Helping someone who has been scammed
If someone you care about has lost money to a scam, they may be feeling overwhelmed, embarrassed, or unsure what to do. Here’s how you can support them and help them pursue a refund.
Check if you can claim →Free, no-obligation eligibility check. Takes 5 minutes.
Immediate steps to take
Help them contact their bank immediately — the sooner the fraud is reported, the better the chances of recovering funds. Use the number on the back of their bank card, or dial 159 (the national anti-fraud hotline).
Help them report to Action Fraud (0300 123 2040 or actionfraud.police.uk) for a crime reference number. Preserve any evidence: screenshots of messages, emails, transaction records.
Emotional support first
Before diving into the practical steps, acknowledge what they’re going through. Fraud victims often feel shame, anger, and self-blame. Reassure them that sophisticated scams target people of all backgrounds and intelligence levels.
Avoid language that implies they should have known better. Focus on the criminals’ deception, not the victim’s trust.
How we can help
We handle the entire claims process so neither you nor the victim needs to navigate the complex regulatory framework alone. From the initial eligibility assessment through to bank complaint, FOS escalation, and resolution — we manage everything.
The victim can authorise us to act on their behalf, and we communicate with them (or you, with their consent) at every stage.
Key points
- Help them contact their bank and report to Action Fraud immediately
- Preserve all evidence: messages, emails, screenshots, bank statements
- Emotional support is as important as practical steps
- They may qualify for enhanced vulnerability protections
- Professional representation means they don’t have to face the bank alone
Common Questions
Helping someone who has been scammed FAQ
With their consent, yes. They can authorise us to act on their behalf, and we can communicate through you if that’s what they prefer. We’re experienced in supporting people who are distressed by their experience.
No. A bank rejection can be challenged. They have 6 months from the bank’s final response to escalate to the Financial Ombudsman. We can review the rejection and assess whether there are grounds to overturn it.
We operate on a no-win, no-fee basis under a Damages-Based Agreement. If your claim is unsuccessful, you pay nothing. If we recover funds for you, our fee is a percentage of the amount recovered. The exact percentage is clearly explained before you sign anything, as required by SRA regulations.
The PSR mandatory reimbursement scheme applies to payments made within 13 months. For older cases, the Financial Ombudsman can consider complaints up to 6 years from the event, or 3 years from when you became aware. We can assess your eligibility during the free initial review.
Helping someone who has been scammed?
We can help.
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