You may be a relative, friend, carer, colleague or professional. Your role is to help the person regain control—not to prove that you were right or take over every decision.
Begin without blame
Choose a calm moment and a private place. Start with what you have noticed: a payment, message, new contact or sudden change. Avoid words such as foolish, gullible or obvious.
Ask what happened and what the person needs now. Let them explain in their own order. They should not have to repeat the full story to earn help.
A useful opening is: “I am not here to judge you. Let us protect anything that may still be at risk.”
Deal with what cannot wait
Check whether money is moving or contact is continuing. Someone may still have access to an account or device. Help the person reach the bank, provider or police through a route you checked yourself.
Do not contact or confront the suspected scammer. Do not pay a recovery fee or give a new helper remote access.
Call 999 when there is immediate danger. Urgent protection comes before a detailed explanation or complete evidence record.
Support choice and control
Explain the options in small steps. Ask before reading messages, using a device, speaking for the person or sharing their information.
You can sit beside them during a call, help write a timeline or take notes with permission. Agree what you will do, what they will do and when you will check back.
Strong feelings do not remove a person’s right to make choices. Shock, shame, grief or fear may affect what feels possible, so a pause or another conversation may help.
Notice when more help is needed
Some people need more support because of stress, illness or disability. Memory, communication needs or a difficult life event may also matter. These factors do not define the person. They do not prove that the person cannot decide.
Use clear words, one question at a time and information in a form the person can use. A trusted advocate, carer or professional may help them understand the options.
Threats, force, repeated loss or care needs may create a risk of abuse or neglect. Contact the right safeguarding service. The NHS explains how to raise concerns about an adult at risk. Concerns about a child can go to children’s social care, the NSPCC or police.
Stay with the recovery
The first call may not finish the problem. Help keep reference numbers, agreed actions and dates together. Check whether accounts are secure and whether more contact has arrived.
Offer practical support without making promises about repayment, investigation or recovery. Victim Support, Victim Support Scotland and Victim Support NI provide independent routes for people affected by crime.
Supporting someone can also be upsetting. Share the task with suitable services, protect private information and seek support for yourself when you need it.
Guided route 3 · Step 5 of 5
You have reached the end of this route
Return to the route overview or browse the full Guidance Library.