Safeguarding Vulnerable Loved Ones from Phone Scams

For many of us, ignoring a nuisance call is second nature. We see an unknown number, decline it, and move on. But for vulnerable individuals—the elderly, those living with dementia, or people with learning disabilities—the phone can be a lifeline to the outside world. Sadly, it is also the primary weapon used by scammers to exploit their trust.

Scammers ruthlessly target these groups because they know they are more likely to be at home, more likely to answer the landline, and often more polite or easily confused. The impact isn't just financial; it destroys confidence, independence, and mental well-being. This guide provides a compassionate, practical roadmap for protecting the people you care about most.

Why They Are Targeted

Understanding the "why" helps us build better defenses. It is rarely about "greed" or "stupidity" on the victim's part.

• Social Isolation: A scammer might be the first person they've spoken to all day. The criminal builds rapport, acting like a helpful friend.
• Politeness: Older generations were often raised to be courteous and not to hang up on someone, making it hard for them to end a high-pressure sales call.
• Cognitive Decline: Conditions like dementia can affect judgment, memory, and the ability to process complex information, making "bank safety" scams sound plausible.

Technical Solutions: The First Line of Defense

You cannot rely on willpower alone. Technology can filter out the danger before the phone even rings.

1. Dedicated Call Blockers (The Gold Standard)

For vulnerable landline users, we highly recommend a dedicated hardware blocker. The market leader in the UK is trueCall.

• Trusted Caller Mode: Only numbers you put on a "Safe List" (family, doctors, carers) get through. Everyone else hears a message or gets blocked.
• Whisper Mode: The caller is asked to say their name. When the phone rings, you pick up and hear "Call from [Name]". You can then choose to accept or reject. Automated bots cannot say a name, so they are blocked instantly.

2. Provider-Level Blocking

Contact their phone provider (BT, Sky, Virgin, TalkTalk). Most offer free services like BT Call Protect or Sky Talk Shield which can intercept known spam numbers. While less robust than a dedicated device, it is a good free starting point.

Practical Strategies & "Social" Engineering

Technology helps, but empowering your loved one is equally important.

The "Secret Password" Technique

Agree on a secret word or phrase with your relative. Tell them: "If someone calls claiming to be me, or claiming to be the police/bank helping me, ask for the secret password. If they don't know it, hang up and call me on my known number."

The "I Need to Check" Script

Teach them a simple refusal phrase that doesn't feel rude. For example:

"I'm sorry, I don't make financial decisions over the phone. I need to discuss this with my son/daughter first. Please send me a letter."

Scammers hate paper trails and will usually give up.

Legal Protection: Power of Attorney

If your loved one is beginning to struggle with capacity, you should strongly consider setting up a Lasting Power of Attorney (LPA) for Property and Financial Affairs.

This legal document allows you to act on their behalf. Once registered, you can:

• Contact their bank to lower transfer limits or set up alerts for unusual activity.
• Manage their phone contract directly, including requesting number changes or blocking services.
• Be the primary contact for utility companies, removing your relative from marketing lists.

Checklist: Secure Their Phone Today