Online Fraud Reporting and Remediation Checklist

Online fraud requires fast action on multiple fronts at once. Use this checklist in the first 48 hours after realising you have been defrauded.

First hour — stop the bleeding

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Phone your bank fraud team immediately to freeze accounts and report
Most banks have 24/7 fraud lines on the back of your card.
Block any cards that may have been compromised
Change all passwords on online banking, email, and high-value accounts
Enable two-factor authentication on all critical accounts
Don't click any further links from the suspected fraudster
Don't engage further with the fraudster — they may use the conversation to commit further fraud

First 24 hours — report

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Report to Action Fraud at actionfraud.police.uk or 0300 123 2040
You get a reference number — needed for many subsequent steps.
Report to bank fraud team in writing (email) summarising what happened
Report to the platform where the fraud occurred (eBay, Facebook Marketplace, dating site)
Report any compromised email account to the email provider (Gmail, Outlook, Yahoo)
Report to CIFAS for protective registration if identity was stolen (£25/2 years)
Get a Subject Access Request to the fraudster's service or platform

Evidence preservation

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Screenshot all messages from the fraudster (before they're deleted)
Print or save emails (download as PDF)
Save records of all transactions — date, amount, recipient
Record date and time you realised the fraud
Don't delete anything — even if it seems incriminating to you
Make a chronology of events from initial contact to detection

Money recovery

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For APP fraud since October 2024 — your bank must reimburse within 5 business days under PSR rules
Up to £85,000. Vulnerable customer protection applies.
For card transactions — chargeback through your card issuer
For credit card transactions of £100-£30,000 — Section 75 claim against your card issuer
If bank refuses reimbursement, escalate to Financial Ombudsman Service within 6 months
For cryptocurrency — limited recovery options, but report to crypto exchange
For investment fraud — contact FCA, MoneyHelper, and consider civil recovery solicitor for large amounts

Identity protection

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Check credit reports at all three agencies (Experian, Equifax, TransUnion)
Free statutory credit reports available.
CIFAS protective registration if identity stolen (£25/2 years)
Cancel any cards issued in your name without authorisation
Notify any company where unauthorised accounts opened
Change your phone number if it has been used in the fraud
Consider changing email address for sensitive accounts

Support and follow-up

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Get support from Victim Support (0808 168 9111, free, 24/7)
For investment fraud — Action Fraud and Veteran specialist firms
Document any psychological impact for compensation
Monitor bank statements daily for 6 months for further unusual activity
Update friends and family in case the fraudster is using your identity to contact them
Consider CIFAS unprotected registration if identity remains at risk

Helpful organisations

Citizens Advice

Charity

Provides free, confidential, and independent advice on a wide range of issues including benefits, housing, debt, and employment.

Visit website 0800 144 8848

Related guides

Recovering Money Lost to Online Fraud

Online fraud — including investment scams, romance fraud, purchase scams, and impersonation — costs UK victims billions of pounds annually. New rules from the Payment Systems Regulator (PSR) introduced in 2024 require banks to reimburse most victims of Authorised Push Payment (APP) fraud, significantly improving your chances of recovery.

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Action Fraud Reporting and Recovery

Action Fraud is the UK's national reporting centre for fraud and cybercrime, operated by the City of London Police. Reporting fraud is the first step towards a police investigation and towards recovering money. You should also report to your bank as quickly as possible — banks have fraud prevention teams and can sometimes reverse fraudulent transactions.

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Scam Recovery and Bank Reimbursement

If you were deceived into sending money to a fraudster by bank transfer — known as Authorised Push Payment (APP) fraud — new rules introduced by the Payment Systems Regulator (PSR) in October 2024 require most UK banks to reimburse you up to £85,000. This represents a major improvement in consumer protection. This guide explains how the reimbursement scheme works, what you need to do, and what to do if your bank refuses to pay.

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Authorised Push Payment Fraud: The October 2024 Reimbursement Rules

Authorised Push Payment (APP) fraud is the biggest single category of financial crime in the UK. Until October 2024 reimbursement was patchy — voluntary CRM Code, varying bank policies, refusals on technicalities. The Payment Systems Regulator's new rules from 7 October 2024 made reimbursement mandatory for almost all consumer APP fraud, with a £85,000 cap and a 5-day decision window.

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Section 75 Consumer Credit Act Claims

Section 75 of the Consumer Credit Act 1974 is one of the most powerful consumer protection tools available to UK shoppers. It makes your credit card company jointly and equally liable with the seller if the seller breaches the contract or makes a misrepresentation — meaning you can claim a refund from your bank even if the retailer has gone bust, is unresponsive, or refuses to help. Understanding how to use this right can recover hundreds or thousands of pounds.

8 min

Chargeback Claims

Chargeback is a process that allows you to ask your bank or card issuer to reverse a payment you made by debit or credit card where the transaction has gone wrong. It is a card scheme rule — part of the terms under which Visa, Mastercard, and American Express operate — rather than a statutory right. Despite this, it is a practical and effective route to recovering money for goods not delivered, services not provided, and fraudulent transactions.

7 min

Disclaimer

This information is for general guidance only and does not constitute legal, financial, or professional advice. Always check official sources and seek qualified help where needed.