What are phone scams?
A phone scam is where fraudsters call you on the phone (known as ‘vishing’), or send you a text message (known as ‘smishing’), to try and trick you into giving them personal information, bank details or money. A common trick is to impersonate a trusted organisation, such as your bank, utility company or a major retailer.
Phone calls are particularly intrusive. A real person is harder to ignore than a letter, text or email, and they happen more frequently than doorstep scams. Once your phone number has got on to a target list, it might be shared with numerous other scammers.
Read about some of the most common phone scams.
How big is the problem?
Phone scams by text message (smishing) are on the rise, according to the latest figures published by Financial Fraud Action UK. In 2014, it found that 58% of people had received suspect calls, a steep rise from 41% in 2013. Nearly £24m was lost to phone scams in 2014, which was treble the amount in 2013. Recent research from the Financial Ombudsman Service shows that 80% of phone scam victims are over 55 years of age.
Things to watch out for
It might be a scam if:
- you’re asked to authorise the transfer of money to a new account
- you’ve never heard of the company or person before
- you’re asked to give your Pin or passwords in full (on the phone or via text) – your bank or the police will never ask you for this information
- the person says that they will send someone to your home to collect cash, bank cards or anything else
- you’re asked to reveal personal or banking information.
If you’re contacted by anyone asking you for personal details or passwords (such as for your bank account), you should take steps to check the true identity of the organisation. Ask the caller to verify their identity by asking them to give you details that only that company would know, such as details of your service contract or how much you pay per month.
If you still have concerns about the caller’s identity, you should hang up and call the company back, and preferably from a different phone.
Never disclose the following details:
- your four-digit card Pin number, not even to your bank or the police
- your full password or online banking codes
- your personal details, such as your address and date of birth, unless you’re sure who you are talking to.
Nuisance calls and taking action
It can be difficult to tell the difference between a nuisance call and a scam. Nuisance calls are unwanted calls from legitimate companies trying to sell you a product or service. If you tell them you’re not interested, they will often go away. But some salespeople can be very persistent, and will go to great lengths to convince you, or will keep calling back, which is annoying.
A reputable company shouldn't be pushy. Take time to think about your answer and don’t be pressurised into buying something you don’t want or need. If it's not something you're interested in, decline and ask them to remove your details from the company's database. If they won’t go away, hang up.
For more information, read the Which? Consumer Rights advice on how to stop nuisance calls.
How to take action against unwanted phone calls
You can’t stop unwanted phone calls completely, but you can reduce the risk by taking the following steps:
- Sign up to the Telephone Preference Service (TPS).
- Invest in a caller ID service from your phone provider, and only take calls from numbers that you recognise
- Consider buying a nuisance call blocker.
- Remove your details from the public phone directory.
- If you’re plagued by calls from the same number, report them to the Information Commissioner’s Office (ICO).
- If you receive silent/abandoned calls, report the problem to Ofcom.
- Sign up to the Which? campaign to stop nuisance calls and the Which? campaign to Safeguard us from scams.
If all else fails, hang up! If an unwanted call does get through and the caller won’t go away, don’t be afraid to put the phone down. You’re not being rude – they are!
What to do if you’re caught out by a phone scam
- Report the incident to Action Fraud. Remember that anyone can become a victim of a scam and reporting it could stop others falling victim to the same scam.
UK’s National Fraud reporting centre, monitoring and investigating cases of fraud. If you’ve been scammed or conned, let them know.
Report fraud by speaking directly to specialist fraud advisers. They will also be able to give you help and advice about fraud.
- If you’ve been tricked into giving your bank details to a scammer over the phone, report it to your bank immediately. It will take the necessary action to stop the scammers using your cards or gaining access to your account.
Our guide on common scams and how to identify them. Share it with relatives and friends to keep one step ahead.
If you're the victim of a scam, report it: you may help to prevent others being caught out.
Doorstep scammers will have a variety of tricks to scam you out of money. We explain how to spot a doorstep scam.