Impersonation Scam Calls UK: How the New Two-Step Scam Works

Impersonation scam calls in the UK are becoming increasingly sophisticated. Fraudsters no longer rely on unexpected cold calls. Instead, many now build trust first with a convincing Facebook message, email or text before following up with a phone call designed to pressure you into taking action.

The phone call is rarely the beginning of the scam. It’s often the point where everything escalates. Because you’ve already received an earlier message, the caller can seem genuine, making it much easier to create a false sense of trust and urgency.

Understanding how impersonation scam calls in the UK work is one of the best ways to protect yourself, your family and your finances.

What Are Impersonation Scam Calls in the UK?

Traditional scam calls often arrived without warning. Today’s criminals are becoming far more sophisticated.

Many scams now happen in two stages:

1. You receive an email, text message or social media message.
2. A scammer follows up with a phone call pretending to be someone you trust.

Because you’ve already seen the first message, the phone call can feel genuine. It creates the impression that the organisation is simply “following up” on something you’ve already discussed.

Common organisations scammers pretend to represent include:

• Your bank
• HMRC
• The police
• Your broadband or phone provider
• Energy companies
• Delivery firms
• Government departments

The aim is always the same: gain your trust before asking you to share personal information or transfer money.

How the New Two-Stage Scam Works

The modern impersonation scam is carefully planned.

Stage 1: Building Trust

You might receive:

• A Facebook message warning about suspicious account activity
• An email claiming your bank account has been compromised
• A fake investment opportunity
• A message from someone pretending to be a government official
• A text asking you to verify your account

Nothing may happen immediately.

Hours or even days later comes the second stage.

Stage 2: The Phone Call

A caller claims they’re following up on the earlier message.

They often sound calm, professional and reassuring. Some may even appear to know your name or other basic details.

They may tell you:

• Your money is at risk.
• Your account has been hacked.
• Police are investigating fraud.
• You need to move your money to a “safe account”.
• You must act immediately.

The goal is to stop you thinking clearly by creating urgency and authority.

Why Older Adults Are Targeted by Impersonation Scam Calls

Anyone can become the victim of a scam.

However, criminals frequently target older adults because they often rely on their home phone and may naturally trust organisations that appear legitimate.

Scammers also exploit situations where someone may:

• Live alone
• Be worried about finances
• Want to do the right thing
• Feel pressured by authority figures
• Be caught off guard by an unexpected call

It’s important to remember that these scams are designed to deceive. They use psychology, not intelligence, and many confident, experienced people have been caught out.

What UK Authorities Say About Impersonation Scam Calls in the UK

UK organisations including Action Fraud, Trading Standards and police forces regularly warn that impersonation scam calls in the UK are becoming increasingly sophisticated. Criminals often pretend to be trusted organisations, such as banks, broadband providers, HMRC or the police, to persuade people to reveal personal information or transfer money.

According to Action Fraud, if you receive an unexpected call claiming to be from a trusted organisation, you should never feel pressured into acting immediately. Instead, hang up and contact the organisation using a phone number from its official website, a recent bill or another trusted source—not a number provided during the call.

Their advice includes:

• Never transfer money because of an unexpected phone call.
• Never share passwords, PINs or one-time security codes.
• Never allow someone unexpected to remotely access your computer or device.
• Be cautious of callers creating urgency or claiming your money is at immediate risk.
• Always verify who you’re speaking to using official contact details.

For the latest guidance on recognising and reporting fraud, visit Action Fraud:

You can also find practical advice on protecting yourself from scams at Take Five to Stop Fraud.

By recognising the warning signs of impersonation scam calls in the UK and taking a moment to verify unexpected requests, you can greatly reduce your risk of becoming a victim.

How to Stop Scam Calls on Your Landline

While no solution can stop every scam, there are simple steps that can significantly reduce your risk.

1. Don’t trust unexpected callers

Even if someone sounds convincing, treat unexpected requests with caution.

2. Never call back using a number they provide

Instead, find the official contact details yourself.

3. Never transfer money because someone tells you to

Banks and police officers will never ask you to move your money into a “safe account”.

4. Talk to someone you trust

If something feels urgent, pause and speak with a family member or friend before making any decisions.

5. Use call-blocking technology

Stopping suspicious calls before they reach you is one of the simplest ways to reduce the risk of becoming a victim.

How CallGuard Helps Stop Scam Calls

Phonely’s CallGuard has been designed specifically to help reduce nuisance and scam calls.

Unlike traditional call blockers that rely on a fixed list, CallGuard uses an hourly updated blocklist, powered by reports from NuisanceCalls.org.uk.

Known scam numbers can be blocked before the call connects, helping to reduce interruptions and making it harder for fraudsters to reach your home phone.

CallGuard also includes additional features such as call screening and trusted caller controls, giving you more confidence every time your phone rings.

If you’re looking for a police endorsed scam call blocker in the UK, it’s worth checking whether the technology you’re considering works proactively by stopping known scam calls before they ever reach your handset.

You Don’t Need to Be an Expert to Stay Protected

Scammers are constantly adapting.

Today’s fraudsters don’t always begin with a phone call. They often build trust online first before using the telephone to apply pressure.

Understanding how impersonation scam calls in the UK work is the first step towards staying safe.

The second is making sure your home phone has the right protection in place.

You don’t have to be an expert to be protected.

You just need the right line.

Protect Your Home Phone Today

Protect your home phone from £14.98 per month, including a free phone adapter with annual payment.

Learn more about CallGuard and discover how it can help reduce nuisance and scam calls before they reach your home.

Explore CallGuard: https://www.phonely.co.uk/callguard/

If you’re preparing for the UK’s digital phone switchover, you can also read our guide to digital landlines: https://www.phonely.co.uk/digital-landline/