In short
- Scammers can copy a voice from as little as three seconds of audio, so a familiar voice is no longer proof of who is calling.
- Agree a family safe phrase, and if a call feels wrong, hang up and call back on a number you already know.
- Banks and the police will never ask you to move money to a "safe account".
- If you've paid, call your bank on 159 straight away, then report it to Report Fraud or, in Scotland, Police Scotland.
On this page
The phone rings. It sounds exactly like your grandson, and he's frightened. He's been in an accident, or arrested, or lost his wallet abroad, and he needs money now. Please don't tell Mum and Dad.
Except it isn't him. It's a computer copying his voice.
This guide explains how these scams work, how to spot them, and what to do. It's written for anyone who might get a call like this, and for the family members, carers and community groups who support them. You can print it and share it.
What is voice cloning?
Artificial intelligence (AI) tools can now copy a person's voice and make it say anything. Starling Bank and Surrey Police both warn that a voice can be copied from as little as three seconds of audio. That could come from a video on social media, a voicemail greeting or a short phone call.
Most people can't tell the difference. In 2024, Ofcom found that 43% of people aged 16 and over had seen a deepfake in the previous six months, but only 9% felt confident they could spot one.
What these scams sound like
- A family emergency. A call, voicemail or voice message from a "relative" who is in trouble and needs money quickly. They often ask you to keep it secret.
- Your bank or the police. A caller says your account is at risk and you must move your money to a "safe account", or help with an investigation.
- A survey or "wrong number" call. In February 2026, National Trading Standards warned about cold calls dressed up as lifestyle surveys. The callers record people's voices and personal details, then use them to impersonate them, for example to set up direct debits. Older people are the main target.
- At work. A message that sounds like a manager asking for an urgent payment. In 2024, the engineering firm Arup confirmed that an employee in Hong Kong paid out millions after a video call with deepfake versions of senior colleagues.
Warning signs
- Urgency. You're told to act right now, before you have time to think or check.
- Secrecy. "Don't tell anyone." Real emergencies rarely need to be kept secret from the rest of the family.
- Unusual payment requests. A bank transfer to an account you don't know, gift cards, cryptocurrency or cash handed to a courier.
- Pressure to stay on the line. The caller doesn't want you to hang up and call back.
- A number you recognise. This doesn't prove anything. Ofcom warns that scammers can fake the number that appears on your phone. This is called number spoofing.
Five ways to protect yourself and your family
1. Agree a family safe phrase
Choose a word or phrase that only your close family knows. If someone calls asking for help, ask for the phrase. A cloned voice won't know it. Starling Bank's Safe Phrases campaign, which supports the government's Stop! Think Fraud campaign, recommends this, and so does Surrey Police.
- Pick something memorable but not guessable. Avoid pet names or birthdays that appear on social media.
- Agree it in person, and never send it by text, email or social media.
2. Hang up and call back
If you're unsure, end the call. Then contact the person or organisation using a number you already know, such as one saved in your phone, on your bank card or on an official website. Never use a number the caller gives you.
Scammers sometimes keep a landline connected after you hang up. Cumbria Police advises waiting at least five minutes before making the call, or using a different phone.
3. Stop, challenge, protect
The national Take Five to Stop Fraud campaign puts it simply:
- Stop. Take a moment before you share information or send money.
- Challenge. Could it be fake? It's OK to reject, refuse or ignore any request.
- Protect. Contact your bank straight away if you think you've been scammed.
4. Be careful what you share
The less of your voice that's publicly available, the harder it is to copy. Consider making social media accounts private, and think twice before posting videos or voice notes publicly. If you get an unexpected "survey" call asking lots of personal questions, it's fine to say no and hang up.
5. Talk about it
Scammers rely on people feeling embarrassed or alone. Talk to family and friends about these scams, especially older relatives. A two-minute conversation about a safe phrase could save thousands of pounds.
If you get a suspicious call
If you've already paid or shared details
Contact your bank immediately, using 159 or the number on the back of your card. The sooner you act, the better the chance of stopping the payment.
Since 7 October 2024, banks must usually refund victims of this kind of fraud (called "authorised push payment" fraud) up to £85,000. You need to make a claim within 13 months of the payment, and banks should normally repay within 5 working days. They can take up to 35 days if they need to investigate.
Then report it:
- England, Wales and Northern Ireland: Report Fraud, the national fraud reporting service, at reportfraud.police.uk or on 0300 123 2040. Report Fraud replaced Action Fraud in December 2025.
- Scotland: Police Scotland on 101.
- If you're in danger or a crime is happening now: call 999.
Useful numbers
| Who | What for | Number |
|---|---|---|
| 159 | Reach your bank's fraud team safely (most major UK banks) | 159 |
| Report Fraud | Report fraud in England, Wales and Northern Ireland | 0300 123 2040 |
| Police Scotland | Report fraud in Scotland | 101 |
| Scam texts | Forward suspicious texts for free | 7726 |
| Citizens Advice consumer helpline | Advice on scams (England and Wales) | 0808 223 1133 (Welsh: 0808 223 1144) |
| Advice Direct Scotland | Consumer advice in Scotland | 0808 164 6000 |
| Consumerline | Consumer advice in Northern Ireland | 0300 123 6262 |
| Age UK Advice Line | Free advice for older people, 8am to 7pm, every day | 0800 678 1602 |
| The Silver Line | Free friendship and support for people aged 55 and over, 24 hours a day | 0800 4 70 80 90 |
159 covers customers of almost all UK current accounts. Check the Stop Scams UK website to confirm your bank takes part.
For community groups, carers and families
- Have the safe-phrase conversation. Family gatherings, coffee mornings and community sessions are good moments to suggest it.
- Print this guide and leave copies where people will see them.
- Book free scam-awareness training. Friends Against Scams, run by National Trading Standards, offers free sessions in person and online at friendsagainstscams.org.uk.
- Get Online Week (19 to 25 October 2026), run by Good Things Foundation, is a good time to run a session on staying safe online.
Mission Pointers runs practical community sessions on AI, digital confidence and online safety with local organisations. Get in touch if you'd like to run one for your group.
Sources
- Starling Bank, Safe Phrases campaign (September 2024)
- Surrey Police, AI and deepfakes leaflet (November 2025)
- Ofcom, Deepfakes: demean, defraud, disinform (July 2024)
- Ofcom, How to protect yourself from scam calls, texts and messages
- National Trading Standards, Phone scams take sinister twist as victims' voices cloned (February 2026)
- Take Five to Stop Fraud, general advice
- Cumbria Police, warning after rise in courier fraud reports
- Payment Systems Regulator, APP fraud reimbursement protections
- GOV.UK, Report Fraud: new service from City of London Police
- Stop Scams UK, 159
- Citizens Advice, consumer helpline
- Age UK, Advice Line and The Silver Line
- Good Things Foundation, Get Online Week