Frequently asked questions

159 is a free phone service run by Stop Scams UK. It connects you securely to the fraud team at most major UK banks. Use it if you get an unexpected call, text or message about your bank account, or if you think you've been scammed. 159 will never call you. Find the list of participating banks on stopscamsuk.org.uk.

In many cases, yes. If you were tricked into making a bank transfer to a UK account, banks must normally refund up to £85,000 if you report it within 13 months. If someone took money without your permission, you should normally get it back unless you were grossly negligent. Full details are on our scam help page.

Action Fraud was replaced by Report Fraud in December 2025. It's run by the City of London Police for England, Wales and Northern Ireland. The phone number is still 0300 123 2040. In Scotland, report fraud to Police Scotland on 101.

Yes. Banks use strong encryption and fraud monitoring, and banking apps are among the most secure ways to manage money. The biggest risk is being tricked into handing over access or sending money. Learn the warning signs and follow our online banking tips.

Not necessarily. Criminals can fake ("spoof") caller ID numbers and text sender names. If anyone calls about your account and asks you to do something, hang up and call 159 or the number on your card.

Call your bank on 159 immediately. The code may have been used to approve a payment, add a new card to a phone wallet, or set up the banking app on another device. Your bank can block it. Our guide to passcodes, app approvals and screen sharing explains how these scams work.

Phone the company on a number you already have, from an earlier invoice, a letter or its own website, and ask them to read the sort code and account number back to you. Never use the phone number in the email you're checking, and never reply in the same email thread to ask. Genuine firms don't change bank details by email. Read paying an invoice safely and, for house purchases, protecting your deposit.

Your bank checked the name you typed against the name on the account. A close match is often a nickname or trading name, but read the name shown. A no match means the account belongs to someone else: stop and phone the person or company before paying. See what the Confirmation of Payee check means.

Recover your email account first, because it resets everything else: change the password, check recovery details and forwarding rules, and sign out other devices. Then tell your bank, warn your contacts not to send money or codes to messages from you, and turn on two-step verification everywhere. Step by step: hacked accounts: what to do.

No. It confirms your number or email is active. Forward scam texts to 7726, scam emails to report@phishing.gov.uk, then delete them.

It's better to use your mobile data. If you must use Wi-Fi, make sure it's the official network and use your bank's app rather than a browser. See protect your devices.

Don't send it back yourself. This is a common money mule and refund scam. Tell your bank and let it return the money through the proper process. Read about money mules.

No. We're an information website and provide general guidance only. We can't investigate, recover money or respond to individual cases. For your account, speak to your bank. To report a crime, use Report Fraud or your local police. For help with a complaint, the Financial Ombudsman Service and Citizens Advice are free.