Protect money, accounts, devices and personal safety first. The records may help a bank, platform, police service or support group understand what happened. They should never delay an urgent action.
Safety comes first
End unsafe contact. Do not make another payment, follow another instruction or allow more access just to see what happens next.
If money may still be moving, contact the bank or payment provider through a number or service you already trust. MoneyHelper advises contacting the bank or card provider immediately when a scam may involve a payment.
Call 999 if someone is in immediate danger or a crime is happening now. These actions matter more than making a complete record.
Keep the factual core
Keep the messages, emails, letters, adverts, profiles and website addresses that formed the contact. Record usernames, telephone numbers and account names exactly as shown.
Keep payment confirmations, receipts, bank references, wallet addresses and transaction IDs. Record the date, time, amount and payment method.
Note what you shared or allowed. This may include personal details, card information, passwords, security codes, identity documents, remote access or a downloaded file.
You do not need perfect recall. A short factual record is more useful than filling gaps with guesses.
Capture what may change
Take clear screenshots of messages, profiles, adverts and payment details. Save web pages that may be edited or removed. Include the date, sender and full address when possible.
Do not crop away details that show where an item came from. Keep the original email or message as well as the screenshot when it is safe to do so.
A simple timeline can connect the records: first contact, important claims, actions taken, payments, account changes and later contact. Keep any reference numbers supplied by banks, platforms or police.
Do not investigate the scam
Do not reply, bargain, threaten or pretend to continue. Do not click a link again, download a file, enter an account or try to trace the person yourself.
Do not ask someone else to contact the account for you. Further contact can create more risk and may warn the person controlling it.
Keep records securely. Do not post private messages, payment details or identity documents online. Share only what the organisation handling the matter needs.
Use the record
Give each organisation the part it needs. A bank needs payment and account facts. A platform needs the profile, message, advert or listing. A police report needs the sequence, loss and known contact details.
Report Fraud accepts reports of fraud and cyber crime in England, Wales and Northern Ireland. It provides a reference number after a report. If you live in Scotland or the crime happened there, contact Police Scotland on 101.
Keep copies of what you send. Add each reply or reference to the timeline. The record can support later reports, complaints and recovery. The whole story will not need to be rebuilt each time.
Guided route 3 · Step 1 of 5
Continue your route
The next guide follows directly from this one.