A
What does VCoA stand for?
Victim Contact Advisors
What can you alter on Crossdata general details page - if its incorrect?
Nothing except the Advocate name.
Note any other inconsistencies in the description/summary box.
Victim has no email address registered on the details page of Crossdata, would you mention the survey?
No
Exception unless you were checking about an email for another reason such as follow-up advice and victim is willing to provide an email address.
What is the Action Fraud main inbound phone number?
0300 123 2040
Is your audit mark affected if you forget the survey question?
Yes, its reduced from Good to Satisfactory result.
Victim received an email which contained a website link. The caller clicked the link which then downloaded a Malware program onto their computer. What would you check? Give at least 2 examples
Suspect has accessed victim's device.
• Change passwords on all account - refer to Get Safe Online for secure password examples/advice
• Take the device to a reputable electronics store (do not give names of shops)
• Contact your bank if you have online banking on the device
• Give ID fraud advice if there is sensitive information on the device (CV's, passport, bill info etc)
What is 159?
159 is a memorable, secure phone number that will connect victims directly to their banks fraud team. When a victim calls this number, they use their keypad to select which bank fraud team they want to speak with.
How do you close a case in relation to a victim who has passed away?
Case to be closed (Victim Deceased)
If the Victim has lost money through the banking system i.e. Debit/Credit Card Payments/Bank Transfers/Cheques etc. Name 2 referrals you can provide.
Financial Ombudsman
Which
National Debt Line
Money Helper previously known as Money Advice Service
Citizen Advice
When can you ring the Financial Ombudsman Services?
You can call them anytime for help but the FOS will not act for a caller until a bank have given their final determination of a fraud enquiry.
Name 2 organizations which offer free full credit reports.
Clear Score
Credit Karma
Phonetic word for letter: Q
Quebec
If your victim received a scam text or e-mail & have not taken any action, what they should be advised?
Forward the e-mail to: report@phishing.gov.uk
Forward the text message: 7726
What type of caller is the Take 5 site a good recommendation?
The ‘Take 5’ website provides general business advice, including CEO Spoofing and invoice fraud which will be beneficial for email supposedly from directors and it could also prevent future mandate fraud.
Can be recommended for individuals but better for businesses.
How long does it take for a credit report to be updated?
All reports are updated every month - so its possible someone's ID fraud could take 6/7 weeks to appear if it's missed a cut-off point.
Caller has lost money through an Investment Scheme, name 2 referrals
Financial Conduct Authority
FCA- Scam Smart Investor
Financial Ombudsman
Money Helper (updated website for Pension Advisory)
Do you need a credit report and Cifas?
It's recommended to cover more possibilities. Cifas is the UK's fraud prevention community who work with hundreds of organisations to stop fraud across all sectors, including most banks, credit providers and telecommunication companies, who join Cifas as members.
Not every financial company/bank etc are Cifas members. A credit report catches all sorts of information.
If a victim is being held liable for ID theft where should they be referred to?
CLA and CAB
What is the time limit for making a complaint to the Financial Ombudsman Service?
You will need to make a complaint within six months from the date of your final response.
Whats the deadline for reporting fraud to your bank?
FCA: Tell your bank as soon as you notice an unauthorised payment and ask them for a refund. Make sure you get in touch with your bank within 13 months from the date of the payment. Otherwise, you may not be able to make a claim
What's a Bank Transfer fraud also known as
Push payment scam
When would you use the UK Euro Consumer Centre as a referral?
If someone is involved in a dispute with a trader outside of the UK but within the EU.
Which Police areas are in the Tarian ROCU (Regional Organised Crime Unit)
· South Wales
· Dyfed Powys
· Gwent
What is the maximum amount that can be repaid by a bank following a Fraudulent payment?
85,000 pounds
Which specific organization helps victims of mobile phone fraud, where the billing company is not helping them sort out the issue.
OFCOM