What to do when you've been scammed

If you discover you have fallen victim to a scam—whether through a fraudulent bank transfer, fake investment scheme, or phishing attempt—acting quickly is essential. The sooner you report the fraud and contact your bank, the higher your chances of recovering lost funds and preventing further damage.

Step 1: Contact Your Bank Immediately

The first and most critical action is to tell your bank about the scam right away. Your bank may be able to stop a payment if it has not yet cleared, or reverse a transaction in some cases. Call your bank using the phone number on the back of your card, via your bank's website or mobile app, or use the secure 159 service. The 159 number is especially useful if you are unsure whether a call you received claiming to be from your bank was genuine—it provides a safe, direct connection to your bank's fraud team without the risk of being intercepted by scammers.

Understanding Your Protection: APP Fraud Reimbursement

If you authorised a bank transfer to what you believed was a legitimate account, but it turned out to be controlled by a fraudster, you may be protected under the UK's Authorised Push Payment (APP) fraud reimbursement rules. These mandatory protections came into force on 7 October 2024 and apply to most standard bank transfers in the UK.

Who Must Reimburse You

Your bank (the sending payment service provider) is legally required to reimburse you if you fall victim to APP fraud, unless you acted with gross negligence. This is a significant change from the previous voluntary approach. The maximum reimbursable amount is £85,000, bringing it in line with the Financial Services Compensation Scheme limit.

Reimbursement Timeline and Process

Your bank must process reimbursement within five business days of your claim, unless they need further information from you. There is no minimum threshold for a claim, though your bank may apply a £100 excess at their discretion. Customers considered vulnerable—such as those with mental capacity concerns or severe financial difficulty—are typically exempt from both the excess and any caution standard.

Exceptions to Reimbursement

Reimbursement does not apply if you acted with gross negligence—a high legal standard to meet. Additionally, the protections only cover transfers made via the Faster Payments System (FPS) or CHAPS. Scams involving cryptocurrency wallets, money mules, or international transfers may fall outside these rules. If you used an alternative payment method or sent money abroad, contact your bank for specific advice on your situation.

Step 2: Report the Scam to the Authorities

Reporting the fraud is essential, even if you have already contacted your bank. Official reports create an official record of the crime, help law enforcement identify patterns, and can be crucial if you need to escalate a complaint. Where you report depends on where you live in the UK.

Reporting in England, Wales, and Northern Ireland

In England, Wales, and Northern Ireland, report to Action Fraud (also called Report Fraud). You can report online at reportfraud.police.uk or by calling 0300 123 2040 (Monday to Friday, 8am to 8pm). Provide as much detail as possible about the scam, including dates, amounts, and any communication you received from the fraudster.

Reporting in Scotland

In Scotland, report fraud and financial crimes to Police Scotland via 101 (non-emergency). They will guide you through the process and record your report officially.

Step 3: Report Scam Messages and Phishing Emails

If the scam began with a suspicious text message or email, reporting it helps mobile networks and cybersecurity authorities block the sender and protect others. These reports contribute to a coordinated effort to remove scam infrastructure.

Reporting Scam Texts

Forward any scam text message to 7726 (which spells SPAM on an alphanumeric keypad). This free service works with all UK mobile networks. When you forward the message, your mobile provider can investigate the sender's number and block or ban them from sending further messages. To report on most phones, press and hold the message, select Forward, and type 7726.

Reporting Phishing Emails

If you received a phishing email—an email designed to trick you into clicking a malicious link or giving away personal information—forward it to report@phishing.gov.uk. The National Cyber Security Centre (NCSC) will investigate it. If you cannot forward the email because it has already been flagged as spam, take a screenshot and send it to the same address.

Protecting Yourself from Investment and Financial Scams

Investment scams—where fraudsters pose as legitimate investment advisors or platforms—are common and often convincing. Before handing over any money for an investment, pension, or financial product, always check that the company is authorised by the Financial Conduct Authority (FCA).

Checking the FCA Register

Use the FCA's official tools to verify a firm before investing. Visit register.fca.org.uk (the Financial Services Register) or use the FCA Firm Checker tool on the FCA website. Search by the firm's name or FCA reference number. If the firm is not listed, or if its registration has been revoked, do not use it. The FCA also maintains a Warning List of firms known to be providing financial services without authorisation or running scams, often impersonating legitimate companies (clone firms).

Using an authorised firm reduces your risk of harm and ensures you have access to consumer protections such as the Financial Ombudsman Service and the Financial Services Compensation Scheme (FSCS) if something goes wrong.

General Prevention Tips

• Never share personal information (such as your bank PIN, National Insurance number, or passwords) in response to unexpected calls, texts, or emails, even if the sender claims to be from your bank, HMRC, or the police.
• Never click links in emails or texts from unknown senders, and do not download attachments unless you are certain of the source.
• If you receive an unexpected call about money or a financial matter, hang up and call back using a number you find independently—never use a number the caller provides.
• For bank-related concerns, use the 159 number to reach your bank securely and verify any suspicious contact.
• Regularly check your bank and credit card statements for unauthorised transactions.
• Use strong, unique passwords for your online banking and investment accounts, and enable two-factor authentication where available.

What Happens After You Report

After you report a scam to Action Fraud or Police Scotland, you will typically receive a crime reference number. This number is important—keep it safe. Law enforcement uses reports to identify crime patterns and, in some cases, to recover funds or arrest perpetrators. However, responses can be slow, and many smaller fraud cases do not result in prosecution. Your best protection remains: reporting quickly to your bank and the authorities, and checking the FCA register before investing.

If your bank rejects your reimbursement claim and you believe they are wrong, you can escalate through their complaints procedure. If you remain unsatisfied, you can take your case to the Financial Ombudsman Service, which provides free resolution for complaints about financial services.