Our official contact details
These are the only numbers and addresses we use. Bookmark this page — it is the reference point for checking that any call, email or message claiming to be from us is genuine.
Please do not email documents showing your National Insurance number, full card or account numbers, or any password. Email is not a secure channel.
English
Tell us at booking if you need an interpreter, Relay UK, captioning, a family member or carer on the call, or any other adjustment.
United Kingdom
We call our clients — here is how to know it is really us
Because we make the first call, you need a reliable way to tell our call apart from a fraudster's. These four checks are that method. The last one is the one that always works.
We only call people who contacted us first
We call you to run the appointment you booked, or to answer something you sent us. We never cold-call. If you have never registered with us and we appear to be calling, it is not us.
We always quote your reference number
Every booking gets a reference beginning with AF-. Ask for it at the start of the call. Anyone who cannot give it, or who says they will confirm it later, is not us.
We never ask for credentials, and never for payment up front
Not your National Insurance number, not full card or account numbers, not your online banking details, not passwords, not one-time codes, not a seed phrase. And no payment of any kind before recovered money has reached you — no retainer, no deposit, no release fee. A fee can only ever arise after funds are actually in your hands.
If you have any doubt, hang up and call us back
This is the one check that always works. Call display can be faked, so a familiar number on your screen proves nothing. Hang up, look up our number on this page yourself, and call it — ideally from a different phone, or after waiting a few minutes, because some fraudsters keep the line open. We will never object, never pressure you to stay on the line, and never tell you the callback is unnecessary. Someone who does is running a scam.
Why the callback matters most: caller ID can be forged with free software, so a call that displays one of our numbers is not proof of anything. A number you dial yourself, taken from this page, reaches us and nobody else. That asymmetry is the whole point.
What we will never ask you for
- Your National Insurance number
- Full card numbers, or your sort code and account number to 'move' money
- Passwords, PINs or online banking login details
- One-time passcodes or card reader codes
- Seed phrases or private keys
- Remote access to your device
- Any payment before recovered funds have reached you — no retainer, deposit, release fee, or cryptocurrency
If a caller claiming to be us asks for any of these, end the call and report it to Report Fraud on 0300 123 2040 (in Scotland, Police Scotland on 101).
When we will call you
After you book an appointment, we call you at the time you chose, on the number you gave us. If you asked for a video call instead, the link comes by email from the address on this page.
If we miss you, we leave a short voicemail with a callback number that matches this page — never a different one, and never a request to call a “case officer” on a mobile.
We do not cold-call. If you have not registered with us, any call claiming to be us is fraudulent.
Haven't booked yet?
Register for an appointment and we will call you at the time you choose. The appointment is free, and nothing is payable before recovered money reaches you. What this costs
If fraud is in progress right now, do not wait for us. Call your bank's fraud team on 159 or the number on the back of your card, then Report Fraud on 0300 123 2040 (in Scotland, Police Scotland on 101). The first 72 hours