The number of fraud and scams complaints that customers brought to us increased by 66% in the first quarter of the 2021/22 financial year, compared with the same period the previous year. We’ve seen cases where fraudsters have posed as their customer’s bank and convinced them to move their money to a ‘safe account’. We’ve also heard from consumers who have paid for goods via a bank transfer but didn’t receive what they’d paid for. We also saw an increase in complaints about fraud and scams that involved cryptocurrencies.
Our guidance for businesses on handling complaints about fraud and scams, and examples of how we resolved cases, is available on our website.