Action Fraud has been criticised by The Times newspaper in a series of reports from 15 August 2019.
Fraud victims are told by police to report their cases to this body. It is run by an American company called Concentrix and is overseen by City of London police.
The newspaper alleges that:
- call handlers receive just two weeks training
- they are told to mislead callers into believing they are talking to police
- they do not tell callers whether what they report is being classified as a crime
- call handlers routinely scroll through their phone messages, take a nap or play-fight while talking to callers
- they claim police try not to investigate fraud.
The claims led to the suspension of four staff and an investigation ordered by new home secretary Priti Patel. [19.08]