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If you give a caller www.clearscore.com as a referral, what other referral should you give them as it ties in with the credit report?
CIFAS.
If a caller is unsure if an investment is genuine, where should you direct them to find out before we take a report?
What is the minimum amount of referrals you should be providing each caller (if possible)?
Three referrals as a minimum.
Are you allowed to provide advice or websites that are not available on AXP?
Absolutely NOT.
We can only provide the referrals on AXP, as they have been vetted by the police and are safe to use/provide.
If you provide caller's with unvetted advice, you could end up as the reason the caller is a repeat victim.
You should also never use google or your own device to find unvetted referral information, this would be a breach of security.
Why do you think providing accurate advice is important for the callers we speak to?
Prevents the caller from being a repeat victim
Provides reassurance to the caller that there is something they can do to try and resolve the issue and stop it from happening again
Shows you have actively listened to the situation they have explained to you
Avoids them wasting their time trying to resolve the issue with organisations that cannot help in the first place.
If someone has paid a contractor to do work on their property (which they completed) but now the caller is unhappy with the work done, do we take a report and what main referral should we direct the caller to?
No report is required and direct to CACS for further guidance/report to TS.
Why do we provide ID theft referrals when an account or device has been hacked into?
The hacker will be able to see any details linked to the account which could potentially lead to ID theft.
If a caller’s online account has been hacked into, what advice would you look to provide?
Make the account provider aware to see if they can help access be regained.
Clearscore
CIFAS
Stop! Think Fraud
NCSC
Haveibeenpwned
Victim Support
Who are the NFIB?
The National Fraud Intelligence Bureau (NFIB) are a team who sits alongside Action Fraud within the City of London Police. The NFIB are responsible for assessing the reports and ensuring that fraud reports reach the right place.
We are not part of the NFIB, or COLP. Be mindful that you work for CONCENTRIX, not Action Fraud, NFIB or the police. We should never tell a caller or anyone that we work for the police etc. - as we don't. We simply take the reports on the police's behalf and we are not police officers.
In this scenario, what is the fraud type and what is all of the advice would you give?
The caller found a flat for rent, advertised on Facebook Marketplace. The caller and suspect exchanged messages and at some stage, the caller sent a deposit to the suspect via bank transfer along with a copy of the passport and driving license. The suspect provided the caller with a date to move in but when the caller arrived at the property, realised it was not for rent, and they had been scammed.
Block the suspect and stop all contact
Report the ad to FB directly (in the hopes it will be taken down)
Contact the bank to try and recover the funds
Which consumer rights scams website
Financial Ombudsman Service (incase the bank refuses to refund)
HM passport office number
Stop! Think Fraud
DVLA website
Clearscore
CIFAS
Shelter
Victim Support
In this scenario, what is all of the advice would you give?
The caller received a phone call from someone pretending to be O2. The caller provided their full name, DOB, address including postcode and bank details. The caller then received a phone which wasn’t the one they were expecting. The suspects contacted the caller and requested they send it on to another address, which the caller did. Since then, the caller has received letters regarding a phone contract they have no knowledge of and thanking the caller for joining them. The caller contacted the network provider who asked the caller to contact AF. The caller has also noticed a DD has been sent to the network provider for the phone contract.
TPS – It started with a suspicious phone call. TPS can help to stop calls like this coming through to either the caller's landline or mobile number.
7726 - If the caller has the number the suspects used, they can forward the number to 7726 by texting the word ‘CALL’ followed by the scam number, free of charge. Their network can then block the number on their network and pass it to the regulators to block it on every network.
Clearscore – Caller has provided all personal information. Clearscore can help the caller to find out if anything else has been applied for using the personal details. If there have been other applications made, the caller can come back to us to report.
CIFAS – Again, the caller has provided all personal information. CIFAS can apply a protective warning to the credit report, so any company checking the report will know they have been a victim of fraud/ID theft and potentially decline any applications they receive or check with the caller whether it was genuinely them who applied before accepting.
Contact the network provider – A phone contract was taken out using the caller's details. The caller will need to provide the reference number for their report with AF to the network provider the suspect has used to resolve the issue.
Contact the bank – A DD was set up as the caller provided all bank details to the suspect. The caller will need to contact the bank to let them know what has happened and get it cancelled.
Stop! Think Fraud – Something handy for the caller to have and look at if they get some time to do so with a huge amount of advice and support.
In this scenario, what is all of the advice you would provide?
The caller received a call from someone claiming to be Microsoft. The suspect tells the caller hackers are using their IP address, and they need to help them remove them off their computer. The suspect requests the caller download Any Desk which the caller does and provides a code to the suspect to allow them access to their computer. The caller notices lots of things flashing up on the screen whilst the call with the suspect is ongoing. Later in the day the caller speaks to their family who advises it is a scam and the caller contacts us as they do not know what to do.
Disconnect from internet and switch off computer – It's best the caller does this to stop any access to the computer if possible. The caller will then need to take it to a computer specialist to be checked and any malware removed. Once the caller has been told it’s safe to use it, the caller can use it as normal.
Change all passwords – The caller will need to change all passwords to any accounts to be on the safe side as there is a risk the suspect has managed to acquire these.
TPS - It started with a suspicious phone call. TPS can help to stop calls like this coming through to either the caller's landline or mobile number.
7726 - If the caller has the number the suspects used, they can forward the number to 7726 by texting the word ‘CALL’ followed by the scam number, free of charge. Their network can then block the number on their network and pass it to the regulators to block it on every network.
Clearscore – The suspect has been able to access all the caller's information on the computer. Clearscore can help the caller to find out if anything has been applied for using the personal details. If there have been any applications made, the caller can come back to us to report.
CIFAS – Again, the suspect has been able to access all the caller’s information on the computer. CIFAS can apply a protective warning to the credit report, so any company checking the report will know they have been a victim of fraud/ID theft and potentially decline any applications they receive or check with the caller whether it was genuinely them who applied before accepting.
Contact the bank – If the caller has banking information or online banking on the device, they will need to let the bank know so they can keep their accounts safe.
NCSC – There is various cyber security advice on this website. There are step by step guides on creating strong passwords and setting up 2FA for example.
Stop! Think Fraud.
If your callers tax rebate has been taken by a third party without permission, which 2 referrals can help the caller potentially try to get the money back from HMRC?
Civil legal advice or the Citizen's Advice Bureau.
If a callers business has reported a cyber attack which has led to a significant loss of data, what referral should you make sure to provide for legal reasons?
The Information Commissioner's Office.
Legally, the caller's company has to report this to the ICO within 72 hours when data has been breached.
Who is the NCSC part of?
GCHQ
Government Communications Head Quarters