Living Well at Home UKClear, practical guidance for later life
Practical guide

By Does Your Duck Quack

Protecting yourself from telephone scams

Telephone scams: recognise pressure, end the call, use 159 to contact your bank and forward scam texts to 7726 for investigation.

Checked: 2 October 2026 · Next review: 2 April 2027 · Applies to: UK, with nation notes
How this guide was prepared

Purpose: urgent guidance · Level: start here

Checked by: Does Your Duck Quack. Sources are linked below; seek professional advice for individual circumstances.

The short answer

What to do first

Telephone scams: recognise pressure, end the call, use 159 to contact your bank and forward scam texts to 7726 for investigation.

Start here: Treat urgency, secrecy, threats, unusual payment requests, requests to move money to a “safe” account and requests for one-time passcodes as warning signs. A caller may know real details or sound convincing; that does not prove they are genuine. Never share a PIN, full password or security code because someone called you. If an organisation needs information, end the call and contact it through a number on a card, statement or website you reach independently. A genuine caller should accept that you want to check.

Do not wait: If you have transferred money or disclosed banking security details, contact your bank immediately using a trusted number.

Visual guides

See the decision at a glance

Scam-call warnings
  1. Pressure or secrecyEnd the call if someone demands immediate action or tells you not to speak to family, the bank or police.
  2. Codes, money or accessNever reveal a PIN or one-time code, move money to a “safe account”, or install remote-access software.
  3. Verify independentlyUse a trusted number from a card, statement or official website, preferably on another phone.

Scope of this guide

This guide helps you understand the options and questions to ask. It is not personal medical, legal or financial advice. Check the official sources for your nation and seek qualified help for high-stakes decisions.

If someone may be in immediate danger

Call 999 for a life-threatening emergency. For an urgent problem that is not clearly life-threatening, use the official NHS urgent-care route for the UK nation you are in. Have the address, symptoms, onset time, medicines and allergies ready.

Who this guide is for

Anyone who uses a landline or mobile phone, and relatives helping without taking over.

Scam calls and texts are designed to make a person act before they have time to think. They may imitate a bank, government office, delivery service or someone familiar, and a displayed number or name can be faked. Being targeted is not a failure of judgement. A calm pause, a safe way to end contact and a known route to the organisation can reduce pressure. If money or personal information has already been shared, act promptly and ask for support without blame.

What to do now

1. Recognise pressure and unexpected requests

Treat urgency, secrecy, threats, unusual payment requests, requests to move money to a “safe” account and requests for one-time passcodes as warning signs. A caller may know real details or sound convincing; that does not prove they are genuine. Never share a PIN, full password or security code because someone called you. If an organisation needs information, end the call and contact it through a number on a card, statement or website you reach independently. A genuine caller should accept that you want to check.

2. End the call and create a pause

You can say you will call back, then hang up. Do not use a number the caller gives you or rely on caller ID. If unsure whether the call has ended, use a different phone or wait before calling your bank. Ask a trusted person to sit with you while you check. A legitimate organisation should allow time to verify a request; pressure to keep the line open or prevent you from speaking to anyone is a reason to stop. You do not owe an unexpected caller a conversation.

3. Contact your bank safely using 159

If a caller claims to be from your bank, use 159 to reach participating banks through a safer route, or call the number printed on your card. Say what happened and ask whether the account or card needs protection. If you have sent money, contact the bank immediately and request its fraud team. Do not transfer funds to an account because a caller says it is safer. Keep messages and transaction details, but do not delay the bank call to gather every document. Tell the bank if you shared a code or allowed device access.

4. Report calls and forward scam texts

Use Report Fraud consistently to report fraud or suspicious activity in England, Wales and Northern Ireland, following its current online instructions. In Scotland, report to Police Scotland on 101. For a suspicious mobile call, Report Fraud says you can text “Call” followed by the phone number to 7726; forward scam texts to 7726. Your mobile network can use the report to investigate and block abuse. Reporting supports a response but does not replace contacting your bank when money is at risk. Keep a copy of a message if it is safe.

5. Secure accounts and devices after a scam

Change passwords from a trusted device if you disclosed them, starting with email and banking, and use a unique password for each important account. Ask the bank whether cards, online access or direct debits should be changed. If you installed software or gave remote access, disconnect the device from the internet and get help from a trusted person or established support service. Do not call a number in a pop-up or pay someone who contacts you unexpectedly to “recover” money. Tell the bank if email may have been accessed, since it can reset other accounts.

6. Make a plan that preserves independence

Agree a simple household rule with anyone who helps: no money movement or disclosure during an incoming call; pause and call back using a verified route. Decide whether a call-blocking feature, voicemail-first routine or trusted contact would help, and check accessibility before switching anything on. Ask consent before taking over someone’s phone or finances. If a person has lost money, contact their bank and Report Fraud promptly, then consider emotional support; embarrassment should never be a barrier to reporting. Revisit the plan together so support remains wanted and proportionate.

Warning signs and checks

Common questions

What number should I call if a caller says they are from my bank?

End the incoming call and use 159 to reach participating banks, or call the number printed on your bank card. Do not use a number the caller gives you or transfer money to a “safe” account. If you are uncertain whether the call has ended, use another phone or wait before calling. Tell the bank what was said and whether you shared details, approved a payment or installed software.

How do I forward a scam text to 7726?

Forward the suspicious message to 7726, the short code used by mobile networks to receive reports. For a suspicious call, Report Fraud guidance says to text “Call” followed by the number to 7726. Do not click links or reply. If the message claims money or an account is at risk, contact the organisation through a route you find independently.

Should I report a scam to Report Fraud or the police?

Use Report Fraud for fraud or suspicious activity in England, Wales and Northern Ireland, following its current guidance. In Scotland, report to Police Scotland on 101. If a crime is happening now or someone is in immediate danger, call 999. Contact your bank separately and immediately if you sent money, shared banking details or approved a transaction; reporting does not freeze an account.

Can scammers fake a phone number or caller name?

Yes. A number or displayed organisation name is not reliable proof of identity. Scammers can make a call appear to come from a bank or public body. Do not trust a request because the number looks familiar. Hang up and find contact details independently, ideally from a card or a website address you type yourself. Never reveal security codes or allow remote access because of an unsolicited call.

What should I do if I have already sent money?

Call your bank immediately using 159 or the number on your card and ask for its fraud team. Give the payment details and explain whether you shared passwords, codes or device access. Then report through Report Fraud in England, Wales or Northern Ireland, or Police Scotland on 101. Save texts and call details if safe, change exposed passwords from a trusted device and be wary of anyone promising to recover the money for a fee.

Differences across the UK

Report Fraud handles reports in England, Wales and Northern Ireland. In Scotland, report fraud to Police Scotland on 101; the bank should still be contacted immediately if money or payment details are involved. The 159 bank contact service and 7726 mobile reporting route are UK-wide, though handling can depend on the network or bank. For an immediate threat or crime in progress, use 999. Local police and consumer-advice routes may provide additional support, but do not delay contacting the bank.

When to get urgent help

If you have transferred money or disclosed banking security details, contact your bank immediately using a trusted number.

Primary sources

The publisher checked this guide against the 8 official sources below. This is an editorial source check, not approval by a clinician, lawyer or benefits adviser.

Editorial note: By Does Your Duck Quack.