What are scams?

Scams happen when criminals convince you to knowingly and willingly part with your money, making it very hard to get it back.

Protecting yourself from scammers

Check that the person you’re planning to pay is really who they claim to be. And check that any goods or services are legitimate.

We’ll never ask you to:

  • Give us your full one-time code or card reader code.

  • Transfer your money to a safe account.

  • Log directly into the Internet Bank via a link in an email, text or social media message.

  • Use, re-enable or re-sync your card reader over the phone.


  • Be rushed – a genuine organisation won’t mind waiting.

  • Assume an email request, text, or phone call is genuine.

  • Click on a web link in an email or text if you’re not sure it’s from a genuine person or company. Find out how to spot a phishing email

  • Disclose security details like your PIN or generated card reader code.

You should always:

  • Listen to your instincts – you know if something doesn’t feel right.

  • Stay in control – don’t panic and make a decision you’ll regret.

  • Be prepared to say no – if you’re at all unsure about something you’ve been asked to do, stop and contact us or the organisation directly.

Check a payment with us

We’re on hand to talk to when you’re not sure about a payment to someone in the UK from your current account.

If you call us or come into branch, we’ll ask you about the payment, check the details and tell you if we’re worried it’s a scam. Unless we told you not to make the payment, we’ll give you back every penny if it turns out to be a scam. This is our Scam Protection Promise.

Just call us any time on 0800 030 40 57 or come into your local branch.

The payments covered by our Promise are:

  • Faster Payments

  • CHAPS payments

  • electronic payments between Nationwide accounts.

The Promise does not cover:

  • cash withdrawals

  • cheques

  • card payments

  • overseas payments through SWIFT and SEPA.

Types of scam

Safe account scams

Someone calls saying they’re from a trusted organisation, like a bank, building society, or the police.

They explain your money is at risk – that a security breach has affected your account.

They reassure you that your money will be protected if you move it now to a ‘safe account’ they’ve set up for you.

It’s you who moves that money, not them. And it’s money you’ve lost for good.


Never act on a call out of the blue and transfer money at the request of a caller. A genuine organisation would never ask you to do this.

Refund overpayment scams

Someone calls saying they’re from a broadband or telecoms provider. You may even hold an account with them. They say there’s an issue with your computer and can fix it if you give them remote access (access your computer from their location). They’ll tell you there’s compensation for the inconvenience, and will ask you to log in to your internet bank.

At this point, they claim to have made a mistake and paid you too much. What they actually do is transfer money from your savings account to your current account. It looks like a refund has credited your current account. You won’t know this, though, and they’ll ask you to transfer the overpayment of the ‘refund’ back to them.

Next thing you know, you’re using your security details to send your money to them. And just like that, a large sum of your money is gone.


Don’t get rushed into allowing remote access. Be sure who you are dealing with. Never log in to your internet bank account while someone has remote access to your device.

Investment scams

Someone will contact you, trying to get you involved with investments that will make you money. They may ask you to invest in something like wine, diamonds or alternative energy.

But there is no investment opportunity, and you will lose any money you transfer to them.


Use the Financial Conduct Authority’s ScamSmart website (opens in a new window). It has a warning list for you to check the risks of a potential investment. You can also check whether companies are known to be operating without authorisation.

Online purchase scams

You find a real bargain online, like a car, mobile, or concert tickets. The seller wants you to use a different, less secure payment method, than the one the website advises. It’s a method that won’t protect you if things go wrong.

You’ve been emailing the seller all along, so you believe everything should be fine. But as soon as you’ve moved the money from your account, the emails from the seller stop. And that bargain you set your heart on never turns up.


Always use a reputable website or app to buy goods. For more expensive purchases, make sure you see what you’re buying before parting with any money.

Email hack scams

You have a genuine relationship with a person or company like a builder or a solicitor.

You get an email from them saying that you need to make a payment. It may tell you that their bank details have changed. You’re expecting to pay them, so you think nothing of it and make the payment.

You later discover that the request was fraudulent. Often, this is because someone has hacked the person’s or company’s email address or database.


Fake invoices sent over email can be very convincing. If you receive a request for payment, always get in touch using the original contact details you have. Make sure it’s a genuine request before transferring any money.

Rogue trader scams

Someone who looks like a tradesperson comes to your home and tells you urgent work needs to be done (like to your roof or driveway). This work may not even be necessary.

Typical scam outcomes are they:

  • Overcharge you for their work.
  • Convince you to make full payment for partially completed work or materials.

You pay them and never see them, or your money, again.


Don’t feel rushed to get work done by someone knocking on your door. Take your time, do your research, and get several quotes before making any decision.

Advance fee scams

Someone will contact you about a loan you’ve been interested in, goods, or a lottery win. They’ll ask you to pay an upfront fee before releasing the item to you.

You make the payment but never get what they promised.


If something sounds too good to be true, it probably is. Always do some research into whether any offer you’ve got is genuine.

Romance scams

You meet someone new online. But can you be sure they are genuine?

Maybe they’re in another country and say they need financial help to:

  • Care for someone close to them.
  • Avoid persecution.
  • Cover travel expenses to visit you.

They’ve earned your trust. You’ve developed strong feelings. What’s to stop you transferring large sums of money to them? And how would you feel if you never heard from them again immediately afterwards?


Keep conversations through a reputable dating agency. Never send money to or receive money from someone you’ve only ever met online.

Courier scams

Someone calls you claiming to be from your building society or bank, or the police. They might claim there’s an issue with your bank account, or ask for your help with a bank or police investigation.

As part of a fake investigation, you may be asked to take out money or to buy something. The person is just tricking you into giving them money or goods.


Do not give out details, like your card number or PIN. Never take out money or buy goods for someone who claims it’s for an investigation. A genuine organisation would never ask you to do this.

Money mule scams

Sometimes people unknowingly help criminals move stolen money. They effectively become ‘money mules’.

You’ll see what looks like a genuine job advertised online, by email or on social media. It seems like a great chance to earn money for a few hours of work a week. But any money you receive could be from the proceeds of crime.

If you get involved, it could result in a criminal prosecution or your bank freezing your account. This could make banking and getting credit difficult for you in future.


A genuine company will never ask you to use your bank account to transfer their money. Don’t accept any jobs that ask you to do this. Be especially cautious of job offers from people or companies overseas. This makes it harder for you to find out if they are genuine.

Take Five to Stop Fraud

Nationwide supports the industry fraud awareness campaign Take Five. It offers straightforward and impartial advice to help everyone in the UK protect themselves against financial fraud.

Building digital awareness

It's important to know what to look out for when managing your money online. Our digital awareness video teaches you the common tricks scammers use.

How to report fraud or a scam

Report current account fraud immediately

24 hours a day, 7 days a week.

Report credit card fraud immediately

24 hours a day, 7 days a week.

How to report a suspicious message

Suspicious messages

Help us stop fraud. Report suspicious emails, texts and messages to: phishing@nationwide.co.uk

We don't reply to every email but review all the messages we receive. This information helps us to stop crime. Thank you.

To report a suspicious text from another organisation you can forward the text to 7726.

Our partners

Victim Support

Our partnership with this independent charity supports customers who've been a victim of fraud or a scam. They offer a tailored service to meet your individual needs. It's free, non-judgemental and confidential. And they will help you for as long as you need.

The Nationwide Fraud team will refer you for further support if you need it.

Independent Age

We’re working together to support members over the age of 65 who are at risk of, or have fallen victim to, fraud and scams.

Independent Age helps with a range of issues that can affect people in later life. If you, or someone you know, have lost money, need emotional support or help managing finances, get in touch. You can also download their Scamwise guide.

More help and information

Action Fraud is the UK's national fraud reporting centre. You can call them on 0300 123 2040 or visit the Action Fraud website (opens in a new window).

For more information on scams, download our Pocket Guide - How to spot a scam - PDF 123KB (opens in a new window).

Independent Age has partnered with us to support older people who are at risk of, or have fallen victim to, fraud and scams. For more information on how they can support, call the helpline on 0800 319 6789 or visit the Independent Age website (opens in a new window) to read the scamwise guide.