What to Do If You've Been Scammed Online

A calm, step-by-step guide for what to do if something does not feel right.

If you think you have been scammed, the most important thing to know is this: it happens to a lot of people, and acting quickly makes a real difference. Do not be embarrassed to ask for help, scams are designed by professionals

to be convincing.

Step 1 -
Stop and Do Not Do Anything Else

If you are in the middle of something that does not feel right:

Stop what you are doing
Do not click any more links
Do not send any more money or information
Put the phone down if someone is pressuring you

Legitimate organisations - banks, HMRC, the NHS - will never pressure you to act immediately, ask for your full a PIN or password, or tell you to transfer money to a "safe account." If someone is doing this, hang up immediately.

Step 2 -
Call 159

If you receive a suspicious call from someone claiming to be your bank, hang up and dial 159. This is a free, official UK short code that connects you directly and safely to your real bank's fraud team. It cannot be spoofed or faked, and 159 will never call you first.

It works with the vast majority of UK banks including Barclays, HSBC, Lloyds, NatWest, Santander, Monzo, Starling, and many more. If you are unsure whether a call was genuine, 159 is always the safest next step.

In an emergency situation: Tap the ESC key 3 times to exit the site.

Step 3 -
Contact Your Bank Immediately

If you have already shared bank details, transferred money, or think your account may be at risk:

Call the number on the back of your bank card, or dial 159
Tell them what happened as clearly as you can
Ask them to review recent transactions
Ask whether any transfers can be stopped or reversed

Do this as quickly as possible. Banks have specialist fraud teams.

Since October 2024, UK banks are legally required to reimburse customers who have been misled into transferring money to a fraudster. This is known as authorised push payment fraud. The maximum reimbursement is £85,000, and your bank must process the claim within five business days.

Your bank will advise you on whether your situation is covered and what to do next.

Step 4 -
Change Your Passwords

If you entered a password on a suspicious website, or think someone may have your login details:

Change the password for that account immediately
If you use the same password elsewhere, change those too
Start with your email account - that is the most important one

If you are not sure how to do this, ask someone you trust to help, or get in touch with us.

Step 5 -
Tell Someone You Trust

Tell a family member or close friend what happened. Not because you have to, but because:

They can help you work through the next steps calmly
They can help you spot if any follow-up contact is also a scam.

Scammers sometimes contact victims again, pretending to offer help or a refund

Reporting a scam helps protect other people. You can report to:

Step 6 -
Report It

Your bank - if money was involved, report it directly so they can investigate
Action Fraud - the UK's national fraud reporting centre. Action Fraud or Report Fraud Police UK or call 0300 123 2040
The company being impersonated - if someone pretended to be from a bank, HMRC, or a well-known organisation, let them know

You do not have to report it if you do not want to, but it can help others avoid the same situation.

Common Scams to Be Aware Of

Phone calls from someone claiming to be your bank, HMRC, the police, or a tech company saying your device has a problem
Emails or texts with urgent messages about a parcel, an unpaid bill, or a suspicious login - with a link to click
Romance or friendship scams where someone builds a relationship online and eventually asks for money
Investment opportunities that promise unusually high returns

If something feels off, trust that feeling. It is usually right.

A Note for Families

If you are reading this on behalf of a parent or older relative, the kindest thing you can do is talk about this topic calmly and without blame. Scams are sophisticated and designed to deceive. They are not a sign of naivety or weakness. Knowing

what to watch for and what to do is simply good preparation.

If you or someone you care for has been affected by an online scam, or you would like to put better safeguards in place, we can help.

Book your audit

How it works

Prefer a hard copy? Download the checklist as a PDF here and keep it somewhere handy.