Digital safety: protecting someone with dementia online

Online scams are fraudulent schemes that use digital communication to trick people into giving away money, personal information or access to their accounts. These crimes exploit the trust we place in digital communications and our natural desire to be helpful or respond to urgent requests.

Digital scammers are sophisticated criminals who understand human psychology and use technology to appear legitimate. They can fake email addresses to look like they come from trusted organisations, create convincing websites that mirror genuine ones and use personal information gathered from various sources to make their approaches seem credible.

Scammers specifically target older adults because they often have savings, may be less familiar with digital warning signs and are generally more trusting and polite in their communications. They know that someone with memory problems might not remember signing up for something or giving permission for contact, making their fraudulent messages seem more believable.

The good news is that digital scams often follow predictable patterns. Once you understand how they work and have simple strategies in place, you can provide effective protection whilst still allowing the benefits of digital communication to continue.

Email scams

Email scams, or phishing, try to trick people into giving away personal information or money by impersonating legitimate organisations.

Official impersonation emails appear to come from banks, HMRC, DVLA or TV licensing. They create urgency by claiming accounts will be closed, money is owed or refunds are waiting. These can look remarkably genuine with official logos and formatting.

Prize and lottery scams tell people they've won money in competitions they never entered, asking for bank details or upfront fees to claim winnings.

Investment scams promise incredible returns on cryptocurrency or shares with time-limited offers that seem too good to be true.

Recognising email red flags

When checking emails with someone you care for, look out for:

• Generic greetings like "Dear customer" instead of their name

• Urgent language designed to create panic

• Requests for passwords, PINs or bank details that legitimate organisations never ask for via email

• Links that don't match the organisation's official website

• Poor spelling and grammar in supposedly official communications

• Unexpected emails from organisations they don't normally hear from

A good rule is: when in doubt, don't click links. Instead, go directly to the organisation's official website or call them using a number from a bank card or official correspondence.

Text message dangers

Text scams can feel immediate and personal, making them particularly convincing for someone with memory problems.

Fake courier messages claim there's a missed delivery requiring a fee or personal details to reschedule. These often include links to fake websites designed to steal information.

Family impersonation texts are especially cruel, with scammers pretending to be children or grandchildren asking for money urgently from a "new phone number".

Bank alert scams send fake security warnings asking people to click links or call numbers to resolve supposed account issues.

Social media scams

Social media platforms can be particularly dangerous for people with dementia because they provide so much personal information that scammers can use to build trust.

Romance scams involve fake profiles using stolen photos. Scammers spend weeks building relationships, expressing strong feelings quickly before asking for money for emergencies or travel.

Fake friend requests from accounts pretending to be people they know might lead to requests for personal information or money.

Marketplace scams involve items that don't exist or never arrive after payment.

Quizzes and surveys that seem like fun can actually be designed to gather personal information for guessing passwords or security questions.

Setting up digital protection

Email security measures:

• Set up strong spam filters on their email account

• Consider having their emails forwarded to you as well as delivered to them

• Bookmark legitimate websites so they don't need to click links in emails

• If they shop online set up a separate email address for online shopping

Phone and text protection:

• Help them set up call blocking on their phone

• Add your number as an emergency contact so they can check suspicious messages with you

• Consider whether a simplified phone might be more appropriate

Social media safety:

• Review privacy settings together to limit who can contact them

• Consider managing their social media accounts or monitoring them regularly

• Help them understand that not everyone online is who they claim to be

Maintaining digital independence

The goal isn't to take away all digital communication, but to make it safer while preserving as much independence as possible.

Regular check-ins can involve looking at emails and messages together, treating it as a shared activity rather than surveillance. This helps spot problems early while maintaining their involvement in their own digital life.

Simplified systems might work better than complete restrictions. Perhaps they keep one simple email account for family communication and you handle more complex digital tasks.

Teaching recognition can be ongoing. Help them understand common scam tactics without creating fear. Practice scenarios together: "If someone emails saying they're from the bank, what should we do first?"

When to step in

Sometimes more direct intervention becomes necessary. Consider taking over digital communications if:

• They're regularly falling for scams despite support and education

• They're becoming distressed or confused by digital communications

• Their safety is at risk from online scammers

• They're asking you to handle these things because they feel overwhelmed

Supporting someone who's been targeted

If you discover they've been contacted by scammers:

• Don't blame them – scammers are professionals who target vulnerable people deliberately

• Act quickly to prevent further contact by blocking numbers and email addresses

• Check bank accounts for any unauthorised activity

• Report incidents to Action Fraud

• Consider whether additional protection measures are needed

Remember, the aim is keeping someone safe while preserving their dignity and as much independence as possible. Digital communication can remain a valuable part of their life with the right protections and support in place.

Useful contacts

Action Fraud

Tel: 0300 123 2040

https://www.actionfraud.police.uk/

Citizens Advice

Tel: 0808 223 1133

https://www.citizensadvice.org.uk/consumer/scams/reporting-a-scam/