You’ve been scammed — here’s what to do now

Will I get my money back?

Often, you can — especially if you act fast. Since October 2024, rules on authorised push-payment scams mean banks must reimburse eligible victims of bank-transfer scams, up to £85,000. Report it to your bank straight away and ask exactly how their process works. For independent help, Citizens Advice (consumer helpline 0808 223 1133) and Which? have clear, free guidance.

In the first week

• Check your bank and card statements for anything you don’t recognise.
• Get a free credit report to spot accounts opened in your name.
• Consider CIFAS Protective Registration if you think your identity is at risk.
• Warn family and friends — scammers often target your contacts next.
• Forward scam texts to 7726 and scam emails to report@phishing.gov.uk.

How we help afterwards

If your bank has asked for evidence that the computer has been checked — many do, after a remote-access or malware scam, before they restore online banking or settle a claim — that is a service we offer: a remote check, a clean-up, and a plain-English written report you can send them. See scam recovery: clean-up and a report for your bank.

Which scam was it? The page for yours

• Someone took control of my computer — the ‘Microsoft’, ‘BT’ or refund call that ended with remote access.
• A threatening email says I’ve been hacked and demands Bitcoin — the current template, line by line, and why it is bluff.
• A pop-up says my computer is infected and to call a number — how to close it safely.
• A website told me to press Windows + R and paste something — the fake ‘I’m not a robot’ check, and what to change first.
• I think an account or my computer has been hacked — the signs, and what to lock down first.
• I clicked a link or typed a password into a fake page — phishing, and the passwords to change first.
• It happened to my mum or dad — how to help without taking over.
• My bank wants proof the computer has been checked — our clean-up and written report.

If a scammer had access to your computer, follow our dedicated step-by-step guide: I gave a scammer remote access — what to do now. We’ll check the computer over on a secure remote session — remove anything they left, secure your accounts and set up two-factor authentication so it can’t happen again. Remember: we always phone you before we connect, and a genuine technician never cold-calls demanding access. Test yourself anytime with our Spot the Scam quiz — and if you’re reading this because you’re worried about a parent, we have a guide for that too.