Scam Calls
Avalon will only call you from one of our registered numbers and we’ll always tell you where we’re calling from. If you’re concerned about who you’re speaking to, end the call and call Avalon on one of the following numbers or one of the numbers on your Avalon paperwork – do not simply return the call.
- UK Customer Services:
0161 486 2020 - UK Bereavement team:
0161 486 4545 - Spain or Portugal Customer Services & Bereavement teams:
+34 966 799 070 - Cyprus Customer Services & Bereavement teams:
+357 26 022 696
Reducing nuisance calls
The best way to reduce nuisance calls is to register for free with the Telephone Preference Service (TPS). They’ll add you to their list of numbers that don’t want to receive sales and marketing calls. It’s against the law for salespeople from the UK or overseas to call numbers registered with TPS.
Registering with TPS also won’t stop calls from scammers. There are scammers that will say a company has gone out of business or that they can sell you a better product if you cancel your current one – if you’re unsure, give us a ring.
And don’t forget, as a regulated funeral plan provider, in the unlikely event of Avalon going out of business your plan will be protected by the Financial Services Compensation Scheme – you can see more information here:
https://www.fscs.org.uk/what-we-cover/funeral-plans/
Phishing or scam emails
Scam “phishing” emails are used to steal people’s personal data and lots of scammers do it really well. Whoever they claim to be, cyber criminals’ goal is to make you believe that their message is legitimate and to do as they instruct.
The attacks often take the form of messages containing malicious links, attachments, or requests for information, masquerading as legitimate correspondences. Scams often impersonate familiar organisations or people the victim knows, such as their colleagues or bosses.
Email Domain
Emails from Avalon will always end with the following email domains – @avalonfuneralplans.com or @avalon-trustee.co.uk – so always check that it’s one of those. If you get an email from something like avalon@gmail.com, it’s definitely a scam.
Any links in our emails for plan information should link to Avalonfuneralplans.com. We may also link to trustpilot.com, lifelocker.co.uk and surveymonkey.com.
If you’re unsure, give us a ring on one of the numbers on your plan paperwork or on 0161 486 2020 / +34 966 799 070
Attachments
Take a close look at any email that contains an attachment, because scammers often insert malware in them. If you were expecting the message, or the sender’s email address is genuine, there shouldn’t be anything to worry about – from Avalon, that might be plan documents, for example.
But if the email is unsolicited, your alarm bells should be ringing. If you’re unsure, give us a ring on one of the numbers on your paperwork or on 0161 486 2020 / +34 966 799 070
Urgency
One of the core principles of any scam is that the victim is told they have to act before it’s too late. Crooks do this to force you into action and avoid thinking about the inconsistencies of their request.
They often do this by scaring you – saying that there has been unexpected activity on your account and asking you to reset your password, for example. But sometimes the scam plays on the victim’s curiosity, perhaps by claiming that an offer is only available for a limited time.
The reason this tactic is so effective is because it encourages victims to think irrationally.
However, you should remember that no matter how urgent an email appears to be, you always have time to give it a quick once-over and think about whether the request makes sense and looks genuine. If you’re unsure, give us a ring on one of the numbers on your paperwork or on 0161 486 2020 / +34 966 799 070
Letters
All our letters and postal marketing will be branded by us and will have one of our registered telephone numbers on it, along with our regulatory and company details. We will generally write to you with plan information and it will include your Avalon Plan ID. If you’re unsure, give us a call on one of the numbers on your paperwork or on 0161 486 2020 / +34 966 799 070
SMS / Texts / Whatsapp
We use SMS/Text services for customer satisfaction surveys, to let you know if you’ve missed a payment or for other plan related information and there will always be the option to opt-out. We will not ask for any personal or financial information to be given to us over SMS/Texts/Whatsapp. To make payments, you can call one of the the numbers on your paperwork or on 0161 486 2020 / +34 966 799 070
Home Visits
If you’re in the UK Avalon will never come to your home. If someone comes to your home in the UK claiming to be Avalon, do not let them in and do not give them information. If you feel threatened, dial 999.
In certain areas of Spain, Portugal, or Cyprus we will come to your home only with a booked appointment. We will not turn up unannounced and we will carry Avalon ID. If you’re not expecting an Avalon Sales agent to your home or you want to confirm their details, do not let them in and call our European office on +34 966 799 070. If you feel threatened, dial 112.
If you feel threatened, report this to the police immediately by calling 999 in the UK or 112 in Spain, Portugal, or Cyprus.
If you’ve been scammed, there are organisations you should report the scam to.
Don’t feel embarrassed about reporting a scam – scammers are clever and scams can happen to anyone. Reporting a scam helps track down and stop scammers. This prevents other people from being scammed.
You should:
- protect yourself from further risks
- gather all the details of the scam
- report the scam to other organisations
Contact the police immediately by calling 101 in the UK, or your local police non-emergency number if:
- the scammer is in your area
- you’ve transferred money to the scammer in the last 24 hours
If you feel threatened or unsafe call 999 in the UK, or 112 in Europe.
If you got a scam email
In the UK: Forward the email to report@phishing.gov.uk. It will go to the National Cyber Security Centre – they might be able to stop other people being scammed.
If you’ve been scammed through the post in the UK
Royal Mail investigates postal scams. If you’ve received something in the post you think is a scam, send it to ‘Freepost Scam Mail’. Include the envelope it came in and a completed scam mail report. You can download a scam mail report from Royal Mail or call them and ask for a form and pre-paid envelope.
- Royal Mail Email: scam.mail@royalmail.com
- Telephone: 0800 011 3466
Calls are free from mobiles and landlines.
If you’ve seen a scam advert online
You should report an online scam advert to the Advertising Standards Authority (ASA). https://www.asa.org.uk/make-a-complaint/report-an-online-scam-ad.html
You might also be able to report an advert when you see it. For example, Google, Facebook and Instagram let you tell them about scam ads. If you’ve done this, you can still then report them to the ASA.
If the scam involves financial services
If the scam involves cryptocurrency, investments, insurance, funeral plans or pensions, report it to the Financial Conduct Authority. https://www.fca.org.uk/consumers/report-scam
If you think you’ve been scammed into transferring your pension, contact your pension provider immediately. Then get in touch with MoneyHelper. https://www.moneyhelper.org.uk/en/contact-us
Reporting a Scam
If a scammer is imitating a company or person
Contact the real company or person to let them know their name is being falsely used.
A common imitation scam involves emails, texts or calls that seem to be from HM Revenue and Customs (HMRC). They might tell you about a tax rebate or ask for your personal information. Report HMRC scams https://www.gov.uk/report-suspicious-emails-websites-phishing