Think you've been scammed? What to do next, step by step (UK)

If you are reading this because something has just happened, take a breath. Being scammed is not a sign of foolishness. Modern scams, including those using AI-cloned voices and deepfake videos, are designed by professionals to catch careful, intelligent people off guard.

What matters now is acting quickly and in the right order. This guide sets out the steps. If you want to learn how AI voice scams work in the first place, see our guide to voice-clone scams.

Step 1: Stop all contact and payments

• Hang up the call, stop replying to messages and don't click any more links.
• Don't make any further payments, even if you are told it will "unlock" a refund or "fix" the problem. Scammers often come back with a second story.
• If anyone has remote access to your computer, disconnect it from the internet (turn off Wi-Fi or unplug the cable).

Step 2: Call your bank straight away

Speed really matters. The sooner your bank knows, the better the chance of stopping or recovering a payment.

• Call 159. This is a free, memorable number run by Stop Scams UK that connects you securely to many major UK banks and building societies. It works from most UK mobile and landline networks.
• Alternatively, call the number on the back of your bank card.
• Use a different phone if you can, or wait a few minutes before calling. Some scammers stay on the line after you hang up a landline so they can pretend to be your bank.

Tell the bank what happened, what you paid and when. Ask them to freeze your accounts or cards if needed.

Will I get my money back?

If you were tricked into sending a bank transfer (known as authorised push payment or APP fraud), UK rules introduced by the Payment Systems Regulator in October 2024 mean most victims of APP scams made through Faster Payments or CHAPS should be reimbursed, up to £85,000 per claim. Claims should normally be made within 13 months of the last payment. There are exceptions, for example if a bank can show "gross negligence", but the bar for this is high.

For card payments, ask your bank about a chargeback or a claim under Section 75 of the Consumer Credit Act (for credit card purchases between £100 and £30,000).

If you are unhappy with your bank's response, you can take your complaint to the Financial Ombudsman Service, which is free.

Step 3: Report it to Report Fraud

Report Fraud is the UK's national reporting service for fraud and cybercrime. It replaced Action Fraud on 4 December 2025 and covers England, Wales and Northern Ireland.

• Online: reportfraud.police.uk
• Phone: 0300 123 2040

Reporting matters even if you didn't lose money. Your report helps police spot patterns and link cases together. You will usually get a crime reference number, which your bank or insurer may ask for.

In Scotland, report fraud to Police Scotland by calling 101.

If you are in immediate danger, or a crime is happening right now, call 999.

Step 4: Secure your accounts

If you shared any passwords, codes or personal details:

• change the password on the affected account, and on any other account that used the same password
• turn on two-step verification wherever possible
• check your email settings for forwarding rules you didn't set up. Scammers sometimes add these to keep watching your messages
• if you installed any software at a scammer's request, have the device checked or reset. The National Cyber Security Centre (NCSC) has guidance on recovering a hacked account or device

Step 5: Protect your identity

If you gave away personal information such as your date of birth, address, passport or National Insurance number:

• consider registering for Cifas Protective Registration, a paid service that adds extra checks when someone applies for credit in your name
• check your credit report with one of the UK credit reference agencies (Experian, Equifax or TransUnion). Free versions are available
• tell your bank, and the organisations whose details were shared, so they can watch for misuse

Step 6: Report the scam message itself

Even if you weren't caught out, reporting scam messages helps get them taken down.

• Scam texts: forward them free to 7726 (spells "SPAM" on a keypad).
• Scam emails: forward them to report@phishing.gov.uk, run by the NCSC.
• Scam websites: report them to the NCSC through its website.
• Scam adverts: report them to the Advertising Standards Authority and to the platform where you saw them.

If an AI voice or video was involved

AI voice-cloning and deepfake scams follow the same steps above. A few extra things are worth doing:

• Contact the real person using a number you already have, to confirm they are safe and to let them know their voice or image is being misused.
• Save evidence: note the phone number, time and what was said. Keep voicemails, screenshots and messages. Don't delete anything before you have reported it.
• Agree a family safe word for the future: a word or phrase only your family knows, to ask for in any urgent call asking for money. This is widely recommended by UK banks and fraud-prevention bodies.

Look after yourself

Being scammed can be upsetting and embarrassing, and those feelings are normal. You don't have to deal with it alone.

• Victim Support offers free, confidential help to anyone affected by crime in England and Wales, whether or not it was reported to the police. Similar services exist in Scotland and Northern Ireland.
• Citizens Advice can help you understand your options, including getting money back.
• Age UK offers advice and support for older people affected by scams.

Talking to friends or family about it also helps others, because it makes it a little less likely the same trick will work on them.

A quick checklist

1. Stop contact and payments.
2. Call your bank on 159.
3. Report to Report Fraud: reportfraud.police.uk or 0300 123 2040.
4. Change passwords and turn on two-step verification.
5. Protect your identity if personal details were shared.
6. Forward scam texts to 7726 and emails to report@phishing.gov.uk.
7. Get support if you need it.

Building confidence for the future

Most scams rely on urgency and surprise. The best protection is knowing the warning signs before the call comes, so you can pause and check.

Our AI Basics course includes clear, practical lessons on spotting AI-powered scams, fake voices and fake videos, with visual examples and short knowledge checks. Learn more about AI Basics. You can also download our free scam checklist from the Safety Hub.

Sources

• Report Fraud (replaced Action Fraud): https://www.reportfraud.police.uk
• Stop Scams UK, 159: https://stopscamsuk.org.uk/159
• Payment Systems Regulator, APP scams reimbursement: https://www.psr.org.uk/our-work/app-scams/
• PSR, PS25/5 consolidated policy statement (£85,000 limit, 13-month claim window): https://www.psr.org.uk/media/rhelv4op/ps25-5-app-scams-reimbursement-consolidated-policy-statement-may-2025.pdf
• Financial Ombudsman Service: https://www.financial-ombudsman.org.uk
• Citizens Advice, Getting your money back if you paid by card or PayPal: https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/getting-your-money-back-if-you-paid-by-card-or-paypal/
• NCSC, Report a scam: https://www.ncsc.gov.uk/collection/phishing-scams
• NCSC, Recovering a hacked account: https://www.ncsc.gov.uk/guidance/recovering-a-hacked-account
• Ofcom, Report scam texts to 7726: https://www.ofcom.org.uk/phones-and-broadband/scam-calls-and-messages
• Cifas Protective Registration: https://www.cifas.org.uk/pr
• Report Fraud, "Report Fraud service goes live" (4 Dec 2025; also confirms Scotland uses Police Scotland on 101): https://www.reportfraud.police.uk/news/report-fraud-service-goes-live/
• Victim Support: https://www.victimsupport.org.uk
• Age UK, Scams: https://www.ageuk.org.uk/information-advice/money-legal/scams-fraud/