Start with reassurance
Many people feel ashamed after being scammed, and older people may worry about losing independence. Make it clear that scams are run by professional criminals and that anyone can be caught out. Blame makes people less likely to report the next attempt.
Practical steps together
- Call the bank's fraud line together, with your relative's permission.
- Help change passwords and set up two-step verification.
- Report the crime and keep the reference number.
- Gather statements and messages into one folder.
Reduce the risk of it happening again
- Agree a simple rule: no payments to anyone who called first without checking with a family member.
- Consider call-blocking and adding a trusted contact to the bank account where the bank offers it.
- Watch out for "recovery" offers: repeat targeting is common.
Making a claim on their behalf
Your relative can authorise you to deal with their bank or with us. Ask the bank what form of authority it needs. In our portal, the case stays in your relative's name, and you can help them follow it.