Citizens Advice Scams Action

Citizens Advice Scams Action (CASA) is a specialist service within Citizens Advice that provides free, practical support to people who have been affected by scams in the UK. It is funded through the National Trading Standards Scams Team and operates a dedicated helpline at 0808 250 5050. Unlike Action Fraud, which records reports, CASA provides personalised advice to help victims understand what happened, consider their options, and take protective steps.

CASA advisers can help victims with a range of issues: drafting letters to banks requesting refunds, understanding their rights under the APP reimbursement scheme, contacting the Financial Ombudsman Service, checking credit reports for signs of identity fraud, and reporting the scam to the relevant authority. For older adults or vulnerable consumers who may have difficulty navigating the reporting process alone, CASA can act as an advocate.

The service also runs community outreach programmes and a Friends Against Scams initiative, which trains volunteers and community workers to recognise scams and support potential victims. Consumers who want help but are not ready to file a formal report often find CASA a lower-barrier first contact than Action Fraud. CASA can also refer to specialist services such as Victim Support for emotional recovery after financial crime.