1
Stop further payments
Do not send more money to the person or platform to unlock a withdrawal, pay a new tax or release recovered funds. Be cautious of anyone who approaches you promising guaranteed recovery for another payment.
Think you have been scammed?
Here is what to do next
Start with the steps that may help limit further harm and preserve useful information. You can consider a recovery assessment after taking any urgent action.
Stop further payments and contact your bank now through verified details
Use its official app, the number on your card or its verified website, not contact details supplied by the person involved.
First steps
What to do, in order
2
Contact the bank or payment provider
Use its official app, the number on your card or a verified website, rather than contact details supplied by the person involved. You can also call 159, a Stop Scams UK service that connects you to participating banks. Explain what happened and ask about the payments, account security and possible reimbursement. If account or device access has been compromised, tell the provider and follow its security advice.
3
Report through the official route
In England, Wales and Northern Ireland, use Report Fraud for fraud and cybercrime reporting. In Scotland, contact Police Scotland on 101. If there is an emergency or immediate danger, call 999. Follow the official service’s guidance for a crime happening now. UndoFraud’s assessment form is not a police report.
4
Keep useful records
Save messages, website addresses, names used, payment confirmations, transaction history and bank responses. Keep an outline of dates and amounts. Do not send confidential documents to unknown people offering recovery services.
5
Understand the recovery options
A bank complaint, official crime report and managed recovery assessment serve different purposes. You can pursue the bank complaint and eligible Ombudsman route yourself. If you want to explore whether our managed service may help, start with the initial assessment questions.
Taken without permission, or tricked into paying?
Tell your bank which applies, because different rules cover each.
- Unauthorised payment: someone used your card, account or details without your permission. The FCA says the bank should normally refund this by the end of the next business day. It can refuse only in limited cases, for example if you acted fraudulently.
- Authorised push payment (APP) fraud: you were deceived into sending the money yourself, for example by bank transfer. Different reimbursement rules apply; see APP fraud reimbursement.
Time limits apply to both, so report as soon as you can.
Secure your accounts and devices
- Change the passwords for your email and online banking first, then any account that used the same password. A separate, strong password for your email matters most.
- Turn on 2-step verification wherever it is offered.
- If you let someone control your computer or phone, or installed an app they asked for, disconnect the device from the internet, tell your bank and have the device checked before you use it for banking again.
- If your email or social media was taken over, recover the account, sign out of other devices and check that forwarding rules and recovery details have not been changed.
Protect your identity
- Check your bank and card statements for payments you do not recognise, and report them straight away.
- Check your credit report with the UK credit reference agencies (Experian, Equifax and TransUnion) for applications or accounts you did not open.
- Victims’ details are often passed on to other criminals. For several months, be wary of anyone asking for passwords or bank details, even if they seem to know about your case.
Be wary of offers to recover your money
After a scam, some criminals contact victims offering to recover the money for an upfront fee or a “tax”. Genuine organisations do not ask for an upfront fee to recover money lost to fraud. Check any firm, including us, on the FCA’s Financial Services Register, and contact it using the details shown there rather than those the caller gives you.
Get support
Being scammed can affect more than your finances. In England and Wales, Victim Support offers free, confidential help on 08 08 16 89 111. In Scotland, contact Victim Support Scotland on 0800 160 1985. In Northern Ireland, contact Victim Support NI. You do not have to explain everything at once to ask for help.
Explore whether our managed service may help
A bank complaint, an official crime report and a managed recovery assessment serve different purposes. Once you have taken any urgent action, the initial questions check whether your situation may be suitable for assessment.The initial check is free. If your claim succeeds, Consumer Rights Solicitors charges 15-30% plus VAT of compensation awarded, equivalent to 18-36% including VAT at the current standard rate. The applicable fee and terms are explained before you instruct the firm. Our fees
Check whether we can helpYou can start without gathering every document. If your enquiry goes forward, payment records and other evidence will help with the assessment.
Simple process
Start with a clear next step
1
Answer the initial questions
Tell us what happened and how you paid so we can check whether further assessment may be appropriate.
2
Understand the outcome
Your enquiry may go to assessment, need specialist review, or receive guidance on another next step. Screening does not guarantee acceptance.
3
Prepare for the conversation
Where offered, you can add more information and payment records to help prepare for your assessment. This is optional and can be completed later.
Legal representation begins only if Consumer Rights Solicitors accepts the case and you agree to its terms.
Check whether we can helpFees
Understand the costs before deciding
Fees
The initial check is free. If your claim succeeds, Consumer Rights Solicitors charges 15-30% plus VAT of compensation awarded, equivalent to 18-36% including VAT at the current standard rate. The applicable fee and terms are explained before you instruct the firm. UndoFraud does not charge you for using its enquiry service and receives a referral fee from Consumer Rights Solicitors.
You have a choice
You can make a complaint to your bank or payment provider yourself. Where eligible, you can also ask the Financial Ombudsman Service to consider it for free. Using our managed service is optional.
Questions and answers
No. Reporting the crime and getting reimbursed are separate processes.
Keep the reference and contact the bank about the payments.
Visit the scam directory, or choose “Not sure” in the initial questions.
Understand the next step for your situation
Start with the initial questions so we can understand what happened and whether further assessment may be appropriate.
Check whether we can help