Our role
Transformation partner to CoLP, as the national lead force for fraud
Our deliverable
Design, build and operate the national Fraud and Cyber Crime Reporting service
The outcome
Improved accessibility, better victim experience, faster disruption of crime
With fraud and cybercrime comprising half of UK crime, City of London Police transformed reporting services, creating a faster, more accessible system that improves victim outcomes while accelerating prosecutions.
Setting the scene
Cyber crime and fraud makes up half of UK crime and is estimated to cost the economy £26 billion, while causing significant harm to victims. As crime rates increased, the existing services including Action Fraud and the National Fraud and Intelligence Bureau were unable to maintain pace. Poor-quality data, slower investigations and a weaker victim experience made it clear that things needed to change.
Working with a new City of London Police (CoLP) leadership team, we led the response to this challenge with an ambitious programme to modernise services, improve data quality and build a system that can keep pace with evolving criminal threats and support UK policing to disrupt and prosecute more effectively.
Our work
We redesigned the end-to-end fraud reporting service with victim experience at its core. Working across both the public-facing Victim Services function and the Crime and Intelligence Service - which supports investigators - we delivered one connected system from first report through to onward action.
Now Report Fraud is live, we are delivering the front end of the victim reporting managed service.
We used an asset-led design approach, making the most of ready-to-use technology (AWS Connect, Microsoft Dynamics 365 and Palantir Foundry) to reduce complexity and accelerate delivery, leveraging AI capability within those platforms to identify viable lines of enquiry and improve early identification of vulnerable victims. From the outset, we worked as one team with CoLP, agreeing a partnership charter that shaped how we delivered together.
We supported adoption through training, a champions network and hands-on coaching after go-live. Security and compliance ran through the programme, with built-in controls to protect sensitive data and meet policing standards.
The result is a more accessible service that helps people report fraud more easily, provides investigators with better data and tools for identifying viable lines of enquiry while strengthening the response to modern crime.
"The successful implementation of Report Fraud has launched a vital national policing service - one of the most significant transformations in the organisation’s history. PwC, as prime delivery partner, worked as an integrated and trusted member of the programme, demonstrating exemplary collaboration and delivering to the highest standards of partnership and delivery excellence."
Chris Bell
Service Delivery Director, Report Fraud, City of London Police
The impact
The new “Report Fraud” service went live in December 2025 and quickly delivered measurable results. The PwC-led operations team are answering calls eight times faster than the legacy service, with abandoned calls reducing from 34% to 5%. Within the Crime and Intelligence Service, instant prioritisation helped reduce delays that had previously taken up to a week, so reports with viable lines of enquiry can be pursued sooner.
The time to process a victim’s report has reduced by an average of 32 days. The number of crime reports being sent to police forces each week to pursue has more than doubled; the number sent within three days has increased by 800%.
Automation is increasing the opportunity to disrupt the perpetrators of fraud. In the first six months of operation, 20,600 email addresses, mobile phone numbers, bank accounts, and other enablers of fraud were flagged for disruption (blocking/closure).
Victims now have a faster, clearer reporting journey, and staff can spend more time on complex cases. Together, those changes have created a stronger platform for tackling fraud today, while adapting to how crime changes in the future.
Report Fraud has also been named Data Transformation of the Year at the British Data Awards 2026, reflecting the public value, measurable impact and strength of the transformation delivered.
Contact us
