Spotting scams: parcel texts, fake refunds and courier fraud
Last checked November 2026. Offers and rules change: confirm with the provider before you rely on them.
Almost every scam relies on the same three things: a message out of the blue, a reason to hurry, and a request for money or personal details. If you learn to pause when those three appear together, you will stop most scams before they start.
The scams aimed at shoppers
Parcel-delivery texts and emails
A text says a parcel could not be delivered and asks you to tap a link to rearrange it, often for a small "redelivery fee". The link leads to a fake copy of a courier or postal website that collects your card details. Sometimes a caller pretending to be your bank rings a day or two later, armed with what you typed in.
What to do: do not tap the link. If you are expecting a parcel, go to the retailer's website and check the tracking from your order there.
Fake refund calls and messages
Someone claiming to be from a retailer, an energy firm, the tax office, your broadband provider or "the refunds department" says you are owed money. To pay it they need your card details, or ask you to install a program so they can "help". In a common version they pretend to have refunded too much and beg you to send the difference back.
What to do: hang up. Nobody needs remote access to your computer or phone to give you a refund.
Courier fraud
A caller says they are a police officer or from your bank's fraud team. They say your account or card has been compromised and ask you to help an "investigation" by withdrawing cash, buying gold, jewellery or gift cards, or handing over your card and PIN to a courier who will call at your home.
"Hi Mum" and family-in-trouble messages
A message from an unknown number claims to be a son, daughter or grandchild with a new phone who urgently needs money. Ring the person on the number you already have before doing anything.
Fake shops and doorstep callers
Fake websites are covered in online shopping safety, and people who knock offering roofing, driveways or garden work in doorstep selling rights.
Stop, check, then decide
- Stop. A genuine organisation will not mind you taking time.
- Check. Contact the organisation yourself, using a phone number from a bill, your bank card or its official website, not one given in the message or by the caller.
- Talk to someone. Scammers often tell you to keep it secret. Telling a relative or neighbour breaks the spell.
How to report a scam
| What happened | What to do |
|---|---|
| You have paid money or given bank details | Ring your bank immediately on the number on your card, or dial 159 |
| A suspicious text message | Forward it free to 7726 |
| A suspicious phone call | Text the word "Call" followed by the caller's number to 7726 |
| A suspicious email | Forward it to [email protected] |
| You have lost money or been targeted (England, Wales, Northern Ireland) | Report Fraud: 0300 123 2040 or reportfraud.police.uk |
| You have lost money or been targeted (Scotland) | Police Scotland on 101 |
| A crime is happening now or you feel threatened | Dial 999 |
159: the bank hotline
159 is a short phone number run by Stop Scams UK, a group of banks, phone companies and technology firms. If someone contacts you claiming to be from your bank, or you are being asked to move money, hang up and dial 159. It connects you to your own bank's genuine customer service line. Most major UK banks and building societies take part; the current list is on the Stop Scams UK website. If your bank is not on it, use the number on the back of your card.
7726: reporting texts and calls
7726 spells "SPAM" on a phone keypad. Forwarding a scam text to it is free and tells your mobile network, which can block the sender. Ofcom, the communications regulator, has step-by-step instructions for different phones on its 7726 page.
Report Fraud (formerly Action Fraud)
Report Fraud is the national reporting service for fraud and cyber crime in England, Wales and Northern Ireland. It replaced Action Fraud in December 2025 and kept the same phone number, 0300 123 2040. You can also report online at reportfraud.police.uk. In Scotland, report to Police Scotland on 101.
If you have been caught out
It happens to clever, careful people every day; scammers are professionals. Act quickly and without embarrassment:
- Ring your bank first. Banks can sometimes stop or recover a payment if told quickly, and there are reimbursement rules for many bank-transfer scams; see paying safely online.
- Change the passwords on your email and banking. Passwords made simple shows how.
- Report it using the table above.
- Be alert for "recovery" scams: follow-up calls offering to get your money back for a fee. They are often the same criminals.
If the experience has shaken you, Citizens Advice and Age UK can both offer support, and your GP can help if it is affecting your sleep or wellbeing.
Common questions
Has Action Fraud closed?
It has been replaced by a new service called Report Fraud, which launched in December 2025. The phone number, 0300 123 2040, is unchanged.
Does it cost anything to forward a text to 7726?
No. It is free on the UK mobile networks that take part, which covers most providers. If it does not work, ask your provider how to report.
How do I cut down nuisance calls on my landline?
Ask your phone provider what call-blocking it offers and consider a call-blocking handset; our guide to big button phones covers the features to look for. Changes to landlines are explained in the digital switchover guide.
The caller knew my name and address. Does that mean they are genuine?
No. Names, addresses and even part of a card number can be bought or pieced together. Knowing facts about you proves nothing.