20 January 2026
Dear Ofcom
Consumer Scotland’s response to Ofcom’s Combatting mobile messaging scams consultation
Thank you for the opportunity to comment on your proposals for new rules and guidance in relation to mobile messaging scams across the UK. Mobile scams are a considerable threat to consumers in Scotland in particular, those living within vulnerable circumstances. In addition to the direct harm scamming activity can bring to consumers, scams also have potential to prevent consumer confidence growing in markets and as a result, impacts on the prospects for economic growth. Overall, Consumer Scotland, as the statutory body for consumers in Scotland, is of the view that the evidence set out in supports Ofcom’s proposed actions as set out in the consultation.
Consultation Proposals
The proposals set out in the consultation, in particular, the actions to block numbers used by scammers and block scam messages in transit, are supported by Consumer Scotland and we agree they are required to generate a more consistent approach between providers. This will help ensure that there are fewer options available for scammers to enter the system.
Prevention
While it is important to encourage consumers to report when they have witnessed or been a victim of scamming activity, action to exclude scam messages from entering the system should be the priority. Prevention is not only important in avoiding harm coming to consumers, it also helps with ambitions for economic growth by minimising the longer-term costs for services designed to support victims of scams such as advice services and redress providers.
Consumer Confidence and Education
Raising consumer awareness of scams and improving the quality of information available to them on how to report a scam is important. Consumer Scotland acknowledges that the process to report scams in Scotland is different to other areas of the UK and we continue to work with the relevant partners to ensure the experience is straightforward for those who have been affected by scams. It is also important that consumers have confidence that real action will be taken in response to reporting a scam as this will help justify the time and effort made to alert the relevant body. Therefore, when considering how the actions proposed are implemented, thought should be given to how the reporting and blocking processes can be streamlined.
Enforcement
Consumer Scotland considers enforceability to be a key factor in ensuring the proposals set out will benefit consumers. It is important that providers understand there is active enforcement to incentivise compliance. We therefore support continuation of current monitoring and enforcement arrangements for breach of General Conditions as set out in Ofcom’s Enforcement programme into phone and text scams.
Data
The consultation offers some context on the cost to society of mobile messaging scams, but only cites data for England and Wales. We would be interested to know what, if any, data exists for Scotland on the amount of money lost to fraud as a result of mobile scams, and the number of reported crime incidents. In a Scottish context, it would be useful to understand the baseline statistics before any changes are enacted.
I hope these comments are helpful, and if you require any further detail or clarification, please don’t hesitate to get in touch.
Yours sincerely,
Jill Rosie
Assistant Director of Operations and Partnerships