Banking fraud calls
Fraudsters posing as your bank are behind some of the largest individual financial losses in the UK. If you receive an unexpected call claiming to be from your bank, follow these steps.
If you think you may be on a scam call right now, hang up and dial 159. This connects you directly to your bank's fraud team and cannot be spoofed.
Your bank will never do these things
- ✗Ask you to transfer money to a "safe account" to protect it from fraud
- ✗Send a courier to collect your bank card or cash
- ✗Ask for your full PIN or online banking password
- ✗Ask for a one-time passcode to cancel a transaction you didn't make
- ✗Tell you to keep the call secret from family or friends
- ✗Ask you to install software so they can access your computer remotely
Dial 159: the banking fraud hotline
159 is the UK's dedicated banking fraud hotline, operated by Stop Scams UK. Dialling 159 connects you directly to your bank's fraud team. It works with all major UK banks including Barclays, HSBC, Lloyds, NatWest, Nationwide, Santander and many more.
It is safe to use even if you think a fraudster may have kept your line open. 159 is routed differently and cannot be intercepted by scammers. If you are suspicious about a call claiming to be from your bank, hang up and dial 159 immediately.
How banking fraud calls work
Authorised push payment (APP) fraud
This is the most costly variant. The caller convinces you there is fraud on your account and that you must transfer your money to a "safe account" they control. Because you authorise the transfer yourself, banks historically found this harder to reimburse, but mandatory reimbursement rules changed in October 2024.
Card fraud impersonation
The caller claims to be from your bank's fraud team and says a suspicious transaction has been made. They ask you to confirm your card details or PIN to "verify your identity", and they are recording this information.
OTP interception
The caller says they are processing a refund or reversal but need the one-time passcode (OTP) that your bank sent to your phone to "confirm the transaction". This code is actually authorising a payment to the fraudster.
Number spoofing
Scammers can make your phone display your bank's genuine number. A call appearing to be from 0800 123 4567 does not mean it actually is. Always verify by calling back on a number you look up independently.
Getting your money back: October 2024 rules
From October 2024, the Payment Systems Regulator (PSR) requires UK banks and payment providers to reimburse victims of authorised push payment (APP) fraud up to a maximum of £85,000. Both the sending bank and the receiving bank share liability. Banks must make a decision within 5 business days.
If your bank refuses to reimburse you and you believe their decision is wrong, you can escalate to the Financial Ombudsman Service, which is free and independent.
What to do if you have been targeted
- 1.Hang up immediately if something feels wrong.
- 2.Dial 159 or call the number on the back of your card from a different phone.
- 3.Tell your bank what happened. Ask them to freeze the account and reverse any transfers if possible.
- 4.Report to Action Fraud at reportfraud.police.uk or 0300 123 2040.
- 5.Report the number here on WhoIsCalling to warn other people.