Scam library · United Kingdom · Updated 20 October 2026
Bank safe account call scams: what they say, how to spot it, what to do
A request to move your savings needs a separate check. End the incoming call and speak to your bank through its app or the number on your card.
What they say
Illustrative examples, written in our own words:
- We are from the fraud team and your account has been compromised.
- Move your money to a temporary safe account while we investigate.
- Ignore the payment warning because we are testing your account security.
- Keep this secret from branch staff so we can catch the person responsible.
How to spot it
- The caller wants a new transfer, payee or banking approval to fix an alleged security problem.
- Secrecy or instructions to mislead bank staff prevent anyone else from checking the story.
- A displayed bank number, some account knowledge or a familiar hold tune replaces an independent check.
What to do now
- End the call without transferring money or approving a notification. Do not use a callback number the caller gives you.
- Use the bank’s app or your card’s number; 159 is another route for participating UK banks after hanging up.
- Tell the real bank what the caller requested. If a landline might still be connected, use another phone for the check.
If you already paid or shared details
Call your bank immediately on the number on your card, using a trusted device. After hanging up, 159 can connect you to participating UK banks; coverage and call charges depend on your provider. Explain what you sent or shared and ask about stopping payments and securing the account.
Give the real bank the receiving account and payment references. Explain that you were tricked into authorising the transfer, and ask it to try to recover the funds and assess reimbursement.
Under Payment Systems Regulator rules, UK banks and payment firms must refund most eligible authorised push payment (APP) scam losses from UK Faster Payments transfers made on or after 7 October 2024, up to £85,000 per claim. This means you were tricked into authorising a transfer. Eligibility and exceptions apply. Cards, cash, international transfers and crypto payments are not automatically covered by this rule. Report promptly and ask the bank to explain its assessment, any excess and the relevant deadlines.
Keep messages and payment references. In England, Wales and Northern Ireland, report to Report Fraud (formerly Action Fraud). In Scotland, report to Police Scotland on 101. If someone is in immediate danger, call 999.
Forward suspicious SMS texts to 7726 and emails to report@phishing.gov.uk, following GOV.UK reporting guidance. For message apps, use the app’s report and block tools. Reporting a message does not replace contacting your bank about a payment.
Questions people ask
Should I move money while the fraud caller stays on the line?
No. End the call and check the request through your bank’s app or the number on your card.
Is the number shown on my phone enough to trust the caller?
No. Check through a trusted contact route you choose yourself; the displayed caller number can be spoofed.