How to protect yourself from fraud

Understanding how to spot potential scams can help you to avoid falling for them. Online, email and phone-based scams are just some of the things you need to look out for.

Think you may have already been a victim of fraud or a scam? Please report it to us straightaway.

Spotting signs of a scam

It can be hard to identify a scam – after all, they’re designed to trick you. But by keeping your eye out for key signs, you can stay one step ahead.

A “legitimate” company asks for personal information Back

You're contacted out of the blue Back

The pressure's on Back

You’re asked to pay for something in an unusual way Back

The correspondence is poorly written Back

An offer sounds too good to be true Back

Top tips to avoid scams

Has a potential fraudster been in touch? Always be cautious, even if you think correspondence is genuine.

Keep your personal information safe

Don’t give away personal details such as your PIN number, or sensitive account information like usernames or passwords. Here at Novuna, we will never ask you to share any personal information with us. So if someone purporting to be a Novuna colleague asks you for your account information or password, do not give it to them.

Even information such as your full name, address or contact details should be kept confidential if you’re not 100% sure you’re dealing with a legitimate company.

Don't click on links without investigating

Don’t trust links in text messages or emails that you aren’t expecting. It’s a good idea to hover over any links provided by email or text – this will show you the URL of the site you’re being taken to, so you’ll be able to check it’s taking you to a genuine, trusted site.

Even if you’re almost sure a link is the real deal, it’s a good idea to visit the official website directly instead either using the full URL or using a search engine. This will ensure you’re not mistakenly being sent to a scam site.

Make sure any website you visit it reputable

Look out for website URLs that start with https://, always check the URL for typos, make sure the site has a valid SSL certificate (your browser will display a closed padlock icon in the address bar), check the website’s privacy policy and review the contact information detailed on the site to make sure a physical address, phone number and email address is listed.

You can use Cifas’ and Get Safe Online’s Check A Website tool to double check the safety of any website or link.

Never pay an upfront fee you aren't expecting

Have you been asked to pay an upfront fee when applying for a loan? This could be an example of loan fee fraud, in which a scammer attempts to gain money from their victims for a loan they’ll never receive.

Reputable loan providers, such as Novuna Personal Finance, will never request any upfront fees from our customers. So please never make an advance payment for a loan, or for any other product unless you are confident the upfront fee is genuine and legal.

Don't be afraid to challenge

Stop and think before parting with your money or information. Scams are often designed to pressure you into making a decision quickly, so always take your time.

Reject, refuse or ignore any requests you feel could be fake. Legitimate people and businesses understand how important it is to be vigilant and will never try to rush or panic you.

Double check their identity

Have a niggling doubt about a letter, text or email you’ve received from a supposedly trustworthy source? Contact the company or individual directly, using information you know to be correct (either from official letters or directly from their website). Ask them about the correspondence - they’ll tell you whether it really came from them.

Top tip: Almost all financial services organisations in the UK must be registered with the Financial Conduct Authority, so cross-reference any contact details you’ve been given with those on the official register.

Avoiding online scams

Be particularly careful online. While the ease of online access gives you the freedom to manage your accounts anywhere, anytime, there’s also greater risk of falling for an online scam. We’ve detailed some tips to help you stay safe online below but, for more information, visit Get Safe Online.


Although we all moan about the sheer number of passwords we have to memorise, they do play a very important role in protecting your data and security. Here are some tips to help you maximise the strength of your password:

  • Use a combination of upper and lower case letters, numbers and symbols
  • Make it 8 characters or longer, so it’s harder for criminals to crack
  • Never use a password that can be easily guessed (such as your birthday, or the word ‘password’)
  • Don't recycle passwords e.g. PW1, PW2, etc
  • Don't use the same password for different accounts
  • Never write your password down, send via email or disclose it to anyone
  • Change your passwords regularly
  • Take advantage of two-factor authentication when offered, which provides an extra layer of security

Computer viruses are specifically designed to do your computer harm, working in the background corrupting your hard drive, stealing data and even spreading to other computers.

Viruses are often spread by email attachments, internet downloads, USB devices and via illicit websites. To avoid computer viruses:

  • Don't open any files attached to an email unless you know what it is, even if it appears to come from someone you know
  • Delete junk or chain emails. Never forward or reply to them
  • Don't download files from strangers or illegitimate websites
  • Update your operating system and anti-virus software regularly
  • Back up your computer files regularly on an external storage device
  • Be careful when using public Wi-Fi, as cyber-criminals may be able to find a way to track your online activity once you’ve logged in

Take Five to Stop Fraud

Find easy, actionable advice to help you make sure you don’t fall victim to preventable financial fraud. Feel more confident identifying scams, from phishing to vishing and everything in between.

Take 5 To Stop Fraud is led by Financial Fraud Action UK and backed by Her Majesty’s Government, with a range of UK partners (including ourselves) across a wide range of sectors.

For more information on how to keep yourself safe, visit the official Take Five website.

What to do if you think you've been scammed

Report it immediately if you think you may have fallen victim to fraud or a scam.

    • Contact your bank or financial services provider if you fear you have given away any sensitive financial information
    • If you think you’re a victim of another kind of fraud, such as loan fee fraud, you must report the incident to the relevant organisation
    • Report it to Action Fraud, the UK’s national fraud and cyber-crime reporting centre
    • If necessary, contact Cifas to request a protective registration marker be placed on your credit file

If the fraud or scam relates to Novuna Personal Finance, call us on 0344 375 5500 and select option 2 to report it our team.

Alternatively, please email detailing your concerns and a member of our internal fraud team will get back to you as soon as possible.

If you are suspicious about an email you’ve received that purports to be from Novuna, please report it to