Experiences of suspicious calls, texts and app messages

In 2021 and 2022 Ofcom conducted research which looked at measures that could be taken by industry to prevent suspicious calls and messages reaching consumers.

In 2024, research was conducted to update the previous research by exploring experiences of suspicious calls, texts and app messages (e.g. WhatsApp). The research focused on understanding the prevalence of these types of calls/messages, the measures individuals take to identify and screen them out as well as whether/how they report such contact.

Specifically, this research aimed to understand:

• Consumer behaviour when receiving calls (landlines and mobiles), texts and app messages
• Use of caller display and screening services when deciding whether to answer a landline or mobile call
• Likelihood of picking up calls from unfamiliar numbers
• Use of tools/ services available for screening and blocking telephone calls or text messages
• Criteria used when assessing whether a call, text message or app messages is suspicious
• Reasons for reporting / not reporting suspicious calls, text messages and app messages
• Awareness and use of 7726

Read our research

Experiences of suspicious calls, texts and app messages (PDF)