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Impersonation scam

Criminals posing as a tax office, the police, a company or a loved one.

Scammers posing as a relative, a company, a tax office or a delivery firm ask for money.

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How the scam works

Impersonation scams borrow the trust of someone you know or an organisation you deal with. Common versions include "Hi Mum, I have a new number" messages, fake tax demands and fake delivery or utility charges.

  1. 1

    A trusted name

    You are contacted by someone claiming to be the tax office, the police, a utility, a delivery firm or a family member with a new number.

  2. 2

    Fear or urgency

    There is a problem that must be fixed now: unpaid tax, a warrant, a missed delivery, or a relative in trouble.

  3. 3

    A payment to fix it

    You are told to pay by bank transfer, gift cards or crypto, or to click a link and enter your details.

  4. 4

    More demands

    Once you pay, new charges appear or your details are used for further fraud.

An example of how it happens
A father received a message: “Hi Dad, this is my new number, my phone broke.” Within an hour, “his son” needed £1,450 to pay an urgent bill. He sent it before calling his son’s old number.
Illustrative example based on common cases, not a real client.

Warning signs

  • A familiar name or brand contacting you from a new number or address
  • Threats of fines, arrest or cut-off services
  • Requests for payment by bank transfer, gift cards or crypto
  • Links that lead to login or payment pages
  • Pressure to act before you can check with anyone

How to protect yourself

  • Hang up and contact the organisation using details you find yourself
  • Call a relative on their known number before sending money
  • Tax offices and police don’t demand payment by gift card or crypto
  • Don’t click links in unexpected messages about payments

Can you get your money back?

Often, yes. It depends mainly on how you paid. These are the routes that usually apply to this type of scam.

  • Bank transfer (Faster Payments or CHAPS)

    Since 7 October 2024, UK banks must reimburse most victims of authorised push payment fraud, up to £85,000 per claim, if it is reported within 13 months. Earlier payments may fall under the voluntary CRM Code or the bank’s duty of care.

    How the money-back rules work

  • Debit or credit card

    You may be able to ask your card provider for a chargeback, or claim under Section 75 for credit card purchases between £100 and £30,000. Chargebacks have strict time limits, so act quickly.

  • Gift cards, cash or money transfer services

    These are much harder to recover. Report it immediately to the provider and the police. In some cases, the firm that processed the payment may still be asked to explain why it didn’t intervene.

A general guide to UK rules. Every case depends on its facts, and nobody can guarantee an outcome. Check your bank.

If it has just happened

Speed matters. These steps protect you and give your bank the best chance to act.

Call your bank first, using the number on your card or its official website. Do not use numbers given to you by the caller or in a message.

A woman on the phone to her bank, holding her card and looking at her laptop.

  1. Contact your bank now

    Call the number on the back of your card or on your bank's official website. Tell them it is fraud. The sooner they know, the better the chance of stopping or tracing payments.

  2. Stop further payments

    Do not send any more money, even if you are promised a refund, a release fee or a withdrawal. Stop contact with the scammer.

  3. Secure your accounts

    Change passwords for your email and banking, remove any remote-access apps, and turn on two-step verification.

  4. Report it

    Report the crime to the police or your national fraud reporting service and keep the reference number.

  5. Keep the evidence

    Save messages, emails, screenshots, website addresses, wallet addresses and statements showing every payment.

A case handler wearing a headset, listening to a caller and taking notes.
How we can help

We build the case, you follow every step

We review what happened for free, help you gather the evidence, and pursue a complaint with your bank, escalating to the ombudsman if needed. You can also claim for free yourself.

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Questions about this type of scam

I paid with gift cards. Can I get the money back?

It is harder, but report it to the gift card company immediately. Some funds can be frozen if they haven’t been spent.

The message seemed to come from my child. Will my bank refund me?

Many “Hi Mum” and “Hi Dad” payments are authorised push payment fraud and may be reimbursed under the rules.

I only clicked a link. What should I do?

Change your passwords, contact your bank, and watch your accounts closely. If money was taken, report it straight away.

Can you guarantee I will get my money back?

No. Nobody can honestly guarantee a recovery. Outcomes depend on how the payments were made, what your bank did, the rules that apply and the evidence available. Be wary of anyone who promises a guaranteed result.

Do I have to use a company to make a claim?

No. You can complain to your bank yourself for free and, if needed, escalate to the ombudsman yourself. Our Claim it yourself guide explains how. Some people prefer help with the evidence and the process, and that is what we offer.

What does it cost?

Our fees are set out in full on the Our fees page before you sign anything. You will never be asked to pay a "release fee", a "tax" or anything in cryptocurrency to receive recovered money.

How long does it take?

It varies. Banks usually respond to a complaint within a few weeks. If a case goes to the ombudsman, it can take several months. Your portal shows each step as it happens.

All questions

Further reading

Other types of scam

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