Safety & Security

Staying safe in a digital world

Technology should feel empowering — not like a minefield. Here's what we do to keep you safe, and what we'll always ask you to watch out for.

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Hayley will never ask for your bank details, passwords, or payment information over the phone. If anyone claiming to be from CallHayley ever does — hang up and call us back directly on 07700 000000.

How we keep your information safe

When you work with CallHayley, you're trusting us with your device, your accounts, and sometimes your personal details. We take that seriously.

We never store passwords or sensitive login details.
Remote sessions use encrypted, industry-standard screen-sharing tools — you can end the session any time.
We only access files and accounts that are directly relevant to fixing your problem.
We never share your contact details with third parties.
We always explain what we're doing and why, in plain English, before we do it.
After every remote session, we disconnect completely — no ongoing access to your device.

Protecting yourself from scams

Phone and computer scams targeting older adults are sadly common. Here are the most important things to know:

🚨 Watch out for these red flags

Unexpected calls claiming your computer has a virus or your account is at risk
Requests to install software from someone who called you out of the blue
"Microsoft", "BT" or "HMRC" calling to warn you of a problem — these companies don't call unsolicited
Pressure to act immediately and not tell anyone
Requests for gift cards or bank transfers as payment for "clearing" a problem

If you're ever unsure whether a call or email is genuine, stop — and call us. We're happy to check it with you, free of charge.

Good habits that make a big difference

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Strong passwords

Use a different password for your email than everything else. Your email is the master key to your digital life.

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Keep devices updated

Software updates aren't just new features — they fix security gaps. We can help you set these to run automatically.

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Two-step login

Also called two-factor authentication. It means even if someone guesses your password, they still can't get in.

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Secure Wi-Fi

Avoid doing banking or anything sensitive on public Wi-Fi in cafés or libraries. Your home network is much safer.

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Spot suspicious emails

If an email asks you to click a link urgently, or comes from a slightly odd address — don't click. Call us first.

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Back up your photos

Important photos and documents should live in at least two places. We can set up automatic backups for you.

What to do if something goes wrong

If you think you've been scammed, or clicked on something you shouldn't have — don't panic. It happens to everyone. The important thing is to act quickly:

Call your bank immediately if any money has moved or you've shared banking details.
Change your email password from a different device if you can.
Call us — we can help you understand what happened and secure your accounts.
Report it to Action Fraud on 0300 123 2040 or actionfraud.police.uk.

Got a question about your security? Just call us — it's always free to ask.

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