Survey finds majority of Dorset residents 'not happy' with Action Fraud

The majority of Dorset residents who had to deal with the national Action Fraud service were not happy with the response according to a recent survey.

The survey, organised by the office of the Police and Crime Commissioner for Dorset, looked into residents’ experiences of the UK’s national fraud reporting service.

Victims of fraud across the UK are told to log their cases with Action Fraud, which is overseen by the City Of London Police with most of the call handling work outsourced to a private company called Concentrix.

Of those who responded to the survey – and had previously dealt with Action Fraud – 71% said they were not happy with how the service dealt with their case, while 45% said they did not receive a response after contacting the organisation.

Respondents were also invited to comment on their experiences, with many saying they were unhappy about having not heard back from Action Fraud, they did not believe the organisation was effective, the reporting system was difficult to use and the staff were rude.

However, others commented that they were happy with how Action Fraud had handled their case.

Dorset Police and Crime Commissioner (PCC) Martyn Underhill will now discuss the survey findings with a senior City Of London Police officer early in the new year and will also take the results to government ministers to lobby for improvements to the service.

The survey followed an undercover investigation by The Times, which found evidence that call handlers working for the organisation were trained to mislead victims of fraud into thinking their cases would be investigated when they knew most would never be looked at again, and that some managers had privately mocked victims of fraud.

PCC Martyn Underhill previously had concerns about the governance and management of Action Fraud dating back to his own time as national fraud lead for the Association of Police and Crime Commissioners (APCC).

He said: “I want to thank everyone who took the time to respond to the survey. When I launched this, I said I wanted to hear about residents’ experiences of Action Fraud – both good and bad – and we certainly got a range of views.

“However, it’s very disappointing to see that the clear majority were unhappy with the service, and a large number said they had reported some very serious cases of fraud, only to hear nothing back and be left in the dark about whether their case was even being looked into.

“Fraud and cyber crime is a huge and rapidly growing problem and from the evidence here, the national response isn’t good enough. I will now be using the results of this survey to work with others and lobby the new government for improvements.”

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