Report an unauthorised payment

Customer self-service: Report an unauthorised payment. Starts when: Customer sees a payment they did not make. Steps: Report via app or call; Account protected; Fraud case opened; Refund by end of next business day unless fraud suspected; Outcome. Done when: Fraud case exists and either a refund journal or a written reason is receipted within one business day. Rules that apply: PSRs 2017 reg 76; FCA BCOBS 5.