FAQs

Report Fraud may, in some circumstances, make outbound or return calls to individuals in connection with an existing report. These calls can follow:

• a disconnected call
• a request for a callback
• ongoing contact about a fraud report

Telephone numbers used for outbound calls may not always be publicly listed.

Important – Do not rely on caller ID

Telephone numbers can be spoofed, meaning a caller can make it appear as though they are calling from a genuine or trusted number.

For this reason:

• A number appearing to belong to Report Fraud does not guarantee the call is genuine
• We do not advise relying on the displayed number as proof of identity

How to protect yourself

If you receive a call claiming to be from Report Fraud and you are unsure:

• Do not share personal or financial information
• End the call
• Contact Report Fraud using the official details available on gov.uk
• Quote your reference number if you have one

This is the safest way to confirm you are speaking to a legitimate representative.

How we will contact you

When we contact you:

• We will already have context relating to a report you have made
• We will not ask for sensitive information unexpectedly
• We understand and support your decision to independently verify a call

Reporting concerns

If you believe you have received a suspicious call:

• Report it via the official Report Fraud service
• Include the telephone number and details of the interaction

This helps us identify misuse of telephone numbers and protect others.

We encourage all members of the public to remain cautious. Taking a moment to verify a call protects you and supports wider efforts to tackle fraud.

You cannot access reports made in the old reporting tool in the new reporting hub. Please contact us by calling 0300 123 2040 if you want to make any changes to your report. Our team will assist you with any problems you have with your reports.

No , you will have to register in the new hub with your existing email address used for the previous reporting tool. You will be able to set a new password during this process to access the new reporting hub.

If you no longer remember the email address linked to your old account or previous reports, please create a new account with a different email address for the new reporting hub

Use the password reset option on the login page. If you are still unable to access your account, contact us using our online enquiry form. We’ll make sure you can get back into your account safely.  

Some details, such as your name, email, phone number and date of birth, will move across to the new system. Please check your profile when you log in and update any missing information. You stay in control and you can review and update your details at any time. 

No. Reports submitted before the launch of the new hub will not be visible in your account. Please be assured, your reports are still recorded and held securely - they just won’t show in the new system. You will continue to receive progress notifications via email if you selected email as your preferred channel in our previous reporting tool.

Unfortunately, you will not be able to see previous reports in the new reporting hub. Updates for reports that have been previously submitted will still be sent to you by email or post. You can also get in touch with our contact centre if you need more information. You’ll still get the same updates as before, just not through the hub. 

Report Fraud is the UK national reporting service for cyber crime and fraud where you should report fraud if you have been scammed, defrauded or experience cyber crime in England, Wales and Northern Ireland. Please Note: Police Scotland have not signed up to the Report Fraud process. If you are in Scotland please report to Police Scotland directly on 101.

Report Fraud is proud to work alongside SignVideo to assist with reporting for deaf or hard of hearing people who use British Sign Language (BSL). SignVideo is the UK’s leading British Sign Language video interpreting service and offers a specialist state-of-the art video contact centre staffed by fully qualified and registered British Sign Language interpreters and Irish Sign Language interpreters available on demand.

If you are deaf or hard of hearing, please follow the instructions below in order to access Report Fraud via the SignVideo App.

How do I use the SignVideo App?

In order to use the service, you will need to download the SignVideo app on your mobile device. When you open the app, you will see the SignDirectory. Scroll down the SignDirectory and look for 'Report Fraud'. Click on the button for 'Report Fraud' and a SignVideo interpreter will appear on your screen to interpret your conversation. Please see signvideo.co.uk/download for more information.

What do I need to use SignVideo?

To use SignVideo, you will need three things as minimum requirements:

1. Device: They can be the following:

• iOS app
• Android app
• SignVideo Web

2. Webcam: They can be plugged in or built in.

3. Good internet connection: For the best experience with SignVideo, we advise having a minimum 2mbps upload and download internet speed. Your internet connection can be
   any of the following:

• 3G,4G,5G mobile network
• Plugged in Broadband/ethernet
• WiFi

What do I need to use SignVideo?

To resolve any issues you may have, please check out the SignVideo page

To receive help and support, please get in touch with the SignVideo Customer Services. You can contact SignVideo in BSL via https://signvideo.co.uk/contact/. Alternatively, email the technical support team directly: [email protected]

If you do not receive the confirmation email within a few minutes of signing up, please check your spam or junk e-mail folder just in case the confirmation email got delivered there instead of your inbox. If you have your email set up to automatically delete spam, you may also wish to check your deleted folder. If the email still cannot be located please call us on 0300 123 2040.

You may be concerned that suspected fraudulent activity may be connected to funding terrorist activity.

Like other criminals, terrorists need to plan. They sometimes need access to funds to help them.

Some examples of suspicious activity could include:

• Carrying out suspicious or unusual bank transactions
• Holding passports or other documents in different names, for no obvious reasons

When attacks have happened in the past, people have said that they suspected something was wrong, but worried they may waste police time by coming forward. Or that they might get someone into trouble.

You are not wasting our time, and no call or click will be ignored. What you tell us is treated in the strictest confidence and is thoroughly researched by experienced officers before, and if, any police action is taken.

If you see or hear something unusual or suspicious trust your instincts and ACT – Action Counters Terrorism.

Report your concerns to Report Fraud, or visit gov.uk/ACT to make an online report.

If you have been affected by crime, Victim Support can give you the help you need to move forward. Their services are free, confidential and available to anyone in England and Wales, regardless of whether the crime has been reported or how long ago it happened.

If English is not your first language we run a service in your language. For further information please visit our local languages page.

Report Fraud Victim Services is a team of specialist advocates working within the City of London Police that supports vulnerable people who have been a victim of cyber crime and fraud, with the aim being to make them feel safer and reduce the possibility of them becoming a repeat victim.

The Victims’ Right to Review (VRR) scheme applies only to certain policing and prosecution decisions. Report Fraud cases will not normally be eligible for a VRR because they often involve reports where no suspect has been identified or interviewed, or where there is insufficient evidential opportunity to progress to a full criminal investigation.

In line with the City of London Police VRR policy, will only apply to cases in which a suspect has been identified and interviewed under caution, either following an arrest or by voluntary arrangement. However, this can be extended to suspects not interviewed in certain circumstances. The decision to review a case should lie with the force decision maker. However, it should not extend to cases where a suspect has not been interviewed due to lack of evidence, for cases that are filed without an identified suspect, are concluded through an out-of-court disposal, or where the victim does not support further investigation. For this reason, decisions relating to most Report Fraud cases do not fall within the scope of the VRR scheme.

Where a Report Fraud case is disseminated to a local police force for investigation, any request under the Victims’ Right to Review scheme should be made to the police force responsible for the investigation and decision-making, as responsibility for the VRR process rests with that force.

Report Fraud and the Analysis Service Team are owned and operated by the City of London Police. As such, any complaints about the Report Fraud service will be dealt with by the City of London Police.

Complaints can be made to the City of London Police Professional Standards Directorate or via the Independent Office for Police Conduct (IOPC) - although the IOPC will automatically forward any complaints made about Report Fraud to the Professional Standards Directorate to deal with.

The link for the City of London Police complaints page is here: https://www.cityoflondon.police.uk/fo/feedback/complaints/complaints/

The link for the IOPC complaints page is here: https://www.policeconduct.gov.uk/complaints/guide-to-complaints-process

Please note that Report Fraud and the Analysis Service Team (the decision makers) are operationally independent from the Professional Standards Directorate. The Professional Standards Directorate cannot therefore change an operational decision which has already been made into a fraud or cybercrime as they have no influence or authority to request that the decision is reviewed or overturned.

If your dissatisfaction is about the decision not to disseminate your case for investigation, the Professional Directorate will log your complaint but will inform you that they are unable to take any further action.