Avoiding scams and fraud: help from the ombudsman

Every year we see thousands of complaints involving fraud and scams. The circumstances are wide-ranging, from disputed card transactions and cash-machine withdrawals to online banking fraud and identity theft. The type of complaint is constantly evolving too, as fraudsters develop new – and increasingly sophisticated – methods, or seek to exploit events, like the current impact of Covid-19.

Some fraud and scams can be very convincing – for example, using fake websites that look identical to banks’ online systems, or text messages that to look like they’re from someone’s bank.

We’re sharing what we see in complaints about fraud and scams to help consumers protect their personal information. We also explain how we can help if consumers have a complaint and don’t think they’ve been treated fairly.