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What to do if…
you receive an unexpected collect call from a detention facility and you do not know who it is

Produced and maintained by PanicStation.org Published: Last reviewed: Editorial policy UK guide

Short answer

Do not confirm your identity or pay anything on the call. End it, write down what you noticed, then verify independently using official contact details you find yourself.

Do not do these things

  • Do not give personal details such as your full name, address, date of birth, workplace, bank details, or National Insurance number to “confirm it’s you”.
  • Do not make a card payment, bank transfer, top-up, gift-card payment, or crypto payment because the call feels urgent.
  • Do not call back a number given by the caller or recording unless you have checked it independently.
  • Do not rely on the caller ID, the recorded message, or official-sounding wording as proof that the call is genuine.
  • Do not agree to keep the call secret or act immediately.
  • Do not keep talking to be polite if you feel unsure. Ending the call is allowed.

What to do now

  1. If it is ringing now, do not accept it, or hang up.
    If you already accepted, say only: “I do not know who this is. I’m ending the call and will verify independently.” Then hang up.
  2. Write down what you can without calling back.
    Note the date and time, the number shown on your phone, any name or place mentioned, and the exact wording you remember, such as “detention facility”, “prison”, “custody”, “collect call”, or “press a key to accept”.
  3. Treat the wording as unverified until you check it.
    A real prison or custody-related call and a scam call can both sound formal. Use this rule: do not pay, do not share personal information, and do not use a number supplied during the call.
  4. If a prison was named, verify through official prison information.
    Search for the prison on GOV.UK or another official prison contact page, then call the main switchboard. Ask in general terms whether the prison uses calls of that kind and whether there is a safe way to deal with an unwanted or unknown call. Staff may not be able to confirm personal details.
  5. If it sounded like police custody, use the police non-emergency route.
    Call 101 for a non-emergency police enquiry and ask how to contact the relevant custody office or force switchboard. If anyone is in immediate danger, call 999.
  6. If you want prisoner contact to stop, use the Unwanted Prisoner Contact Service.
    Use the Stop Prisoner Contact service to request non-contact from someone in prison. Give only the details you have, such as the claimed name, prison, phone number, dates, times, and what was said.
  7. If the call mentioned courts, fines, bailiffs, warrants, or arrest unless you pay, treat it as suspicious.
    Do not pay or share personal information. Use official court or tribunal contact details found independently, following any Scotland or Northern Ireland routing shown by GOV.UK. If you think it was fraud, use Report Fraud if you are in England, Wales or Northern Ireland; in Scotland, use 101.
  8. Protect your phone and finances.
    Ask your phone provider what call barring, premium-rate, reverse-charge, or third-party billing blocks are available. Check your recent call list and bill; if you see unexpected charges, contact your provider to dispute them and ask how to prevent more.

What can wait

  • You do not need to decide whether to help anyone today.
  • You do not need to work out whether you should have answered.
  • You do not need to contact family, friends, or post online before you have verified what is real.
  • You do not need to pay anything to stop things getting worse.
  • You do not need to solve the caller’s situation during this call.

Important reassurance

A sudden call that sounds official can make anyone feel shocked, guilty, or rushed. Ending the call and checking through official routes is a normal, safe response, and it does not stop you helping later if the call turns out to be genuine.

Scope note

These are first steps only. The goal is to prevent scams, protect your identity and money, stop unwanted contact where needed, and verify what is real; later decisions may need specialist help.

Important note

This is general information, not legal, financial, or other professional advice. What staff can confirm varies by place and situation. If you feel threatened or unsafe, contact the police on 999 in an emergency or 101 for a non-emergency.

Additional Resources

Closely connected guides that may be useful during the same situation or its immediate aftermath.

About this guide

This guide was produced and is maintained by PanicStation.org using its published editorial process. Official and specialist sources are checked where relevant, and AI-assisted tools may be used for drafting, organisation, and consistency checks. The site operator remains responsible for publication, revision, and removal decisions.

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