Protecting your account from fraud

What APP fraud is, and why it matters to you

Authorised Push Payment (APP) fraud is one of the most common types of financial fraud in the UK, accounting for around 40% of fraud cases and over £500 million in losses each year.

It happens when a fraudster tricks you into transferring money to an account they control, usually by impersonating someone you trust. That might be your bank, your accountant, a supplier, or a financial services provider. They’ll create a sense of urgency or fear, aiming to get you to act before you have time to think.

Be careful what you authorise, prevention is the strongest protection.

How fraudsters might impersonate multifi

Fraudsters who target our customers tend to follow recognisable patterns. They might:

• Claim your multifi account has been hacked or compromised, and tell you that you need to move funds to a “safe” account immediately
• Ask you to share your password, one-time passcode (OTP), or full account details
• Pretend to be from our compliance, fraud, or technical support team and pressure you to act quickly
• Send emails or texts that look like they’re from multifi, with links to fake login pages designed to capture your credentials

The common thread is urgency. They want you to act faster than you can verify.

What we will never do

The clearest defence against impersonation fraud is knowing what a genuine multifi contact looks like, and what it doesn’t.

multifi will never:

• Ask you for your full password, full security details, or your one-time passcode
• Ask you to transfer funds to a “safe” or alternative account
• Ask you to share your account access codes with anyone, including a multifi team member
• Pressure you into acting urgently without giving you time to verify the request
• Contact you out of the blue, asking for account information we already hold

If anyone claiming to be from multifi asks you to do any of the above, they are not from multifi. End the conversation and contact us directly using the details below.

What to do if you think you’re being targeted

If something feels off (a call, a message, an email that looks like it’s from us but doesn’t seem right), pause. The Take Five framework is a useful structure:

Stop. Don’t be rushed. A few seconds of thinking is the single strongest defence against being scammed. Genuine messages from us will never require you to act in the next ten minutes.

Challenge. It’s fine to say no. If you’re uncertain about a call or message claiming to be from multifi, hang up or close the message and call us directly on the number on our website.

Protect. If you think you may have already shared information with a fraudster or transferred funds, get in touch with us immediately. The faster we know, the more we can do.

You can find more on the Take Five website.

How to report suspected fraud to multifi

If you believe you’ve been targeted by fraud impersonating multifi, or you think you may have already fallen victim, please contact us straight away:

• Email: support@multifi.co.uk
• Phone: 020 8432 9929

Report a suspected fraud

We’ll respond as quickly as we can and walk you through the next steps. If money has already moved, time matters, please don’t delay because you’re worried about looking foolish. We’d much rather hear from a hundred customers who turned out to be fine than miss the one who needed our help.

Other resources

For broader fraud prevention support beyond multifi:

• Action Fraud, the UK’s national reporting centre for fraud and cybercrime. You can also report incidents on 0300 123 2040.
• Take Five to Stop Fraud, practical guidance on recognising and stopping scams
• Get Safe Online, guidance on online safety, including how to verify whether a website is genuine
• National Cyber Security Centre, government-led cyber security guidance for individuals and businesses

A note from us

Fraud is a problem the whole financial services industry shares responsibility for fighting. We work to protect our customers through technical safeguards, monitoring, and staff training, but the most effective defence is an informed customer. If you ever have a question about whether something is genuinely from us, just ask. We’d rather field a thousand “is this real?” questions than have one customer fall victim because they were embarrassed to check.