Friends Against Scams- Fraud prevention pack

Bluebird Care North Hampshire & West Berkshire Care Assistant Kerenza Faram has been leading the way in her mission for scam awareness advocacy throughout the home care providers’ network.

In May earlier this year Kerenza suggested to the team it would be worthwhile if customers and colleagues understood more about scams. With a background in fraud analysis, and a ‘Scam Champion’ with ‘Friends Against Scams’, she had noticed that her skillset was being required more and more in her role at Bluebird Care North Hampshire & West Berkshire. Aware of the growing risk of less obvious and technical scams, Kerenza was eager to share her knowledge with others.

Motivated by this, she set about initiating scam awareness training and alleviating loss to scammers.

Since this point, Kerenza has prompted a number of changes at Bluebird Care North Hampshire & West Berkshire that have already made a big difference to the lives of many in the local community.

Team members new and old now receive in-depth scam awareness training, which remains easily accessible online at any point.

As well as this, the team at the home care provider also offer fraud packs to customers, and Kerenza personally delivers free community presentations and one-to-one talks on scam awareness.

Bluebird Care North Hampshire & West Berkshire’s commitment to this mission can be epitomised by their recent certification as a ‘Friends Against Scams’ organisation, a National Trading Standards Scams Team initiative that commits to scam protection and prevention.

Speaking on the importance of scam awareness, Kerenza Faram, said: “These sessions are so important for our Care Assistants to be aware of the type of things to look out for when visiting our customers in their homes, many who live alone. Only 5% of scam victims report when they have been scammed because they often feel embarrassment or in complete disbelief.

Prevention is far better than cure.”

Emma Holgate, Customer Supervisor at the home care provider, added: “This was such a useful session I learnt so much about the tactics these scammers use. We can all be targeted by scammers, not just the elderly. It’s great to be able to offer these free sessions to our customers who are often very vulnerable to scams. It’s a fantastic initiative by Bluebird Care North Hampshire & West Berkshire.”

If you would like to find out more about a session please call 01256 762324 for further information

Can you get your money back after a scam?

Sometimes you can get your money back after you’ve been scammed, but what you need to do and whether or not you will get a refund depends on what happened.

Unknown payment taken from your account Contact your bank immediately if:  

You do not recognise a payment made from your bank account (otherwise known as an 'unauthorised transaction') You have used your debit card recently and more money was taken than expected.

Ask to speak to the fraud team/ chargeback team and explain clearly what has happened. Enquire about a refund. If you do not receive a response or you are not happy with how the bank deals with your claim, you can complain to them. Their complaint procedure should be on their website.

If it has then been 8 weeks since you complained, and you have not got your money back, contact the Financial Ombudsman. You can also contact the ombudsman if you've had a letter from the bank saying it's not going to take any action. This is sometimes known as a final response letter. The ombudsman has the legal power to put things right.

Payment by credit card, debit card or Paypal If you bought something by credit card, debit card, or through PayPal, you can ask for a refund if you:

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Didn't get what you paid for Received something faulty or broken Got something that does not match the original description.

Usually, it is best to try to contact the trader, but If they refuse to help, or you are unable to contact them, then ask your card provider or PayPal to help.

The trader should have a complaints procedure (on their website), which you must follow when you contact them. It is best to put anything in writing, either an e-mail or a letter and keep a copy of anything you send.

If you paid via Paypal, you are able to open a ‘dispute’ through your Paypal account. In fact, you have 180 days to open the dispute since you made the payment.

If you paid with a credit card, you should ask for your money back using ‘Section 75 of the Consumer Credit Act.’ Tell your card provider (the company who send you your statements) you want to make a Section 75 claim. Their contact details should be on their website and it is always recommended to make the request in writing. If the credit card is a joint one, the main card holder needs to be the one to contact the card provider.

If you paid by debit card, you need to make a chargeback claim. It may be called a 'disputed transaction' by your card provider.

You need to ask for either:  

the amount you paid on the card money to make up for the problem which will be less than the full amount you paid

If your claim is successful, your card provider will refund the money to either your card or bank account.

You need to be aware that the trader has the right to challenge your refund, even if you have been refunded. Your card provider will inform you if it has been challenged and it is always a good idea to keep the money available for a few weeks in case the trader’s challenge is successful.

However, you can ask your card provider to follow the ‘appeal process’ if your claim is not successful, but if they have appealed and it failed then there is nothing you can do.

On the other hand, if they won't appeal to the trader’s bank, you can complain to the Financial Ombudsman Service, which is independent. They’ll examine your case fairly from both sides to reach a decision. You still might not get your money back.

Direct Debit You sign a Direct Debit Guarantee for each direct debit you set up on your account and it is there for good reason. If you have paid by direct debit or one has come out of your account without your knowledge, contact your bank immediately to let them know what’s happened and ask if you can get a refund.

Most banks should reimburse you if you’ve transferred money to someone because of a scam. This type of scam is known as an ‘authorised push payment’.

The Direct Debit Guarantee enables you to get a full refund.

Money transfer service Unfortunately, it is not very likely that you will be able to get your money back if you have paid through a wire service such as MoneyGram, PayPoint or Western Union, so always be very wary of someone asking you to use this service.

If you cannot get your money back, you can still report the scam, as well as get financial or emotional support.

You can also do the following to protect yourself in future; Only send money to someone you know Choose a password that is difficult to guess. Do not share it with others.

Vouchers and gift cards It is improbable that you will get your money back if you paid the scammer with gift vouchers.

Try not to give out the numbers on the back of a gift card or voucher to people you do not know.

Cyber Protection Advice Due to the coronavirus pandemic, more and more people do their shopping online, especially during Black Friday events, Cyber Monday events and the festive season.

Unfortunately, this makes people vulnerable to hackers, who carry out cyber-attacks. They will target both individuals and businesses with the following:   

email and website scams. malware – software which let the hacker gain access to your computer or damage your device.

Once hackers are able to access your device or online accounts, they could then access your money, your personal information, or information about your business. Often this information is sold on.

The following tips will help protect you against cyber-attacks: Email It is important to use a strong and separate password for your email so that it is harder to guess, because if a hacker is able to access your email, they can then:  

Reset your other account passwords Access personal information about yourself, or important information about your business.

Create strong passwords Of course, it can be hard to remember all of your passwords if you use a different password for each account. However, hackers rely on people being lazy and choosing the same password for all.

One way to create strong, memorable passwords is by using 3 random words, something like ColdSofaCloud. You can include numbers and special characters too.

Do not use words that can be easily guessed like your child or pet’s name.

Save your passwords in your browser You can save your password in your browser (for example Chrome, Safari, Edge) and the browser remembers your password for you.

This means:  

You no longer lose or forget your passwords You are protected against some cyber-crime, such as fake websites

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It is actually safer than if you use weak passwords, or use the same password for lots of things.

Turn on two-factor authentication (2FA) Even if hackers have managed to obtain your password, two-factor authentication (2FA) helps to prevent them from getting into your accounts.

Update your devices Software updates are there for a reason. They often fix security weaknesses and protect you from hackers. Ensure your software and operating systems are regularly updated.

Back up your data Create a copy of your important information and save it to another device or to online (cloud) storage. Back this copy up regularly so that there is always a recent version of your information.

Before you open the door to someone Are you expecting someone to come today?

Ask who it is before you open the door.

Inform the caller that you wish to see identification if you do not know them.

Never buy anything from them. Ask them to come back later.

Close the door if they are being too pushy!

Remember (name) when someone calls you Do not give out your bank details to the caller Do not give your bank card number to the caller Do not tell them your passwords.

There is no prize, free gift, or free holiday.

You haven’t won the lottery Your computer does not need fixing Hang up if you do not like what they are saying.

Scam mail card What you can do: √ Ignore any mail that you think is suspicious or throw it in the recycling after shredding or cutting up your name and address details. √ Never reply to mail that asks for money to claim a prize. √ Do not call any number on junk mail. √ Register with the Mail Preference Service on 020 7291 3310. This free service should limit the amount of unwanted mail. If you continue to receive junk mail throw it in the recycling making sure your address cannot be easily read.

Emotional Support Scams can have a negative impact on your physical and mental health, so If you have been scammed, or you are worried about scams, please be rest assured that help is available.

The following organisations offer support:

Victim Support Free, confidential help is available from their 24 hour support line, every day of the year.

Either call on 08 08 16 89 111 or email them at https://www.victimsupport.org.uk/help-and-support/get-help/supportline/email-supportline

The Samaritans If you are finding things particularly tough and wish to talk to somebody, the Samaritans are there for you. Their helpline is also open 24 hours a day, every day of the year.

Call for free on 116 123 Or email the Samaritans at jo@samaritans.org Alternatively, if you wish to speak to someone in person and a branch is open under current circumstances, you can find a branch of the Samaritans near you with this link: https://www.samaritans.org/branches/

How can you protect yourself from doorstep scams?    

Put up a deterrent sign. Put a ‘no cold callers’ sign up on your door or window, to deter them from knocking on your door.

Set up passwords for utilities. Anyone sent to your home from the utility company will use the password so that you can confirm they are legitimate.

Consider installing a video doorbell; these can start at around £50 and will put doorstep callers off ringing your doorbell.

Put a door chain on before you answer the door.

If someone does come to the door, it's important to remember the following:

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Be on your guard: always be suspicious of anyone turning up at the door uninvited – regardless of their story. Only let someone in if you're expecting them or if they are a family member, professional with identification or trusted friend. Never feel embarrassed about turning someone away because you are not sure.

Nominate a neighbour: if you have a relative or friend who lives close by, ask if they’d mind being on standby in case you get any suspicious callers on the doorstep. Before letting a stranger into your house, give your neighbour a call and ask them to pop round.

Don’t feel pressured. Scammers are very good at making you feel like you should do something but try not to sign a contract or hand over money at the door. Think about it first and talk to someone you trust.

Check the person’s credentials. A genuine person will not mind you doing so. However, don’t use the contact details they give you. Instead, check online or phone the company they represent.

Take a photo: if you’re suspicious, ask the caller if you can take their photo on your mobile phone. Then send it to a close friend or relative. If the caller is genuine, they probably won’t mind.

Don’t share your PIN. Never disclose your PIN number or let anyone persuade you to hand over your bank card or withdraw cash.

Call the police. Call the police non-emergency number 101 after they have gone if you believe their actions suspicious. But call 999 if you feel threatened or in danger.

How can you avoid phone scams and cold calls?

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The Telephone Preference Service is free to register with and it allows you to opt out of any unsolicited live telesales calls. You can also call them to register on 0345 070 0707. This ought to reduce the number of cold calls you receive but may not block scammers, who are sold information.

Talk to your phone provider to see what other privacy services and call-blocking services are available, such as caller display, incoming call blocking or filtering. You may need to pay for some of these services, but it could be worth it to be scam free.

If you use a smartphone, you are able to block unwanted numbers in your settings. But if you’re not sure how to do this, then seek help on how to do so from a trusted source.

It may be worth contacting local councils to see if call blocking products can be provided through their trading standards teams. Residents usually need to satisfy certain criteria to qualify for the devices, which are proven to block up to 98% of nuisance calls.

Ways to protect you while shopping or banking online      

Use online retailers with a good reputation as either high-street shops or established online stores.

Check the company’s full contact details. A genuine company will always display this information on its website.

Research the retailer on the internet to see if anyone has experienced problems with them.

You could use the same credit card for internet transactions only. Then if anything goes wrong, you can cancel this card and it won’t affect you purchasing essentials still.

If a deal looks too good to be true, it probably is. Certainly, be cautious of anything offered in an unsolicited email.

Always check the credentials of any company or legal professional you're unsure about.

How to avoid pension scams     

Talk to an adviser regulated by the Financial Conduct Authority (FCA) if you considering investing your pension pot.

Find an independent financial adviser through Unbiased.co.uk Check the FCA's register of firms, individuals or financial services Check the FCA's list of unauthorised firms and individuals Use the FCA's Warning List tool to check the risks associated with an investment opportunity Protect your bank accounts

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Be extremely wary of unsolicited phone calls, letters or emails from your bank or other financial institution asking you to confirm your personal details.

Regularly check your bank accounts and chase up any statements that you don’t receive in the post.

Before you dispose of any unwanted paperwork with your personal details on, shred it first, or tear it into tiny pieces. Fraudsters will go through the rubbish in your bin to obtain your details.

When you receive your bank cards always sign up to either: American Express Safe Key MasterCard Secure Code Verified by Visa Even if you do not wish to use your cards online, signing up to these helps protect you if your card or details are lost or stolen.

If you think someone is misusing your bank account details, report it to your bank immediately.

Reporting Scams Don't feel embarrassed if you have been scammed because scammers are very clever at what they do. Scams can happen to anyone.

However, if you have been scammed, please report it so that others may be warned, or so that there is a chance the culprits can be found.

If you are reporting the scam you should gather all of the details about it and send it online to Action Fraud (https://www.actionfraud.police.uk/reporting-fraud-and-cyber-crime) , the UK's national reporting centre for fraud. These details should include things like who it was you were in contact

with, including names, numbers and addresses if you have them; the reasons why you suspect it is a scam, any information you shared with the scammer, such as passwords, bank details. If you have paid any money out, you should give details on whether it was by credit card or bank transfer.

Action Fraud can get the National Fraud Intelligence Bureau to investigate scams. They'll also give you a crime reference number, which can be helpful if you need to tell your bank you've been scammed.

It's quickest to report a scam to Action Fraud online, but you can also report the scam by phone.

Action Fraud Telephone: 0300 123 2040

When to call the police The police need to be contacted immediately by calling 101 if:  

You know the scammer is in your area You've transferred money to the scammer in the last 24 hours

But If you feel threatened or unsafe, you must call 999.

There are other organisations you can also report your scam to, depending on what's happened.

Scam email Forward the email to report@phishing.gov.uk . It will go to the National Cyber Security Centre. They can use the information to prevent further abuse of the vulnerable.

Scammed through the post Royal Mail investigates postal scams and you can download a scam mail report from Royal Mail https://personal.help.royalmail.com/app/answers/detail/a_id/303 or call them and ask for a form.

You will get a pre-paid envelope.

Royal Mail Email: scam.mail@royalmail.com Telephone: 0800 011 3466 Calls are free from mobiles and landlines.

Scam advert online If you have been scammed by an online advert, or even if you see one, you are able to report this to the Advertising Standards Authority (ASA).

https://www.asa.org.uk/make-a-complaint/report-an-online-scam-ad.html

Scam involving financial services Any scam involving cryptocurrency, investments, insurance or pensions can be reported to the Financial Conduct Authority. https://www.fca.org.uk/consumers/report-scam-us However, if you think you've been unfortunate and transferred your pension, you ought to contact your pension provider immediately. Then get in touch with The Pensions Advisory Service. https://www.pensionsadvisoryservice.org.uk/contacting-us

Scammers imitating a company or person You can contact the real company or person to let them know their name is being falsely used.

A common imitation scam involves emails, texts or calls that seem to be from HM Revenue and Customs (HMRC), or Amazon. The HMRC scams might tell you about a tax rebate or ask for your personal information. Report these at: https://www.gov.uk/report-suspicious-emails-websitesphishing/report-hmrc-phishing-emails-texts-and-phone-call-scams