By clicking on links in this email, you agree to NatWest Rooster Money tracking how you engage with our emails to improve our communications to customers.

Hello,

We’re updating our Payment Terms & Conditions following new rules introduced by the Payment Systems Regulator on the 7th October 2024. This update will reflect the protection you get if you fall victim of Authorised Push Payment (APP) scams using your NatWest Rooster Money app. The rules are already in place.

What do I need to do?

You’ll find more information below and useful links for further details, including the proposed full terms. If you’re happy with the changes, you don’t need to do anything.

What is an Authorised Push Payment (APP) scam?

An APP scam is when you’re tricked into paying money to someone who isn’t genuine or for a different purpose from what you meant. It can seem convincing, so it’s easy to get caught out.

The new rules are already in place.If you’re a victim of APP scams, you can make a claim up to £85,000 for the money lost.

Which payments are covered under the new rules?

Payments made in the UK using Faster Payments or CHAPS. When you pay for something using our mobile app it’s usually a Faster Payment. This includes bank transfers made in Pound Sterling from your Rooster Money Parent Account to an account in the UK that you don’t control and covers Payments made on or after 7th October 2024.

You can read more on exceptions and eligibility on the Payment Systems Regulator’s website, and within the Consumer Guide to APP Fraud (PDF, 1.5MB) provided by UK Finance.

These are your current Payment Terms & Conditions and new Payment Terms & Conditions which will become effective on the 9th April 2025.

When do I need to contact Rooster Money?

If you suspect that:

An incorrect payment has been made from your Parent Account
An unauthorised payment has been made from your Parent Account
You’re the victim of an APP scam on your Parent Account

Please contact us as soon as possible using the methods below:

Phone: 0203 984 842
Email: hello@roostermoney.com
Post: NatWest Rooster Money Customer Support, 1 Spinningfields Square, Manchester, M3 3AP
Chat: tap “Contact us” in your NatWest Rooster Money app menu

Once you’ve reached out, we’ll investigate to see if you’re entitled to a refund. This may include asking you and others for further information about the APP scam. We’ll refund you, or explain why we’re not refunding, as soon as possible and within a maximum time limit of 35 days.

More information on APP scams including how you’re protected and which payments are covered can be found on the following page: APP Scam code – know your rights | Rooster Money Help.

If you’re happy with the updates to the terms, you don’t have to do anything. But if you’re thinking about closing or making changes to your account, just let us know.

The NatWest Rooster Money Team

This email is confidential. So if you’ve received this instead of the person it was for, please delete it.

You are receiving this service related email as a parent who is signed up to Rooster Money.

How we keep you safe

Our Privacy Notice

The Rooster Card is issued by National Westminster Bank Plc pursuant to a license from Visa Europe.

National Westminster Bank Plc. Registered in England No. 929027. Registered Office: 250 Bishopsgate, London EC2M 4AA. Financial Services Firm Reference Number 121878.

National Westminster Bank Plc is authorised by the Prudential Regulation Authority, and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. The Rooster Card utilises the e-money permission held by National Westminster Bank Plc.

World Learning Limited, Registered in England and Wales No. 06830114. Registered Office: 250 Bishopsgate, London, England EC2M 4AA.