Under the new rules, called the Consumer Standard of Caution, you’re expected to take a number of steps before and after making a payment. You must:
Follow any specific warnings given by us, the police or another law enforcement agency that advise you that you may be at risk of being a victim of a scam
Let us know as soon as possible if you think you’ve been a victim of a scam as soon as possible
Share any information we reasonably ask you for to help us asses your claim
Report the scam to the police or allow us to report it on your behalf
These rules don't apply if you’re considered by us to be a vulnerable customer, which has an impact on your ability to avoid the scam.
Also, you won’t be eligible for protection if the final payment to the fraudster is more than 13 months before you report it.