Emergency guide
I paid a scammer, or think I've been scammed
When you have paid a scammer, the first day matters most, and several refund deadlines may already be running. This page lists what to do today, the deadlines, who to call and words you can use.
General information, not legal advice. Rules depend on where you live. If you have a letter, notice or form with a date on it, get advice before that date passes.
Checked 9 October 2026 · re-check due 9 April 2027 · To keep a copy, use your browser’s print or share menu.
First: are you safe?
If this has you thinking about ending your life, call or text 988 in the US, or call Samaritans on 116 123 in the UK, at any hour. If anyone is threatening you, or you are in danger now, call 911 in the US or 999 in the UK. If someone is threatening to share private pictures or videos of you, it is not your fault. Paying is no guarantee they will stop, and they will likely ask for more, so stop replying, keep the messages, and if you have paid, do not pay any more. If you are under 18, tell an adult you trust, or go straight to the child doors under Who to call (Childline and CEOP in the UK, NCMEC in the US), which can help get pictures taken down. If there is no food in the house tonight, call 211 in the US; in the UK, find your nearest food bank through Trussell, below.
Today
- Stop. Do not send any more money to anyone who contacts you about this, and do not reply to them. Do not pay a fee, a tax, a 'release' charge or a transfer to a 'safe account', whatever you are told or threatened with. Save the messages first, then block the person.
- If they are threatening to share private pictures of you: paying is no guarantee it will stop, and they will likely ask for more. Block them, keep the evidence, and report it.
- Call the company that moved the money now: your bank, card company or payment app. Use the number on the back of your card or in your real banking app, or in the UK call 159, which connects you to your bank if it uses that service. Never use a number from a message or from the person who scammed you. Say: I think I was scammed, I paid on this date, in this way. Ask them to stop, recall or reverse the payment, and write down who you spoke to.
- If you gave the person a password, a code, your Social Security number, or access to your phone or computer, do these now. Change the passwords, from a different device if you can, such as a friend's phone. Turn on two-step sign-in. US: freeze your credit at all three bureaus, Equifax, Experian and TransUnion; it is free. UK: check your credit report for applications you do not recognise. Then check your bank and card statements for anything you do not recognise.
- Write down what happened while you remember it: who contacted you and how, the dates, the amounts, how you paid, and the account or phone numbers. Take screenshots. You will need this for the bank, the police and the report. Tell one person you trust.
- Expect a second scam. Someone may contact you offering to get your money back for a fee, or say they are a lawyer, the police, a government agency or your bank. A real agency does not ask for money to give you a refund. Do not pay. If your bank asks you for information about your claim, give it, but only after you call the bank back on a number you found yourself.
The clocks that have started
Deadlines that can start when this happens, soonest first. Your own letters give your dates; when two dates could apply, count from the earlier one. The details of each are on the page online; its address is at the bottom.
Deadlines that can start when this happens, soonest first. Tap one to see when it starts and what happens if you miss it. Your own letters give your dates; when two dates could apply, count from the earlier one.
Jump to: United States · United Kingdom
In the United States
Tell the company that moved your money, the same dayNo single rule gives one date for asking, so do it the same day.United States (federal rule)
- How long
- No single rule gives one date for asking, so do it the same day. The FTC says to report it to your bank or credit union immediately, and your money may already be gone. The next three clocks cover the dates that do exist, by how you paid
- Starts
- the moment you think you paid a scammer, even if you are not sure. Do not wait until you have proof
- If missed
- the money is harder to get back and may already be gone. Ask anyway. Cryptocurrency payments do not have the same legal protections as credit and debit cards, so it can be hard to get that money back
- It lets you
- ask the company that moved the money to reverse the payment and refund it. Who to call depends on how you paid: your bank or credit union (Zelle or a bank transfer); the payment app (Venmo, Cash App, PayPal); Western Union or MoneyGram (a wire); the gift card company, on the number on the back of the card (keep the card and the store receipt, and report it however long ago it happened); the cryptocurrency exchange or ATM operator. For a wire or bank transfer, ask the bank to recall it, and the same day report it at ic3.gov, the FBI's site, with the bank details of both accounts: the FBI says it can sometimes freeze money sent to a US account. If you sent money abroad through a money transfer company within the last 30 minutes and it has not been picked up, the law lets you cancel it: call now. Keep the gift card and the receipt. If you mailed cash through the US mail, the Postal Inspection Service can try to intercept a package that has not been delivered, for a fee: 1-877-876-2455
Where this differs: Each company has its own process, and some states have extra laws that may help, for example for cryptocurrency. Use the number on the back of your card or the company's real app, never a number from a message or from the person who scammed you
Checked 9 October 2026 at US Federal Trade Commission
Tell your bank or payment app about money taken from your account (the federal rule called Regulation E)2 business days from finding out, to keep your loss to $50 at most if your card, PIN or login was used.United States (federal rule)
- How long
- 2 business days from finding out, to keep your loss to $50 at most if your card, PIN or login was used. In any case, 60 days. You can tell the bank by phone, in person or in writing; a letter must reach it within the 60 days. If you phone, ask whether the bank needs it in writing. If it does, send it within 10 business days, or the bank does not have to put the money back in your account while it looks into it
- Starts
- the day you learn your card was lost or stolen, or that a scammer got your card number, PIN, login or a security code from you, or the day you first see a transfer you did not make, whichever is earliest. The law counts the 60 days from the day the bank sent the statement that first shows the transfer; count from the day of the transfer to be safe
- If missed
- you may be held responsible for more of the money. The bank must give you more time if something like a stay in hospital or long travel caused the delay, so tell it what happened and ask anyway
- It lets you
- have the bank or app investigate and treat the transfer as unauthorized. If a scammer tricked you into giving them a code, login or card number and then moved the money, the CFPB says that counts as unauthorized, and the bank cannot refuse because you shared it. Tell the bank within 2 business days and your loss cannot be more than $50; after that it can be up to $500. If you wait past the 60 days, you may not be protected for transfers made after that
Where this differs: This covers bank and credit union accounts, debit cards and payment-app balances such as Venmo, Cash App or PayPal. If you pressed send yourself because you were tricked, the rule may not cover it, because it is about transfers someone else started. Do not decide that yourself: tell the bank in writing what happened, within the same 60 days, and ask it to investigate. Credit cards follow a different rule: see the next clock. Your state or your account agreement may give you more protection, never less
Checked 9 October 2026 at Consumer Financial Protection Bureau (Regulation E, 12 CFR 1005.6)
Dispute a credit card charge in writing (the federal rule called the Fair Credit Billing Act)60 days: your letter must reach the card company within 60 days.United States (federal rule)
- How long
- 60 days: your letter must reach the card company within 60 days. Call the number on the back of your card today as well, and send the letter. The company must acknowledge your letter in writing within 30 days and settle the dispute within 90 days
- Starts
- the day the first bill that shows the charge was sent to you, not the day you opened it. You may not know that date, so count from the day of the charge to be safe
- If missed
- you may lose this law's protection for that charge. Ask the card company for a refund anyway, and report the scam at ReportFraud.ftc.gov
- It lets you
- dispute a charge you did not authorize, or a charge for something that was not delivered as agreed. While it is investigated you can hold back the disputed amount and the charges on it. Federal law limits your responsibility for unauthorized charges to $50. If a scammer tricked you into paying, say exactly what happened, including anything you paid for and did not get as agreed, and ask for a refund. Send the letter in time even if you are not sure it counts: the card company decides, not you
Where this differs: This covers credit cards and other revolving credit. It does not cover debit cards (see the Regulation E clock), personal loans or car loans. Write to the address for billing inquiries, not the address for payments. Sending it by certified mail with a return receipt gives you proof of what the company got; send copies, not originals
Checked 9 October 2026 at US Federal Trade Commission
In the United Kingdom
Report it to the police: call 101 at once if you paid in the last 24 hoursCall 101 straight away if you sent money to the scammer in the last 24 hours, or if the scammer is in your area.Whole UK
- How long
- Call 101 straight away if you sent money to the scammer in the last 24 hours, or if the scammer is in your area. If you feel threatened or unsafe, call 999. Otherwise, report as soon as you can: in England, Wales and Northern Ireland online or by phone to Report Fraud; in Scotland by calling 101. No deadline is given for a report
- Starts
- the day you realise it was a scam. For the 24 hours, count back from your last payment to the scammer
- If missed
- Citizens Advice says it is a good idea to report the scam even if you have not got your money back yet. Report it now rather than not at all
- It lets you
- get your report on record and a crime reference number, which can help when you ask your bank for your money back. The payments regulator says that for a bank transfer refund you should report to the police, or let your bank report it for you
Where this differs: England, Wales and Northern Ireland: Report Fraud, online or on 0300 123 2040. Scotland: Police Scotland on 101. In Northern Ireland, nidirect also says to call 101 if the person scammed is vulnerable, or you know the suspect and they live in Northern Ireland
Checked 9 October 2026 at Citizens Advice
Ask your bank for a refund if you were tricked into a bank transferTell your bank or payment provider straight away.Whole UK
- How long
- Tell your bank or payment provider straight away. The regulator says to report it as soon as possible and within 13 months of the payment. Your bank should usually repay you within 5 working days, but it can take up to 35 working days
- Starts
- the day you made your first payment to the scammer. The payments regulator counts its time limit from your last payment in the same scam, but count from the first to be safe, and tell your bank as soon as you think it was a scam
- If missed
- a late claim may be refused, so do not wait to be sure. If more than 13 months have passed, ask anyway, and complain if the bank says no: see the Financial Ombudsman clock. The bank can also refuse if it can prove you were not careful enough, or that you did not give it information it asked for while it looked at your claim. The regulator says that is a high bar, and it does not apply if you were vulnerable at the time. Do not decide this yourself: claim, and tell the bank about anything that made it harder for you to protect yourself
- It lets you
- claim back up to £85,000 if you sent money to a UK account by Faster Payments or CHAPS on or after 7 October 2024. Banks, building societies and e-money firms such as Revolut are covered; credit unions are not, so ask yours what it offers. Your bank may take a £100 fee off the refund, but not if you were vulnerable
Where this differs: Not covered by this scheme: BACS or Swift payments, money sent abroad, cash or cheques. Card payments have their own route: see the card clock. If you paid by bank transfer before 7 October 2024, an older code applies if your bank signed up to it: ask your bank. Citizens Advice gives the same advice for England, Scotland and Wales; in Northern Ireland, ask your bank, and Consumerline on 0300 123 6262
Checked 9 October 2026 at Citizens Advice
Ask your card provider for your money back if you paid by cardThe official advice gives no time limit, but your card provider may set one, so ask the same day you find out.Whole UK
- How long
- The official advice gives no time limit, but your card provider may set one, so ask the same day you find out. If you paid from a PayPal balance, you have 180 days from when you paid to open a dispute with PayPal
- Starts
- the day you paid. Ask as soon as you think it was a scam
- If missed
- your provider may say no. If it does, complain to it, and if you are still unhappy see the Financial Ombudsman clock
- It lets you
- ask your card provider to claim the money back from the seller's bank (chargeback) if you paid for something you did not get. Debit card: chargeback works however much you paid. Credit card or buy now, pay later: if the item cost more than £100 and no more than £30,000, you may claim under Section 75 of the Consumer Credit Act; if it cost less, ask for chargeback. Section 75 does not usually apply if you bought through a third party such as a marketplace, but you can still ask for chargeback. It is best to ask in writing
Where this differs: This is for card and PayPal payments only. Bank transfers have their own route (see the bank transfer clock). It is unlikely you will get money back if you paid through a wire service such as MoneyGram, PayPoint or Western Union, or with vouchers or gift cards. If you paid by Direct Debit, you should be able to get a full refund under the Direct Debit Guarantee. Citizens Advice gives the same advice for England, Scotland and Wales
Checked 9 October 2026 at Citizens Advice
Tell your bank about a payment you did not make or agree toTell your bank as soon as you can, and in any event within 13 months of the day the money left your account.Whole UK
- How long
- Tell your bank as soon as you can, and in any event within 13 months of the day the money left your account. In practice, contact your bank the day you notice
- Starts
- the day the money left your account (the debit date). If several payments left your account, count from the earliest
- If missed
- after 13 months you can lose your right to a refund under these rules. If your bank did not give you the information about the payment that the rules require, the 13 months does not apply: ask Citizens Advice before you give up
- It lets you
- ask for a refund of a payment from your account that you do not recognise, or when more was taken from your debit card than you expected. Explain what happened and ask if you can get a refund. If you are not happy with how the bank deals with your claim, you can complain to it
Where this differs: This is for a payment you did not make or agree to, for example someone used your card or login. If you made the payment yourself while being tricked, use the bank transfer clock. If your bank refuses or does not answer, see the Financial Ombudsman clock
Checked 9 October 2026 at legislation.gov.uk (Payment Services Regulations 2017, regulation 74)
Take a complaint your bank turned down to the Financial Ombudsman6 months.Whole UK
- How long
- 6 months. You must complain to the bank, building society or payment firm first. It has up to 8 weeks to deal with your complaint, then you can go to the Ombudsman. The Ombudsman is free: call 0800 023 4567, Monday to Friday, 8am to 5pm
- Starts
- the date on your bank's final response letter. If the bank has not answered after 8 weeks, count from the end of those 8 weeks. If both dates apply, count from the earlier one
- If missed
- the Ombudsman may not be able to look at it. It still can if the bank agrees, or if something exceptional, such as being too ill to act, caused the delay; the bank's letter should say whether it agrees. Contact the Ombudsman even if you are late. Do not go to court first: if you do, the Ombudsman cannot look at it later
- It lets you
- ask the Financial Ombudsman to look at your case if the bank says no, says it will take no action, or has not sorted your complaint in 8 weeks. If the Ombudsman decides you have been treated unfairly, it has legal powers to put things right. You do not need to pay anyone to complain for you
Where this differs: The Ombudsman covers England, Scotland, Wales and Northern Ireland. There is also an outer limit of 6 years from the problem, or 3 years from when you knew about it if that is later
Checked 9 October 2026 at Citizens Advice
Who to call
Jump to: United States · United Kingdom
In the United States
report the scam to the FTC and get your next steps. It cannot resolve your individual report, but reports help investigations
reportfraud.ftc.gov · Online
Before you call: what to have ready
They may ask
- what happened: you report a scam, a company or an unwanted call, and say as much as you choose, because how much personal information you give is up to you
They can
- take your report online and give you your next steps for protecting yourself
- share your report with law enforcement partners, which the site says is over 2,000 law enforcers
- take reports in many languages, listed on the site
They cannot
- resolve your individual report: the FTC uses reports to investigate and bring cases
- tell you to move your money to protect it, or to withdraw cash or buy gold: the FTC says it never does, and anyone who says so is a scammer
- keep your report from the person or company you report: the FTC says it may share what you give with them, so give only what you are comfortable with
Internet Crime Complaint Center (IC3, FBI)
report a scam to the FBI, especially a wire, bank transfer or cryptocurrency payment: include the bank details of both accounts. The IC3 never contacts you for money
ic3.gov · Online
if you gave a scammer your Social Security number or other personal details: a personal recovery plan, sample letters and contact details for the credit bureaus
identitytheft.gov · Online
Before you call: what to have ready
Have ready
- your name and a telephone number: without them the site cannot take your identity theft report
They may ask
- questions about your situation, so it can build your plan: tell it as much as you can
They can
- give you a personal recovery plan with the steps to take
- if you make an account, walk you through each step, track your progress, and fill in forms and letters for you
- give you sample letters and contact details for the credit bureaus
- work in many languages, listed on the site
They cannot
- resolve your individual report: the FTC does not resolve individual consumer reports
- keep your report from the person or company you report: the FTC says it may share what you give with them, so give only what you are comfortable with
The site ends your session after five minutes of no activity. With an account you can log in and continue your recovery plan
Consumer Financial Protection Bureau (complaints)
if your bank or card company will not sort out a refund you think it owes you, you can send a complaint, which the CFPB passes to the company for a response. It does not take the scam itself: for that, report to the police, your state attorney general and the FTC
Call (855) 411-2372 · 9 a.m. to 6 p.m. ET, Monday through Friday (except federal holidays)
Before you call: what to have ready
Have ready
- your name, email, phone number and address: the site needs them to make your account, and without an address the company cannot respond
- the key facts in your own words, with only the most important dates, amounts and messages with the company
- documents that back up the facts, such as account statements and messages with the company, up to 50 pages
They may ask
- which company you are complaining about: pick it from the list, or give its contact details
They can
- send your complaint to the company and ask for a response, which the site says is generally within 15 days and sometimes up to 60 days
- take your complaint by phone on (855) 411-2372, 9 a.m. to 6 p.m. ET, Monday to Friday except federal holidays, if you cannot use the online form
They cannot
- take a second complaint about the same problem, so put everything in the first one
- delete your personal information after you submit: it is kept under federal records rules, currently for 25 years
- report the scam itself: for that the CFPB says to contact your local police or sheriff, your state attorney general and the FTC
Online takes under 10 minutes; by phone it takes 25 to 30 minutes
if the person scammed is 60 or older: a case manager helps with reporting and next steps, Monday to Friday
Call 1-833-372-8311 · Mon–Fri, 10am–6pm ET
Before you call: what to have ready
They can
- help you report fraud against anyone age 60 or older, free, through a case manager who stays your point of contact
- guide you through reporting at the federal, state and local levels, and connect you with other resources case by case
- answer in English, Spanish and other languages
They cannot
- answer outside Monday to Friday, 10 a.m. to 6 p.m. Eastern time
- help with fraud against someone under 60: the hotline is for people age 60 or older
- ask you for money or a Social Security number: the hotline says scammers are using its name to threaten people with lawsuits, so give nothing to a caller who says they are from the hotline
National Center for Missing & Exploited Children
if a scammer is threatening to share sexual pictures or videos of someone under 18, or of you from before you were 18: crisis support, and a free tool to try to get them taken down
Call 1-800-843-5678 · 24 hours
Before you call: what to have ready
Have ready
- if a child is missing: report to your local police first (911 if anyone is in immediate danger). NCMEC says to call it after the police have the report
- for that police call, as NCMEC lists it: the child's name, date of birth, height, weight, marks such as eyeglasses or braces, when you noticed they were missing, and what they were wearing
- for Take It Down: nothing to send. The picture or video stays on your own device
They may ask
- if a child is missing: a call center specialist records information about your child
They can
- answer 24 hours a day on 1-800-843-5678 (1-800-THE-LOST)
- if a child is missing: work with your family and the police on the case, make and share posters, pass tips from the hotline to the police, and put you in touch with trained volunteers whose own child went missing
- give crisis support and referrals to local counseling for a family with a missing or sexually exploited child
- take a sighting: find the child's poster and report it there, or call the same number
- point you to tools for removing sexual pictures and videos of a minor from the internet, including Take It Down, which is free and lets you stay anonymous
They cannot
- replace the police or 911: if anyone is in immediate danger call 911; for a missing child, call your local police first
- promise an AMBER Alert: its page says AMBER Alerts are activated in the most serious cases of child abduction
- remove images from every site: Take It Down works on public or unencrypted platforms that have agreed to take part
- help with images taken when you were 18 or older: for those the site points to stopncii.org
- take images from you: do not send, share or download an image to use Take It Down, which makes a digital fingerprint on your own device
free legal help in your state, if a bank or card company refuses and you want to understand your options
lawhelp.org · Online
Before you call: what to have ready
Have ready
- the state or territory where you live: the site starts by asking you to choose it
They can
- send you to legal aid and other low-cost legal help near you
- give you legal help guides, including one on court fees and getting them paid
- help you create legal documents for free in areas such as housing, with LawHelp Interactive
if the loss leaves you short of food, rent or bills: one free call to local help. Say what happened
Call 211 · 24/7 in most areas
Before you call: what to have ready
Have ready
- a few facts about your current living situation
- any income you have
- the children or other dependents who live with you
They may ask
- about your current living situation
- about any income you have
- about any children or other dependents who live with you
They can
- connect you to local help with rent, mortgage, utilities, food and health care
- talk to you by phone; some local 211s also offer text and web chat, so check yours
- use 180 languages on request
- keep the call confidential, and it can be anonymous
- give you other ideas if you do not qualify for one program: you can call again
They cannot
- give you money themselves: 211 is the number for information and referrals to services
- help in a life-threatening emergency: call 911 first if you or someone you love is in one or may be a danger to someone else
In the United Kingdom
report the scam to the police if you live in England, Wales or Northern Ireland. In Scotland, call Police Scotland on 101 instead
Call 0300 123 2040 · Phone 24 hours a day, 7 days a week (reduced availability 8pm to 8am). Webchat 8am to 8pm, every day.
Before you call: what to have ready
They can
- take your report online at any time, or by phone on 0300 123 2040, available 24 hours a day with less cover from 8pm to 8am
- take reports by textphone on 0300 123 2050 if you are deaf or hard of hearing
- take your report in your own language through a separate service
- let you track your report online if you registered when you made it
They cannot
- take reports from people who live in Scotland: report via Police Scotland on 101
- take reports or supporting documents by post
- be free to call: it costs your standard rate, and from a mobile with no minutes left about 35p a minute, so report online if a call would cost you
- ask you for your bank details: the site says Report Fraud will never request them. If a caller who says they are Report Fraud makes you unsure, hang up and call 0300 123 2040 yourself
Citizens Advice consumer service (energy and other consumer problems)
advice on getting your money back, and a way to report a scam; it can pass information about complaints on to Trading Standards (England and Wales)
Call 0808 223 1133 · Monday to Friday, 9am to 5pm. Closed on bank holidays.
Before you call: what to have ready
Have ready
- brief details of the problem and what you have done so far to try to solve it
- the name and address of the seller or trader, which for an energy problem is your supplier
- your reference number, if you have already contacted the helpline about the same problem
They may ask
- what you need advice about and your postcode, if you use chat
They can
- give you practical and impartial advice on how to resolve your problem, and tell you the law that applies to your situation
- pass a complaint to your energy supplier
- pass information about complaints on to Trading Standards, which you cannot do yourself
- talk to you in Welsh on 0808 223 1144, or take Relay UK calls: 18001 then 0808 223 1133
- take an online form about a gas or electricity problem every day, if the helpline and chat are closed
They cannot
- make a complaint for you or take legal action on your behalf
- answer on bank holidays: the lines are closed then
- help with a heat network problem by chat or online form: for that you need to call the helpline
An adviser will answer your call as soon as possible, usually within a few minutes. A call should take an average of 8 to 10 minutes.
Citizens Advice Scotland (Scottish Citizens Advice Helpline)
free, confidential advice on your next steps from your local bureau (Scotland)
Before you call: what to have ready
Have ready
- your postcode: the page finds your local Citizens Advice Bureau by postcode
They can
- put you through to an adviser at your local bureau by phone on 0800 028 1456, the Scottish Citizens Advice Helpline
- give free, confidential and impartial advice, and help you work out next steps
- raise a complaint with an energy supplier for you through its Extra Help Unit, if you may be considered vulnerable or at risk of disconnection
- give advice online, on its advice pages
Advice Direct Scotland (advice.scot)
report the scam in Scotland through its consumer service (consumeradvice.scot, freephone 0808 164 6000): it gives advice on what to do next and passes the report to Trading Standards
Call 0808 800 9060 · Monday to Friday, 9am to 5pm
Consumerline (Northern Ireland)
report the scam in Northern Ireland after you report it to Report Fraud or the police; it can pass it to Trading Standards
Call 0300 123 6262 · 9am to 5pm Monday to Thursday, 9am to 4pm Friday. Closed on bank and public holidays.
free advice on debt and bills after a loss (Northern Ireland)
Before you call: what to have ready
They can
- give advice on benefits, personal debt and managing bills, through the freephone helpline on 0800 915 4604
- answer by email at advice@adviceni.net
- point you to an Advice NI member near you if you need face-to-face advice
They cannot
- see you in person themselves: for face-to-face advice you contact a local advice centre run by an Advice NI member
free, confidential support after fraud or image-based abuse, at any time (England and Wales)
Call 08 08 16 89 111 · 24/7, every day of the year
Before you call: what to have ready
They may ask
- on the online form: how you want help, what brought you to Victim Support (for example fraud, cyber crime or image based sexual abuse), and which country and county you live in
They can
- give free, confidential, independent advice by phone on 08 08 16 89 111, by live chat or through an online form, at any time
- call you back from your local area team within three working days if you use the online form
- take Relay UK calls or help in BSL
They cannot
- replace 999: in an emergency, always call 999
- help you if you live in Scotland: Victim Support Scotland is a separate service, and the form on this site is for England and Wales
- keep everything private in every case: it shares information without your consent only if it is worried about your safety or someone else's, or if the law requires it
Victim Support Scotland (helpline)
the same support in Scotland: a free helpline, by phone or chat, 8am to 8pm on weekdays and 10am to 4pm at weekends
Call 0800 160 1985 · 8am to 8pm Monday to Friday, 10am to 4pm Saturday and Sunday
the same support in Northern Ireland: free and confidential, whether or not you reported it, 9am to 5pm on weekdays by phone to your nearest hub
Call 028 9024 3133 · Monday to Friday, 9am to 5pm
Before you call: what to have ready
They can
- give free, confidential emotional and practical support after any type of crime, whether or not you reported it to the police
- help with tasks such as filling in forms for a criminal injury compensation claim
- help arrange counselling if they think you need it: what they do is similar to counselling, but it is not the same
- help relatives and friends too
They cannot
- keep everything confidential in every case: they may pass information on if someone is at risk of harm, if a child may be at risk, or if a judge directs it
Lines can be busy. If you cannot get through, wait on the line until the answer service starts and leave your name and number: a member of staff will call you back as soon as they can. You can also email your nearest hub.
if you are under 18 and someone is threatening to share your pictures: talk to a counsellor any time, free, and use Report Remove to get them taken down
Call 0800 1111 · 24 hours a day, 7 days a week
Before you call: what to have ready
They can
- talk with a counsellor 24 hours a day, 7 days a week, on 0800 1111 or by 1-2-1 online chat; you can talk about anything, big or small
- take your call free from most landlines and mobiles in the UK: the call will not show on a phone bill, and you can call even if you have no credit
- help deaf young people through 1-2-1 chat or email to a counsellor, or British Sign Language through an interpreter (SignVideo, Monday to Friday 8am to 8pm and Saturday 8am to 1pm)
- help you, if you are under 18, report a sexual picture or video of yourself and get it removed from the internet, with Report Remove, run with the Internet Watch Foundation
They cannot
- take more than 10 calls in 24 hours from a single phone number: the site says a limit applies
- replace 999: the site says in an emergency you should always call 999
At night it can take longer to get through on chat, and calls may be shorter than usual. If it is difficult to get through and you need urgent help, call 999.
if you are under 18 and someone is pressuring or blackmailing you online: report it to child protection advisers, even without telling an adult first
ceop.police.uk · Online
if you were 18 or older in the pictures: a free tool to stop them being shared on sites that take part, without sending anyone the images
stopncii.org · Online
free debt advice and a plan for what you owe; you can start online at any time
Call 0800 138 1111 · Phone: Monday to Friday 8am to 8pm, Saturday 9am to 2pm. Online advice any time.
Before you call: what to have ready
Have ready
- details of all the money you owe: if you are not sure, your credit file lists your missed payments
- a budget showing what you can and cannot afford: StepChange says to share one with the people you owe
They can
- give free debt advice online at any time of day or night, and let you stop and begin again later
- tell you your options for dealing with what you owe, including debt management plans
- help you ask the people you owe to pause action or agree new payment terms
if there is no food in the house: find your nearest food bank. You need a food voucher first, from a local organisation; the page says how to get one
Before you call: what to have ready
Have ready
- how many adults and children the parcel is for, and the ages of any children: volunteers check these from your voucher
- any dietary requirements: say so when you get your voucher so the food bank can prepare
They may ask
- the community organisation that gives you a voucher asks about your individual needs, so it can help you find the right support
They can
- help you find your nearest food bank
- give an emergency food parcel with at least three days of meals once you have a food voucher from a local community organisation
- sometimes provide pet food and essentials such as toiletries and period products, where they can
- sometimes offer extra support, such as debt advice or a trained Citizens Advice adviser
- sometimes deliver food parcels: ask when you get your voucher, or contact the food bank
They cannot
- give you a parcel without a food voucher: you need a referral first
- usually give you a voucher online: you will usually need to contact a community organisation by phone or in person, and in some cases the food bank directly
if your bank or payment firm will not put it right after you reported the scam: complain to the firm first. For fraud and scams and for bank transfers it has only 15 days to answer, then you can take it to the ombudsman. You have 6 months from its final response.
Call 0800 023 4567 · Monday to Friday, 8am to 5pm.
Before you call: what to have ready
Have ready
- the final response letter from the business, which you should keep: the ombudsman will ask to see it
- notes of any calls, emails and letters between you and the business
They may ask
- about your complaint, what has happened and which financial business you are complaining about
They can
- look into your complaint if you have had a final response you are not happy with, or the business has had its time and not replied
- talk to you by phone if you are severely ill or in financial difficulty and need to speak to someone urgently about your complaint
- take calls through Relay UK on (18002) 020 7964 1000
- tell you about other organisations that may help, if it cannot
They cannot
- help if it has already looked at the complaint, if the courts have made a decision about the case, or if it is outside the time limits
- see you in person: its offices are not set up for face-to-face help
The helpline gets busy sometimes, so you may need to wait to speak to someone.
Say it this way
Change anything to your own words.
I think I have been scammed. On [date] I paid [amount] to [name or account] by [transfer, card or app]. Can you stop, recall or reverse the payment? What happens next? Could I have a reference number? Do you need this in writing, and if so, where do I send it?
I am asking for a refund because I was tricked into a bank transfer on [date]. If I have one, my crime reference number is [number]. Please tell me what you need from me and when I can expect an answer. If you cannot refund me, please explain why in writing.
My name is [name], my address is [address], and my account number is [number]. I am writing to dispute a charge of [amount] on [date]. A scammer tricked me into making this payment. Please confirm in writing that you got this letter, do not collect the disputed amount while you look into it, and tell me what you decide.
No, thank you. I will not pay anything or give you any details. I am dealing with my bank and the authorities directly, using numbers I found myself. Please do not contact me again.
Not for you if…
This guide is for someone who has paid a scammer, or may have, or has given one personal details. If you have only received a suspicious message and have not replied or paid, the library's answer on spotting scams fits better; in the UK you can forward a scam text to 7726 and a scam email to report@phishing.gov.uk. If money left your account and you did not pay anyone yourself, you are not in the position this page assumes: tell your bank at once, and use the bank clocks and the identity theft steps. The rules here are for personal accounts and cards; if the money came from a business or organisation account, ask the bank how its rules differ. If someone is threatening you, blackmailing you or sharing your pictures, the dates here matter less than stopping contact, keeping the evidence and reporting it: if you are under 18, tell a trusted adult and use the child doors. If the person scammed is older or has a disability, the CFPB says to contact your local adult protective services agency, which the Eldercare Locator can find (800-677-1116 in the US); in the UK, tell the police. If your loss is large, your bank refuses, or a lawyer or 'recovery firm' is offering to act for a fee, get free advice first from Citizens Advice in the UK or a legal aid office in the US. Your bank's own terms can change some of this, so ask the bank what its terms say.
A different emergency? Account frozen or closed · Benefits stopped · A car accident · Suspended or excluded from school · Debt collector or court papers · Eviction notice · Flood, fire or storm · Unsafe home · Hurt at work · Lost my job · Lost wallet or phone · A medical bill · Nowhere to sleep · Shutoff notice · Someone died · Someone is missing · A tax bill · Told to leave home
From the library
Is this call, text or email a scam — and what if I already paid?
How do I freeze my credit, and how do I know if my email was in a breach?