New financial evaluation from open banking platform Tink and the Centre for Economics and Enterprise Analysis (Cebr) has discovered that UK small and medium-sized enterprises misplaced an estimated £6.15billion in direct gross sales final yr resulting from shopper mistrust of handbook financial institution transfers.
The report highlights a widespread ‘concern of fraud’ that can also be driving a possible £31.4billion in oblique losses from lowered buyer loyalty and repeat enterprise.
The findings, based mostly on surveys of two,000 customers and 500 SME leaders, reveal a major disconnect between enterprise practices and buyer expectations. Whereas 87 per cent of SMEs that settle for handbook financial institution transfers nonetheless depend on them as an everyday fee methodology, 41 per cent of customers say they’d abandon a purchase order if requested to pay this fashion.
This mistrust is widespread, with 57 per cent of buyers stating they don’t belief companies that request handbook transfers, and 67 per cent worrying particularly about being scammed into paying a fraudster.
A 2025 report from UK Finance recorded that £450 million was misplaced to authorised push fee (APP) fraud in 2024, against the law the place victims are tricked into sending cash on to a felony’s account. This backdrop of rising fraud is making customers more and more cautious on the checkout, particularly when fee strategies lack built-in safety.
Customers voting with their wallets
The analysis reveals that belief is a significant component in a shopper’s resolution to finish a purchase order. The concern of being scammed is not only a statistic; it interprets into real-world deserted gross sales and broken enterprise reputations.
One shopper, Peter Richards, shared {that a} earlier scamming incident has made him extraordinarily cautious of handbook transfers. When a letting agent not too long ago requested for a fee to an account the place the identify didn’t match the enterprise, he felt compelled to go to their bodily workplace to confirm the request. “In the event that they didn’t have a bodily retailer presence, I wouldn’t have paid,” he said.
This sentiment is shared by others who really feel susceptible. Anne Vivian-Smith, one other shopper, defined her resolution to cancel hiring a gardener who requested fee through a handbook financial institution switch despatched over textual content message. “I had no approach to double-check if the account was respectable, and I didn’t wish to put myself in a susceptible place,” she mentioned. “In the long run, I made a decision to not go forward together with his providers. It wasn’t well worth the stress or the danger.”
These experiences again the report’s discovering that the fee choices supplied by a enterprise closely affect buying choices for 81 per cent of customers. Moreover, two-thirds of buyers don’t belief companies that fail to make use of a recognised third-party fee supplier, indicating that safety and selection at the moment are baseline expectations.
The case for safe funds
With open banking adoption within the UK reaching 15 million customers, up from 10 million a yr in the past, the report factors in the direction of fashionable fee strategies like Pay by Financial institution as a safe different that may assist SMEs restore belief and defend income.
Ian Morrin, head of funds at Tink, commented: “Handbook financial institution transfers are sometimes not match for objective and are holding the UK financial system again. These strategies can create friction, gas fraud fears, and finally erode buyer belief. In right this moment’s panorama, the place belief and selection are non-negotiable at checkout, companies can’t afford to depend on outdated fee strategies that value them each gross sales and loyalty.”
He additionally added: “Safe, recognised fee strategies, whether or not that’s Pay by Financial institution, digital wallets or card funds, give clients the arrogance to finish purchases whereas serving to companies enhance conversion, scale back fraud threat, and meet rising expectations round fee expertise.”
Tink, as a part of Visa A2A, is working to deliver better protections to Pay by Financial institution funds, aiming to offer a stage of safety sometimes related to card transactions.
