Bank phone call scam
Bank phone call scam: what real banks will not ask you to do
Scam callers often pretend to be from your bank, fraud team or security department. Their aim is to make you feel rushed enough to move money, share codes or ignore your normal checks.
If a caller says they are from your bank
Pause before acting. A real bank will not ask you to move money to a “safe account”, share a one-time passcode, or keep the call secret.
- Do not move money because a caller tells you to.
- Do not share one-time passcodes or full security details.
- Do not install remote-access apps.
- Hang up and contact your bank using a trusted route.
- In the UK, 159 can connect many customers to their bank safely.
Common warning signs
Bank impersonation scams often use urgency, authority and fear to push you into acting quickly.
They say your money is at risk
The caller may claim your account has been hacked and you need to move money quickly.
What to doThey ask for codes or passwords
One-time passcodes, PINs and full security details should not be shared with callers.
What banks will not askThey tell you to keep quiet
Scammers may tell you not to speak to family, staff or another bank employee.
Pause and checkWhat a real bank will not ask you to do
If a caller asks for any of these, treat it as a serious warning sign.
Move money to a safe account
Scammers often use this phrase. Your bank will not ask you to transfer money to protect it.
Share a one-time passcode
Codes are used to approve logins, payments or account changes. Do not share them with callers.
Install remote access software
Do not give a caller control of your phone, tablet or computer.
Lie to bank staff or keep the call secret
Pressure and secrecy are common scam tactics. Slow down and check independently.
Step-by-step guidance
If something feels wrong, stop the call and use a trusted route. You do not need to prove anything to the caller.
End the call
Hang up. Do not press buttons, follow instructions or stay on the line because the caller sounds official.
Contact your bank safely
Use your banking app, the number on your card, or the bank’s official website. In the UK, 159 can also connect many customers to their bank safely.
Tell the bank what happened
Explain what the caller asked you to do and whether you shared any details, codes or payment information.
Check recent activity
Look for payments, new payees, account changes or messages you do not recognise.
Change passwords if details were shared
If you shared login details or security information, change passwords from the official website or app.
Watch for follow-up scams
Scammers may call again pretending to be from your bank, the police, a refund team or a recovery service.
If you already moved money or shared details
Act quickly using official routes. The right next step depends on what happened.
I sent money
Contact your bank or payment provider quickly and ask what can be done.
Read the money guidanceI shared a password
Change the password from the official website or app and check account activity.
Read the account guidanceI clicked a link
Close the page, check what you entered and secure any accounts involved.
Read the link guidanceWant printable scam-safety checklists at home?
The UK Scam Safety Toolkit gives you practical checklists and action sheets to keep at home, including steps for suspicious messages, bank calls, online shopping scams and family conversations.
Keep the 10-second scam check nearby
The safest step is often a pause. Download the free Cleverways guide and keep a simple check nearby for suspicious calls, messages and payment requests.