Keeping safe from scams and getting help after fraud

What a scam can look like

A scam is a dishonest attempt to take money or information. It can arrive by text, email, phone, social media, post or a visit to your home. Criminals may pretend to be a bank, police officer, delivery company, government service, employer, friend or romantic partner. A convincing logo, familiar phone number or knowledge of your name does not prove someone is genuine. Spelling can be perfect and photographs or voices can be copied.

Pause when someone creates pressure

Warning signs include urgent demands, threats, secrecy, an unexpected prize or refund, a bargain that seems unlikely, or a request to change payment details. Do not click, pay or share information while being rushed. You can end a call, close a message or say you need time. Keep a record if safe. Ask someone you trust for help without giving them control of every decision.

Check through a separate trusted route

Use the organisation’s official app or a number from your bank card, statement or an independently checked website. Do not use the contact link or number supplied in the suspicious message. Contact a friend through their usual number if a new number asks for money. Caller ID can be faked. After a suspicious landline call, use a different phone if possible to make the checking call, because a scammer may keep the original line open.

Protect banking details and devices

Do not give anyone your PIN, full banking password or a one-time security code. Your bank or the police will not ask you to move money to a “safe account”, hand cash or cards to a courier, or make a payment to catch a criminal. Do not install software or share your screen because an unexpected caller says your device needs fixing. If you want legitimate help, contact the provider yourself through its known support route.

Shopping, work and investment scams

Fake shops and ticket offers may take payment without providing anything. Check the seller and use the consumer-rights guide before paying. A job offer asking for upfront fees, money transfers or access to your bank account needs careful independent checking. Do not let someone use your account to receive and pass on money: this can involve money laundering, even if described as easy work. Treat guaranteed high investment returns or pressure to move a pension as warning signs. Check relevant firms through the Financial Conduct Authority’s official resources.

Friendship, romance and doorstep pressure

An online relationship can be real, but someone asking for money, gifts, secrecy or help moving funds may be exploiting trust. You do not have to send money to prove love or friendship. At home, you can keep the door closed while checking an unexpected visitor. An ID card alone is not proof. Do not agree to urgent repairs or payment under pressure. If someone refuses to leave or threatens you, seek police help; use 999 for immediate danger.

If money or banking information is involved

Contact your bank or payment provider immediately through a trusted number or official app, even if you are unsure or no money has yet left. Explain what happened, what you shared and any payment details. Ask the bank to secure the account, stop or trace payments where possible, and explain the next steps. Reporting a suspicious email does not notify your bank. Do not delay the bank call while gathering a perfect evidence file.

If an account or device may be compromised

Use the provider’s genuine account-recovery process. Change the affected password and any other account using the same password, starting with your email account where relevant. Turn on two-step verification if available and accessible to you. If you installed software or allowed remote access, get trusted technical help and follow NCSC recovery guidance; tell the bank if banking was exposed. Use a different trusted device to contact services if you think the original one is controlled. A supporter should explain and agree changes with you.

Report suspicious messages

Forward suspicious emails to report@phishing.gov.uk. Forward suspicious texts to 7726, which is free. The official GOV.UK reporting page also links to website and advert reporting. Do not click a suspicious link merely to investigate it. Keep useful details, then block or report the sender through the service. These reporting routes help tackle suspicious activity; they do not replace a fraud report when money has been lost or an account hacked.

Report fraud and get support

In England, use Report Fraud at reportfraud.police.uk or call 0300 123 2040. It replaced Action Fraud; older material may still use the old name. Calls use the normal network rate, so check your tariff. If a crime is happening now, the suspect is known or there is particular vulnerability or continuing risk, contact police directly: 999 in an emergency or 101 otherwise. Ask for communication support and a safe contact method. You can report with help and ask about victim support. A report does not guarantee an individual investigation or recovery of money.

Ask about getting money back

Ask the bank which refund or reimbursement rules apply to the payment and for its decision in writing. Some UK bank-transfer scams have mandatory reimbursement protections, but coverage, limits and exceptions matter. Do not assume every loss is covered or that having authorised a payment automatically removes protection. Tell the bank about communication, health or other circumstances that affected the situation. If unhappy, complain to the firm and ask the Financial Ombudsman Service about the next route and deadline. The ombudsman guide explains how this differs from a police report.

Beware of a second scam

Someone may contact you afterwards claiming they can recover the money for a fee. They may already know details of the first scam. Check independently and do not pay an unexpected caller or share more security information. Update your bank about further payments or suspicious contact. Keep copies of messages, transaction dates, account names, receipts and report references somewhere safe, without keeping passwords in a shared worksheet.

Support without blame or unnecessary restrictions

Being deceived is not a reason to shame someone or automatically take away their phone, friendships or control of money. Ask what support they want: practising checks, accessible bank communication, agreed alerts or reviewing requests with a trusted person. If a carer, relative or other person is pressuring or taking money, consider safeguarding and independent advocacy as well as police or banking help. Agree a safety plan that respects the person’s wishes, decision-making and privacy.

Keeping safe from scams

Stop and check unexpected contact

Protect your money and accounts

Online friends and visitors

Get help if something goes wrong

Report and ask about money back

What you can do next

More useful links

Easy Read guides about scams

Reporting a scam and getting help