regulator: APP scams policy clarificationsPolicy clarification · source reviewed 12 November 2026