Been scammed? What to do right now

Act quickly, as speed gives you the best chance of stopping payments and getting money back. Being scammed is not your fault. Criminals are professionals, and it happens to careful, intelligent people every day.

1. Stop all contact and payments

   Don't send more money, don't share any more codes or passwords, and don't reply. Scammers often come back pretending to be the police or a "recovery" company offering to get your money back for a fee. That's a second scam.

2. Call your bank straight away

   Call 159 from a different phone if you can. 159 connects you securely to most major UK banks. Or use the number on the back of your card or in your banking app. Ask them to:

   • stop or recall any payments you made
   • freeze your cards and online banking if someone may have access
   • log a fraud claim. Ask for a reference number.

   Your bank should never ask for your full PIN or online banking password on this call.

3. Report it to the police

   In England, Wales and Northern Ireland, report to Report Fraud online or on 0300 123 2040. Report Fraud replaced Action Fraud in December 2025. In Scotland, call Police Scotland on 101. You'll get a crime reference number, which helps with your bank claim.

4. Secure your accounts and devices

   • Change the password on your email first, then your bank and any account that used the same password.
   • Turn on two-step verification where you can.
   • If you let anyone onto your computer or phone, or installed an app they asked for, uninstall it, run a security scan and tell your bank. See malware and remote access scams.

5. Protect your identity

   If you shared personal details like your date of birth, address or ID documents, consider Cifas Protective Registration (£30 for two years). It adds a warning to your name so lenders double-check applications. Check your credit report for applications you don't recognise.

6. Look after yourself

   Fraud can be upsetting and isolating. Talk to someone you trust. Victim Support offers free, confidential help on 08 08 16 89 111, whether or not you've reported to the police.

Report the scam message too

Reporting helps get scam websites and phone numbers shut down, even if you didn't lose money.

• Scam text messageForward to 7726Free on most UK networks
• Scam emailreport@phishing.gov.ukNational Cyber Security Centre
• Scam websiteReport to NCSCTakes a minute
• Scam phone callText 7726Send "Call" followed by the number

Can I get my money back?

Often, yes. What applies depends on how the money left your account.

You were tricked into sending a bank transfer

This is called an authorised push payment (APP) scam. For transfers between UK accounts made by Faster Payments or CHAPS on or after 7 October 2024, banks must normally refund you up to £85,000, as long as you report it within 13 months of the last payment.

• Your bank should usually decide within 5 working days, though it can take longer if it needs more information.
• Your bank may deduct an excess of up to £100. It can't do this if you're considered vulnerable.
• The bank can refuse if it believes you were "grossly negligent", for example by ignoring clear, specific warnings, or if you were part of the fraud.
• Card payments, cash, cryptocurrency transfers from an exchange and payments to overseas accounts aren't covered by this scheme. Ask your bank anyway, as other protections may help.

Money was taken without your permission

If someone used your card or account without your authorisation, your bank must normally refund you promptly. The exceptions are if you acted fraudulently or with gross negligence, such as writing your PIN on your card. Tell your bank as soon as you notice, and within 13 months at the latest.

You paid by card

Ask your card provider about a chargeback for debit or credit cards. If you paid by credit card for something costing over £100 and up to £30,000, you may also have a claim under Section 75 of the Consumer Credit Act.

If your bank says no

Make a formal complaint to your bank. If you're unhappy with its final answer, or it hasn't replied within 8 weeks, you can go to the Financial Ombudsman Service for free on 0800 023 4567. You never need to pay a claims company.

More help

Bank Safe Online is an information website only. We can't investigate, recover money or deal with your case, so always go to your bank and the police first. Our Where to get help page lists trusted organisations for every situation: identity theft, debt after a scam, emotional support, financial abuse and help for older people.

Last reviewed: October 2026