Guides › Banking Scams and Fraud › Cash Machine Did Not Give Me My Money
Cash Machine Did Not Give Me My Money
If a cash machine did not give you your money but your account was debited, contact your own bank or building society: LINK says only they have all the details of your account. Give them the date, time and place you used the machine. If your card was kept, contact your bank as soon as possible for a replacement.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
What to Do
Money Not Dispensed
Contact your bank or building society, as you are its customer and only it has all the details of your account. You will need to give the date and time you used the machine. source
Card Kept
If the machine kept your card, contact your bank as soon as possible to sort out a replacement. For security reasons, a cash machine cannot be opened to get it back. source
Complaining
Complaining to the Ombudsman
If your bank refuses or you are unhappy with how it handled a scam, you can complain to the bank and then to the Financial Ombudsman Service, which is free. Its compensation limit is 430,000 pounds, and it can look at cases where losses are over 85,000 pounds. source
Unauthorised Payments
If a payment was made without your permission (an unauthorised payment), contact your bank within 13 months. The money should reach your account by the end of the next business day, together with any charges and interest you paid or lost because of the payment. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- Straight awayTell your bankWith the date, time and machine location
- 13 monthsReport an APP scam or unauthorised paymentWithin 13 months of the payment, but as soon as possible
Steps to Take
Step 1 of 5
Note the date, time and exact location of the machine, and keep any receipt.
Step 2 of 5
Contact your bank or building society straight away.
Step 3 of 5
Check your statement for the debit and the reversal.
Step 4 of 5
If the bank refuses, complain in writing. We do not take insurance or banking complaints as cases, but our free letter templates can help you write to the firm.
Step 5 of 5
If not sorted in 8 weeks, go to the Financial Ombudsman Service.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Your Bank's Complaints Team
Always start here, in writing, once your bank has refused or not replied.
Financial Ombudsman Service
You are unhappy with your bank's final response. It is free, and its limit is 430,000 pounds.
Good to Know
Small things that make your complaint stronger.
If someone was standing close by or the machine looked tampered with, tell your bank: your card details may be at risk.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- link.co.uk/help-centre Checked 13 October 2026
- psr.org.uk/information-for-consumers/app-fraud-reimbursement-protections Checked 13 October 2026
- fca.org.uk/consumers/fraudulent-payments Checked 12 October 2026