How to avoid telephone scams

Scammers telephone their intended victims, pretending to be reputable companies asking for information.

Sometimes it’s hard to tell the difference between a scam and cold calling but do be aware of the possibility of scammers. The people behind the scams can mimic official telephone numbers such as those of banks and utility companies – so it seems as if they are official. If they know your name, address, bank, or utility company, it doesn’t mean they are legitimate.

• Bank scams: You may receive a call from someone who says they are from your bank about fraudulent use of your bank account or bank cards. They may ask you for your PIN. They may tell you that there is a corrupt member of staff in your bank, and they need your help to identify the person. They may even ask you to transfer all your funds into a safe account because your account has been taken over.
• Undercover police scams: the caller may say they are undercover police who are investigating something that has happened – perhaps criminal activity on your bank account or around your property. Even more worrying, the scammer may say that your grandchild is in trouble. The police never ask people to take part in such investigations.
• Computer or mobile phone scams: the caller will tell you that your device – whether that be a computer, an iPad or a mobile, has a virus and that you need to download software to fix it. This is spyware that reads your online information and gives scammers access to all your personal details. The other common scam is that they ask you to let them into your computer so they can ‘fix’ it – and by following their instructions you give them remote access.
• HMRC scams: these are growing more common. Someone who says they are from the tax office calls you and says there’s an issue with your tax or that you are due a refund. They may leave a message and ask you to call back. HMRC would never get in touch this way and would not ask you to provide personal financial details.
• Council tax scams: The caller will claim to be from the council wanting to give you a council tax rebate. The council do not call about rebates in this way.
• Compensation calls: There are so many calls asking about a car accident that you’ve had and telling you that you could be entitled to compensation. If you have had an accident, your insurance company will deal with everything.
• Text with links: You may receive a text saying you need to track a parcel or to fix a problem with an account which gives you a link to a website. You’ll then log into the fake website and scammers access your information.
• Pension offers: If you get a cold call or text from a strange number offering products such as pension or financial management services, please be very wary. Pension cold-calling has been banned by the government, which means if you are contacted unexpectedly, it will always be a scammer.

How to protect yourself from telephone scams

• Reject cold calls. Sign up for a call blocking service – it might not stop all scams, but it will stop cold callers.
• Always ask for the name of the person you are speaking to and the company they work for. Check this information by calling the company’s office on a different phone line – or again after more than 20 minutes in case the line is left open.
• Never give out your personal details, full credit or debit card details or any online details unless you made the call yourself and the number you phoned came from a trusted source.
• Never assume the caller is who they say they are just because their telephone number seems familiar. Scammers can clone telephone numbers.
• Don’t respond to text messages or missed calls that come from numbers you don’t recognise.

How to report telephone scams

Report fraud and scams to Action Fraud. If you report a scam, it gives the police information that can be used to warn other people. Action Fraud is the UK’s national fraud and internet crime reporting unit. The telephone number is 0300 123 2040 and you can contact them online on www.actionfraud.police.uk.

What pension scams should I be aware of? 

This type of scam often includes attractive offers that aim to persuade you to transfer your pension pot or to release funds from your pension.

Be wary of any scheme offering to help you release cash – this could be described as ‘a pension loan’ or ‘pension liberation’ – allowing you to borrow money from your pension fund.

If you take up the offer, your pension funds will be transferred into a scheme set up by the scammer, usually based abroad, and you may be ‘loaned’ an amount – often half your pension with the company taking a fee of as much as 30%.

You could also face a tax bill of 55% on what you withdraw, even if you put the money back in your pension or have paid fees or charges to the company involved...  Once you’ve invested your money in the scam, it may simply be stolen, or a small amount will be invested in high-risk products or properties such as overseas developments.

How to avoid pension scams

If you have been contacted unexpectedly and offered a free pension review, it could be a scam.

Professional advice on pensions is not free.  Some scammers may even say they are acting on behalf of the FCA or another financial organisation.

• If they call you hang up.
• If you get offers by email or text, ignore them.

Reporting pension scams

If you are worried about a potential scam or may have been scammed, contact the FCA on 0800 111 6768 or use the online contact form at www.fca.org.uk.

What are digital switchover scams?

The UK’s telephone network is changing. By 2027, most telephone providers will be moving their customers from analogue landlines to new upgraded landline services using digital technology.

The reason for this is to provide a future-proof, more reliable broadband service that will support the UK in the coming years. Services that rely on the old landline system such as home phones and healthcare devices will be switched over.

This switchover is giving fraudsters an opportunity to scam vulnerable people, tricking them into providing personal information including bank account details and passwords.

Around 1.8 million people use healthcare devices, and the reports of scams are set to increase as the January 2027 switchover date approaches. It is important to be aware of callers who say they are working with the NHS and say that you will be disconnected unless they handover their personal details such as bank details. Scammers are using emails, text message and telephone calls to solicit these details. The deadline date has changed on several occasions over the past few months, so we recommend always checking in with reputable sources to see the latest deadline, should it move again, including the BBC, or official government websites - not cold callers. 

How to avoid Digital Switchover Scams

• Be wary of unsolicited calls or messages about the digital switchover.
• Never give out financial or personal details to anyone contacting you about the switchover.
• If you use healthcare devices, such as fall pendants connected to the phone lines, you may need new devices when switched to a digital landline but contact your device manufacturer or supplier for advice.
• Remember that the digital switchover is completely free of charge and the council, social care providers and telephone providers will never ask for personal or financial information.
• Apply for a free call block device that prevents unsolicited calls – these devices are future-proofed for digital switchover and officers can install and demonstrate how they work. To apply contact your local Trading Standards office or call Citizens advice on 0808 223 1133.

How to report Digital Switchover Scams

• Contact Action Fraud (numbers provided below)
• Contact Trading Standards

Have you been affected by a scam? Here’s what you should do next…

If you're from Oxfordshire and have been affected by scams and would like to discuss a one-to-one visit with Age UK Oxfordshire, or would like to organise a group talk to raise awareness of scams please get in touch by emailing scamsupport@ageukoxfordshire.org.uk or call 0345 450 1276.

You are also able to find information about your local Age UK Office here, who will be happy to support you.

Age UK also run their “Age UK Advice Line” on 0800 678 1602, a general telephone line with operatives who will be able to give you advice, and direct you towards resources to help you. The line is open 8am to 7pm every day of the year.

How can I get in touch with Action Fraud? 

Action Fraud is the UK’s national fraud and internet crime reporting unit. The telephone number is 0300 123 2040 and you can contact them online on www.actionfraud.police.uk.