SCAMS and DOORSTEP CRIME Devon and Somerset Trading Standards Service

What is the definition of a Scam: “Misleading or deceptive business practice where a person receives an unsolicited or uninvited contact (for example by email, letter, phone or advertisement) and false promises are made to con the person out of money.”

Mass-marketing scams are a huge problem and have become more prevalent internationally

48% of people in the UK have been targeted by a scam Facts and figures 48% of people in the UK have been targeted by a scam 3.2m people fall victim every year £3.5bn is lost to scammers every year 3.2 million people fall victim, losing more than £3.5 billion The real cost of mass-marketed scams is far greater than the pure financial loss suffered by the victims. The figures do not take into account the loss to the UK economy in unpaid VAT or taxes – or the fact that consumers are less likely to trust legitimate direct marketing and e-commerce. Neither do they account for the emotional and often devastating impact that scams have on victims and their families. Victims are often left with damaged self-esteem and self-worth, and they may become estranged from their family and friends, making them isolated from society. Others suffer from stress, anxiety and depression. Some victims lose their entire life savings and their homes – and may have to declare bankruptcy.

There are many reasons why people reply to scams Elderly Socially isolated, lonely Have declining mental health such as dementia In financial trouble In desperate need of a job Feel pressured or forced to reply Be lonely Be bored Be caught off guard Recently widowed or divorced and new at handling their personal finances Find decision-making difficult as a result of health issues. The people who fit this profile are more likely to trust the scam offers they receive. However, they do not necessarily have to be poor decision-makers. In fact, many of them have been successful business people or professionals. Socially isolated people can be particularly vulnerable because they do not have people around them who can encourage them to resist scams. For some, the scams they receive may be their only source of social interaction, making it difficult for them to say no to the scammers.

They are afraid because the scammer has threatened them. Tactics used They may have received a small sum of money, and that their involvement will eventually pay off. The scammer has become their confidant, rescuer, romancer, friend or claimed they are from a trusted organisation. They are afraid because the scammer has threatened them. They believe whomever they spoke to most recently.

How can you identify a person who is a repeat victim of scams? Final bill notices that are often left unopened. Disconnected gas or electricity Inadequate heating in their home Rent or mortgage arrears Council tax fines Court summons No food in their cupboards There are a number of signs that can suggest that a person is at risk of becoming, or is, a repeat victim. Whether you, as a practitioner, are in a position to notice these signs depends on your relationship with the victim. What are the most popular sorts of scams? Even though different scams exploit different vulnerabilities in people, they all have the same objective – to get people to part with their money. In fact, the similarities between them are greater than the differences. Some of the most popular scams include lottery, sweepstake, prize draw and romance scams. Scammers can also use other tactics, such as using people as ‘money mules’ and pretending to help the victim recover their money. A money mule scam starts out similar to a prize draw or sweepstake scam, but involves an element of money laundering by unsuspecting victims. A romance scam is a confidence trick involving feigned romantic intentions towards a victim, gaining their affection, and then using that goodwill to commit fraud. Fraudulent acts may involve access to the victims' money, bank accounts, credit cards, passports, e-mail accounts, and/or national identification numbers or by getting the victims to commit financial fraud on their behalf.

Gathered waste and rubbish, including scam mail or junk gifts Key indicators Poor personal hygiene Piled-up washing Gathered waste and rubbish, including scam mail or junk gifts Untidy and unclean living areas House in poor condition. Inability to pay for care

Complaining of not feeling well Depression Memory loss Confusion Other indicators Complaining of not feeling well Depression Memory loss Confusion Fear they might lose their independence Agitation Withdrawal Suicidal intentions

Leading to situations like this The National Scams Team are working with Post Offices, identifying victims and passing details on to Local Trading Standards offices to follow up and talk to victims.

Cold Callers offering: Driveways – Block paving/tarmac Doorstep Crime/Rogue Traders Cold Callers offering: Driveways – Block paving/tarmac Fascias/Guttering/Repairs Roofing Work Garden Services Wills/funeral Plans Burglar Alarms Carpet Cleaning Charity Clothing Collectors Furniture sales – Mattresses Typically say left over materials May request payment up front to purchase materials May cause damage to properties to justify work Charge high prices for unnecessary or poor work Add in hidden charges such as service contracts Be aware of bogus charity collectors Sales of mattresses or furniture will not comply with the safety requirements Bogus address/contact details

How to reduce the crime Offer consumers door stickers There is evidence that people with a sticker are less likely to agree to a doorstep seller.

Rogue traders Increased protection for consumers. Consumer Protection Laws provide a minimum 14 day cooling off period for contracts concluded away from business premises where they are over £42. No consumer should be pressurised into agreeing to a contract on the doorstep.

Rogue Traders Devon & Somerset Trading Standards Service runs the Buy With Confidence Trading Standards Approved Scheme to promote the highest standards of trading for the benefit of both consumers and businesses.

Report safeguarding issues. This from a community nurse “This happened to one of my patients. I phoned her family, her GP and Social Services but because she was considered 'of sound mind' there was absolutely nothing anyone could do about it. Her family tried to take her cheque book from her but she would not allow it. It was heart breaking to hear her excitement when she told me about yet another 'win' she was in line for.”

Public Enquiry Safeguarding Adult Reviews regularly state that “ if professionals had acted on their concerns or sought more information the death or serious harm might have been prevented

What else is new ? Pensions Reform April 2015 Largest ever shake up – no requirement to buy annuity Over 55 Access to Pension to spend how they see fit Poor Advice from Financial Advisors Rogue Investment schemes

Challenges Early sharing of information Awareness of information sharing protocols- take advice How do we identify and record a chronic victim of Financial Abuse ( including where we have never visited the consumer) We may be the only Local Authority Officer to visit.

How can we support victims ? Buy with confidence, Trading Standards approved trader scheme. Mail/Telephone Preference Schemes Telephone options – international calls/call blocking Mail redirection Financial institution advice Partnership Approach A joined up approach is the way to deal with victims – we all have  pieces of info TSD, Police, Social Services, Care Professionals etc.) We need to put victims at heart of what we do and talk to one another.

Scams can be reported to: CAB (Citizens Advice Bureau) Action Fraud The Trading Standards Service The local Police The National Scams Team Adult Safeguarding Team The National Fraud Authority The National Crime Agency Think Jessica Citizens Advice Consumer Service

Contacts Care Direct Devon 0345 1551 007 Csc.caredirect@devon.gov.uk Somerset Care Direct 0845 3459133 ADULTmSSD@soerset.gov.uk Visit the Trading Standards Website www.devonsomersettradingstandards.gov.uk Follow us on Facebook www.facebook.com/tsconnected For Trading Standards Approved Local Traders www.buywithconfidence.gov.uk For Consumer Advice call the Citizens Advice Consumer Service on 03454 04 05 06

Helpful websites Bank Safe Online Email: reports@banksafeonline.org.uk (forward any suspicious scam emails): Website: www.banksafeonline.org.uk Card Watch Website: www.cardwatch.org.uk Gov UK Website: www.gov.uk Get safe online Website: www.getsafeonline.org.uk Citizens Advice Website: http://www.citizensadvice.org.uk Identity theft Website: www.identitytheft.org.uk Think Jessica Campaign Website: www.thinkjessica.com Mail Preference Service Phone number: 0845 703 4599 www.mpsonline.org.uk/mpsr Post Office advice – Scam Mail Website: www.royalmail.com Telephone Preference Service 0845 070 0707 www.tpsonline.org.uk Phonepay Plus Phone number: 0800 500 212 www.phonepayplus.org.uk Contact your telephone service provider to block nuisance calls. Redirecting post and mail collection services Phone number: 08456 000 606 Website: www.royalmail.com National Debtline 0808 808 4000 Website: https://www.nationaldebtline.org/ Fraud Prevention/identity protection advice: Website: www.cifas.org.uk Helpful websites Bank Safe Online Bank Safe Online is a UK banking industry initiative that helps bank customers stay safe online. Email: reports@banksafeonline.org.uk (forward any suspicious scam emails) Website: www.banksafeonline.org.uk Card Watch Card Watch raises awareness about all types of plastic card fraud in the UK. It provides information about how to protect your credit, debit, charge or guarantee card and cheques from fraud. Website: www.cardwatch.org.uk Gov UK GOV UK is a government website providing information and online services for the public all in one place. The site includes information on how to protect yourself from scams. Website: www.gov.uk Get Safe Online A joint government and private sector website that gives information about protecting your computer and using the internet safely. Website: www.getsafeonline.org.uk Identity Theft The Identity Theft website has been produced by public and private sector bodies to combat the threat of identity theft. Website: www.identitytheft.org.uk Think Jessica campaign The Think Jessica campaign aims to raise public awareness of scam mail in the UK and give a voice to its victims. Website: www.thinkjessica.com Other useful services Mailing Preference Service The Mailing Preference Service is a free service that allows people to have their name and UK home address removed from up to 95 per cent of direct mail lists. Although the service cannot stop mail from overseas and may not stop all scam mail, it might make it easier to spot unsolicited mail. Phone number: 0845 703 4599 Website: www.mpsonline.org.uk/mpsr PhonepayPlus PhonepayPlus regulates phone-paid services in the UK. It can provide help if a victim is not sure what a charge on their phone bill is for, or if they think they have been overcharged or misled into using a premium-rate service. Phone number: 0800 500 212 Website: www.phonepayplus.org.uk Redirecting post and mail collection services Royal Mail can redirect a person’s post to the address of a trusted friend or relative, who can help screen the mail to spot any possible scam mail. It also offers a Mail Collection Service, where the mail intended for the victim is held at the delivery office instead of being delivered. There are fees for both of these services. Phone number: 08456 000 606 Website: www.royalmail.com Telephone Preference Service The Telephone Preference Service is a free service that allows people to opt out of receiving unsolicited sales and marketing telephone calls at home. It’s illegal for organisations to call numbers that are registered with this service for marketing purposes unless they have been given permission to do so. Phone number: 0845 070 0707 Website: www.tpsonline.org.uk   Factsheet 13 - Fraud and financial abuse DCC Factsheet - Fraud and Financial Abuse

Contacts For Partner Agencies Telephone O1392 381381 For General Public Telephone 0345 454 040506 For Partner Agencies Telephone O1392 381381