The trouble is, we’re human! Insights from our Podcast
Author: Adam Carter - two minute read
In the first episode of series four of our podcast, me and Lou sat down with Paul Maskall, an expert in human behaviour and financial crime, to discuss why so many of us are vulnerable to frauds. The conversation highlights the emotional and psychological factors that make fraud one of the most common crimes in the UK.
I am truly fascinated by this topic, how our mind tells us stories and creates our own truth. Criminals and marketeers alike use this knowledge to exploit you and sell you stuff respectively, but there is not much difference between the two.
We Think Fraud Will not Happen to Us
Many people think they are too smart to be a victim of fraud, but Paul explains that fraud is the most experienced crime in the UK. In fact, we are twice as likely to be a victim of fraud than any other crime. But since it is often online and invisible, we don’t treat it like a physical crime, like burglary or car theft.
“Fraud makes up 40% of all crime in the UK, but most of it goes under reported because people don’t see it as a real threat”
This is one reason many of us don’t take it seriously until it’s too late.
How Criminals Use Our Emotions Against Us
Fraudsters are experts at playing on emotions. Whether it is fear, trust, or hope, they use these feelings to trick people into making quick decisions. One common example is a phishing email from your "bank" that tries to scare you into clicking a link by saying your account has been compromised.
“Criminals use urgency and emotion to push people into making bad decisions. You think you are being careful, but if you’re scared or distracted, that’s when you’re most vulnerable”
The key takeaway here is that scams succeed because they make us act emotionally, not logically.
"Trust Your Gut" Is not Always the Best Advice
A lot of people believe that trusting your gut will keep them safe from fraud, but Paul warns that your instincts can sometimes be misleading—especially when you are online. He explains that our intuition is shaped by our past experiences and emotions, and these can cloud our judgment.
For example, if we are feeling stressed or lonely, we are more likely to trust a suspicious email or a romantic interest online without asking the right questions. Paul says,
“Your intuition is designed to make you comfortable, not necessarily right. It’s important to trust your feelings but also double-check the facts”
How to Protect Yourself from Scams
Louise is the Head of the National Trading Standards Scams Team, and I've been part of the team for over six years. While our advice has stayed consistent, we still struggle to reach people for the same reason mentioned earlier in this blog — many believe it won't happen to them. So, why protect yourself from something you think won’t affect you? The truth is, it can—and it just might.
We all emphasise the importance of taking simple, practical steps to protect yourself, but we also recognise that it is hard to motivate people until they’ve been personally affected by fraud. Here are a few easy actions we can ALL take:
Verify everything: If we get an unexpected message from our bank or a great offer, take a moment to verify the details. Call the bank or check the official website before clicking on any links.
Don’t rush decisions: Criminals want people to feel pressured, so don’t let urgency force the choices we make. Take a step back, give it a few minutes, and think things through.
Use technology wisely: There are many tools that can help protect us, like two-factor authentication and password managers. Use these to secure accounts and personal information.
What Happens If You Get Scammed?
One of the most important messages from this episode is that ‘falling’ for a scam or fraud does not mean you are foolish. Criminals are incredibly skilled at manipulating people, and anyone can be a victim. You have not ‘fallen’ (we should not be using this language as its victim blaming), you are a victim of a crime, you have had your money or details stolen.
If you suspect you have been a victim of fraud, here is what to do:
Contact your bank immediately: If you have lost money or shared sensitive information, your bank can help you freeze accounts and recover what you have lost.
Report the fraud: You can report fraud to Action Fraud or similar services. This helps authorities track fraud trends and take action to protect others.
Talk to someone: Many victims feel embarrassed or ashamed, but it is important to seek support from friends, family, or organizations that can help you through it.
Final Thoughts
In this episode, Paul leaves us with a powerful reminder:
“Everyone has been told something they wanted to hear at the wrong time. That’s how scams work”.
The takeaway is that anyone can be a victim of a scam or fraud, and the best thing we can do is be mindful of our emotions, double-check information, and take steps to protect ourselves online.
You can listen to the full episode of the Consumer Friend podcast here.