Small businesses across the UK are being warned about a growing scam in which fraudsters pose as dissatisfied customers, sending fake complaints via text message and WhatsApp in an attempt to pressure owners into issuing refunds or compensation.

The scam typically involves messages claiming serious issues with products or services, such as hair or plastic found in food, spoiled pet treats, or food allegedly “being off.” The sender presents themselves as a customer but refuses to speak by phone, insisting that all communication takes place via text or WhatsApp. Messages are often written to sound urgent or alarming, encouraging businesses to act quickly before verifying the claim.

Reports suggest the scam is increasingly affecting new and small businesses, where concerns about reputational damage or negative online reviews may make owners more vulnerable to refund demands.

Business owners from different sectors have described strikingly similar experiences.

“They contacted my business on WhatsApp with a complaint and demanded a refund. The information didn’t add up. When I asked for the goods to be returned, they disappeared. That’s when I realised it was a scam.”

“I run a café and received a complaint by message. When I tried calling, they refused to speak and said they would only communicate via WhatsApp. After seeing reports from others, I knew immediately it wasn’t genuine.”

“I was told there was plastic in dog treats, which is impossible. It didn’t feel right, so I searched the number online and found other warnings. That confirmed it.”

In many cases, business owners report that the claims are inconsistent or impossible to verify. Some say the alleged incidents were said to occur on days the business was closed, or involved products they do not sell. When owners request basic information such as receipts, dates, photographs, batch numbers, or order details, the sender typically stops responding or repeats vague statements without providing evidence.

Several businesses only recognised the pattern after searching the phone number online and discovering similar warnings from other owners. Many said that checking the number earlier would have saved significant time and stress.

Phonely, which monitors scam activity reported by phone users, says it has received a rising number of reports linked to this behaviour in recent weeks, including repeated complaints associated with the same phone numbers.

Hannah, from Phonely, said:

““We’ve seen a growing number of reports from small businesses experiencing this exact pattern. In one case alone, we recorded 14 separate reports linked to the same number. We encourage any business that receives a similar message to check and share the number, helping to protect other businesses from falling victim.””

Small business owners are being advised to treat unsolicited complaints received solely via text or WhatsApp with caution, particularly where there is pressure for immediate refunds or a refusal to engage by phone.

Advice for business owners includes:

• Be cautious of complaints where the sender refuses voice contact
• Question claims that lack receipts, dates, or verifiable details
• Check unfamiliar numbers online before engaging further
• Keep responses professional and avoid admitting fault
• Do not issue refunds or compensation without evidence
• Keep records of all messages in case the behaviour escalates

Businesses who receive suspicious messages can check whether a number has been reported by others via Phonely’s public “Who Called Me” reporting platform at:
https://www.phonely.co.uk/who-called-me

Sharing reports can help identify emerging scam patterns and protect other small businesses from falling victim.