Report a Fraudulent Call or Email

If you receive a call or email which you believe to be fraudulent, you should call us as soon as possible after the incident has occurred on 0333 320 4020.

Our team will ask you a series of questions in relation to the incident. This is so we can capture as much information as possible, which helps us gather intelligence, so we can investigate further. If you can provide answers to the following, it will help us to gather more accurate information during the call.

The following questions help us to build a picture of the scammers’ methods and behaviour. This helps us advise other customers what to look out for, as well as gather intelligence about these criminals.

• • Any other relevant details, e.g. accents; whether the caller was a native English speaker; the duration of the conversation.
• • Any details about the beneficiary, e.g. recipient name; account number; sort code; bank name.
• • Do you think they took any money from your bank account?
• • Did you provide your bank account details to the fraudster?
• • If you did, did they download any software?
• • Did you allow the fraudsters remote access to your computer?
• • What telephone number did they call you from? (If you didn’t catch this at the time, please try dialling 1471 to see the last number who called.) What email address did you receive the email from?
• • How were you contacted? (Call/email)
• • What job references/ticket numbers were quoted?
• • Which company did they claim to be representing?
  • What did they claim was the purpose of the call/email?
• • What did the fraudster give their name as?

If you didn’t manage to capture many details, you should still call us.

If you don’t have this information, please don’t worry. You should still give us a call and we will run through the details of the incident with you.

Action Fraud

Our team will also advise you to contact Action Fraud to report details of the incident on 0300 123 2040 or online at www.actionfraud.police.uk. This is an organisation linked to the police who gather intelligence on all reported incidents of fraud. They provide excellent advice and we do recommend you speak to them.

If Fraudsters Gained Remote Access

If the fraudsters have gained access onto your PC, you may want to consider taking the PC to a local computer shop to remove any malicious software, and give it a health check following the incident. If you are unsure, we would advise seeking advice locally.

Your Bank

If bank details have been accessed, money has been taken or if you are unsure about both of these points, we also recommend speaking to your bank for their advice on protecting your account based on your unique circumstances.

Premium Rate Numbers

If you’ve been duped into calling or sending a text message to a premium rate number, you can complain to Phonepay Plus. This organisation polices companies that use premium rate numbers; it can fine companies and may be able to aid you with obtaining a refund (see www.phonepayplus.org.uk for more information).

Telephone features from Fleur to help you avoid scams

• Caller Display: We recommend buying a telephone handset which has a screen for caller display. You can then call us on 0333 320 4020 and ask us to add Caller Display on your account. This is a free service that enables you to see the number calling so you can choose whether or not to answer.

• Choose to Refuse: This option enables you to put a stop to nuisance or unwanted calls by stopping them from getting through to you. Choose to Refuse allows you to block up to 10 numbers and is free if you have received a fraudulent call which you have reported to us

• Anonymous Caller Reject: If a caller withholds their number so you can’t tell what number they called from, they won’t be able to get through to you. The only way they’ll get through is if they reveal their number. This feature costs 82p/month.

• Call Barring: This feature allows you to bar incoming calls you receive on your phone, as well as certain outgoing calls, if needed for 82p/month.