Criminals are getting smarter: how to protect yourself from impersonation scams

The sad truth is that criminals are becoming more sophisticated at stealing people’s money. According to UK Finance, more than £570 million was lost to payment fraud in just the first half of 2024.

One of the most common and effective forms of fraud today is the impersonation scam — where criminals pose as someone you trust to trick you into sharing sensitive information or transferring money.

These scammers might pretend to be a friend, family member, business contact, government official, or even someone from your bank. They often use tactics such as “spoofing” — making a fake number appear legitimate — or even AI voice cloning to sound exactly like someone you know. Their deception might be backed up with a convincing website, fake social media profile, or forged documents.

The most important thing to remember is this:
Starling will never call you and ask you to transfer money to a “safe” account.
If someone asks you to do this — it’s a scam.

Six tips to protect yourself from impersonation scams

1. Check Your starling app

If someone calls claiming to be from Starling, open your app and look for the ‘Call status’ banner.
If it’s a genuine call, it will say “You’re on a call with Starling” or “We’re calling you now.”
If you don’t see that message — or if the caller insists there’s a “technical issue” — hang up immediately.

2. Verify callers carefully

If you receive a suspicious call on your landline, hang up and use a different phone line or mobile to call back. Fraudsters can keep a landline line open, so when you think you’re calling your bank, you’re actually still connected to them.

3. Don’t let anyone rush You

Fraudsters rely on panic and pressure. A legitimate company will never rush you into transferring money or giving away information.
Take your time, confirm who you’re speaking to, and if needed, send a small test payment first.
Always use Confirmation of Payee — if the name doesn’t match, that’s a big red flag.

4. Stay alert on social media

Social media accounts can be hacked easily. If someone messages you asking for money, don’t act right away. Contact them through another channel — ideally by phone — or speak to them in person before sending anything.

5. Watch for anything suspicious

Fraudsters often make small mistakes that can give them away. Look for odd spellings, unusual formatting, or strange web links in emails or invoices. Even minor inconsistencies can be a sign that something isn’t right.

6. Never give remote access to your devices

Never let someone who calls you unexpectedly access your computer or phone using remote tools like TeamViewer or AnyDesk.
Once inside, scammers can steal passwords, view private information, or manipulate what you see on your screen.

Common types of impersonation scams

Safe account scams

This is one of the most common and convincing scams.
Fraudsters claim that your bank account has been compromised and urge you to transfer your money to a “safe” account — which actually belongs to them.

They might pretend to be from your bank, the police, or even your internet provider, saying your connection isn’t secure. Using spoofing, they can make the call appear to come from a real number — even one printed on your bank card.

Sometimes, they’ll ask you to download a screen-sharing app so they can “assist” you, but what they’re really doing is stealing your personal details or passwords.

If this happens, hang up and call 159, or dial the official number on the back of your card. Always make sure the website you visit begins with ‘https://’ and has a padlock icon in the browser bar.

HMRC and law enforcement scams

Scammers also impersonate HMRC or court officials, telling you that you owe unpaid taxes or fines. They might threaten to send police or bailiffs if you don’t pay immediately — a tactic designed to create fear.

A genuine authority will never demand an unexpected payment or threaten arrest.
If you receive such a call, hang up and call the official number listed on HMRC’s website or that of the organisation they claim to represent.

Invoice redirection scams

In these scams, fraudsters trick you into paying them instead of a legitimate business.
They may send a fake invoice that looks real — often using a hacked or spoofed email address, changing one character in the domain (like swapping an “o” for a zero or adding an extra dot).

Always double-check before transferring money to a new account.
Call the business directly using a verified number from their website — not one provided in an email.
When in doubt, send a small test payment before transferring the full amount.

Social media impersonation scams

Fraudsters can also hack social media accounts and pose as your friends or family. They often claim they’re in urgent need of money, using emotional language to pressure you.

Some even use AI voice cloning to make phone calls that sound eerily real.

If you get an unexpected request for money, call the person directly or ask a question only they would know. You can also agree on a “safe word” with loved ones to confirm it’s really them in emergencies.

Stay vigilant

Anyone can fall victim to an impersonation scam — even the most careful among us.
The key is to stay alert, trust your instincts, and never feel afraid to question who you’re speaking with.If something feels wrong, pause, hang up, and double-check.
Your money — and your peace of mind — are worth protecting.