Avoiding scammers

Scammers are criminals who pretend to be from well-known organisations to convince people to give them money or to get inside their homes.

This can be worrying – but there are things you can do to protect yourself.

If someone visits

If someone knocks on your door saying they’re from Sovereign, - or working on our behalf, and you feel unsure, please always follow the guidelines and information below:

  • Always ask for ID and call us on 0300 5000 926 to check. A legitimate visitor won’t mind waiting outside or coming back later while you check their details.
  • Never give money or personal information to someone who knocks on the door. 
  • Our own repairs teams will always be in uniform and have a Sovereign van.
  • If we’re sending contractors, we’ll often have written to you beforehand to explain who to expect and what work will be carried out.

If you have any doubts about a visitor from Sovereign, then please ask them to wait outside and ring us on 0300 5000 926.

If someone calls or messages you

  • If you have requested a repair that you will need to pay for, we do ask for a deposit payment before we approve the work. But payment is taken over our automated payment line, so we won’t ask you for your card details.
  • We may occasionally speak to you for your bank account details (such as to set up a Direct Debit or make a refund) but you will already be aware if this is the case. We would never ring and ask to take a payment over the phone or need the long card number from a bank card or CVV security code on the back of these.

Also, it’s important to stress that genuine texts about a refund from Sovereign will always:

  • Come ‘From Sovereign’ – NOT a mobile number.
  • Be from a named contact.
  • Ask you to call our central customer helpline on 0300 5000 926 (so that forms can be sent out and filled in).

Lastly, genuine requests for pictures from Sovereign, will always be:

  • About an issue you are already talking to us about.
  • From a person that you’ve already had contact with from Sovereign.
  • From a mobile number you are expecting (we will always tell you the number, so you know it can be trusted).

Action Fraud is the UK’s national reporting centre for fraud and cybercrime Opens in new window where you can report fraud if you’ve been scammed, defrauded or experienced cyber crime.

Loan fee fraud

The Financial Conduct Authority (FCA) receives hundreds of calls a year from consumers who have been asked to pay a fee for a loan or credit that they then never receive. The organisation suggests it could be a scam if you're asked to:

  • pay an upfront fee
  • pay quickly
  • pay in an unusual way, such as vouchers or money transfer

Visit the FCA loan fee fraud webpage Opens in new window for more information on warning signs, how to protect yourself and how to report a scam.