Protect an older relative from scams and tech trouble

This guide is for adult children, grandchildren, friends or neighbours who help an older person with technology and worry about scams, but do not want to take over their life. It works as a project you do together, with their agreement, over two or three sessions: an audit, a lock-down of devices and accounts, a visit or call to the bank, phone and text blocking, a short set of rules they choose to follow and a clear plan for the first hour if something goes wrong. The person stays in charge of their own money, passwords and decisions throughout. By the end they will have safer devices, recoverable accounts, bank protections in place, a fridge card they can use under pressure and a named person to call.

What is inside

• Full step-by-step method9 detailed steps with decision points
• Ready-to-use templatesOur tech safety agreement · Fridge card: my scam rules and first-hour plan · Script for the bank safety call or branch visit
• Timed action plan8 stages from “Session 1” to “Every 3 months”
• Costly mistakes to avoid4 traps and what to do instead
• Complete checklist12 items to tick off
• Insider tips and fixes4 tips and 4 common problems solved

Step by step

1. Agree the project and the ground rules first

   Start with a conversation, not a device: ask what worries them, what they enjoy doing online and what they never want you to see, such as their messages or exact balances. Agree in writing what you will help with, that they keep their own passwords and PINs, and that nothing changes on their accounts without them present. If they say no to part of the plan, record it and move on; a setup they resent will be undone within weeks. If you have real doubts about whether they can understand and weigh up these decisions, do not make changes on their behalf; speak to their GP and read the GOV.UK guidance on mental capacity and lasting powers of attorney first. Use the agreement template below and give them a copy, because a scammer's favourite line is 'don't tell your family', and an agreed plan makes it easier for them to say 'I always check with my daughter'.