WORKING IN PARTNERSHIP WITH INDUSTRY IN THE FIGHT AGAINST SCAMS AND FRAUD
By Jonny Bunt, Corporate Affairs Director, BT Consumer
Protecting BT, EE, and Plusnet customers from scams and fraud isn’t just a priority, it’s a responsibility and one we take very seriously.
As the UK’s best network for safety, we’ve led the sector in recent years by deploying cutting-edge, AI-driven solutions to keep our customers secure. In 2025 alone, we’ve blocked an incredible 3 million scam attempts every day across our network.
But technology alone isn’t enough. Fraud is a growing, sophisticated crime that demands a united response. Collaboration is vital. Over the last few weeks, we’ve taken part in several key moments designed to help keep customers safe. Working together as providers, regulators, and partners ensures we can protect the nation and stay ahead of evolving threats.
This week marks BBC Scam Safe Week, an annual national campaign dedicated to raising awareness about scams and fraud. Through TV, radio, and online coverage, the BBC is sharing practical advice to help people spot, avoid, and report scams, alongside real-life stories that highlight the impact of these crimes. The initiative brings together experts and industry partners to share best practices and tools for protection. It’s a timely reminder that collaboration across sectors is essential to tackling the growing threat of fraud and keeping consumers safe. You can find out more about the BBC’s work here, and why not take their quiz to make sure you’re scam safe?
A big step forward in the fight against fraud
Earlier this month, we joined the wider telecoms industry in signing the second Fraud Charter, an important and timely step for the sector. This is a big step forward in the fight against fraud: this recent signing of the 2nd Telecoms Sector Fraud Charter, was hosted at the BT Tower and marks a significant moment in efforts across our industry and beyond to tackle this critical issue.
A threat that is not going away
Scams and fraud remain a very significant threat in both scale and impact. 44% of crime in the UK is fraud-related. BT, EE and Plusnet are blocking over 3 million scam attempts every day which shows both the scale of our intervention but also the size of the issue.
Victims of fraud lost over £700m in total last year and the impact is more than financial. Those impacted can also suffer a loss of confidence, finding it hard to trust institutions and people again. That is certainly the experience of those customers who seek help from us after a scam. Further still, it impacts wider consumer confidence as people lose trust in the platforms they use and the communications they receive harming the UK economy at large.
How we’re stepping up
We continue to play a leading role. BT, EE and Plusnet are investing in innovations including advanced network intelligence to look for call and SMS patterns, machine learning to improve our pattern tracking and success rates and real-time monitoring to stop fraud at source. We also have dedicated teams working 24/7 to block malicious activity and teams trained to help support and counsel victims.
But success requires more than just our strong defences, Fraudsters will exploit the weakest link in any eco-system and target the gaps between organisations. So we need collaboration across the telecoms industry and also beyond with government, regulators, banks and law enforcement all working hand-in-hand.
We have always sought to lead our industry forward and partner with other sectors and stakeholders. The 2nd Fraud Charter boosts this because it directs that collaboration to raise the ceiling of what we can achieve.
A charter with real improvements
The 1st Charter delivered real progress but this iteration expands our ambitions. We will go further to detect fraud and stop it at source, increase public awareness of the threat of scams and how to avoid them and add layers to the defence of our networks. We will also share more information and innovation at pace across sectors to remain one step ahead of bad actors.
BT is proud to stand alongside our partners to make the UK the hardest possible place for fraudsters to operate.
It was apt that we hosted the signing of the 2nd Telecoms Fraud Chart at the top of the BT Tower - a building long associated with innovation, the power of connections and being a force for good. The sun even came out for the event! Thanks to the Home Office, Lord Hanson and industry colleagues as well as the leadership of the Communications Crime Strategy Group (chaired by BT’s own Brian Webb), the view is certainly brighter.