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What to do if…
you are contacted by a detention facility saying someone listed you as their emergency contact

Short answer

Stop, hang up, and verify the contact using an official number you find yourself (not the number that called you). Do not share personal details or send money based on an unexpected call.

Do not do these things

  • Do not send money or “confirm” payments (fees, fines, bail, “release costs”, transport, phone credit, vouchers, crypto) because of an unexpected call.
  • Do not trust caller ID, a voicemail number, WhatsApp messages, or a “case number” as proof it’s real.
  • Do not give personal details (address, date of birth, bank details, ID photos) just to “confirm you’re the emergency contact.”
  • Do not travel to a police station/prison, or agree to collect property, until you’ve verified the facility and the request.
  • Do not message or post about it publicly while you’re still unsure whether it’s real.

What to do now

  1. End the incoming call and take control of verification.
    Say: “I can’t discuss this on an incoming call. I’ll call back via the official switchboard.” Then hang up.

  2. Verify the organisation using an official route you locate yourself.

    • If they said police custody/station: call 101 (or use your local force’s main published number) and ask to confirm whether the contact was genuine or to be put through to the custody desk.
    • If they said prison: use GOV.UK’s prison directory (“Prisons in England and Wales”) to find the prison’s published switchboard number, then call that number.

  3. Ask for the minimum needed to confirm it’s real (and accept that staff may be limited).
    Ask:

    • “Is there someone there who has listed my number as an emergency contact?”
    • “What name do you have for them?” (and any other identifier they can lawfully share)
    • “What exactly are you asking me to do right now?” If they can’t confirm details, ask: “Can you pass them a message to contact me through approved channels?”

  4. If you don’t recognise the person (or you don’t want involvement), say so clearly and ask to be removed.
    Script: “I don’t know this person / I can’t act as an emergency contact. Please remove my details and do not share my information with them.”

  5. If you are receiving unwanted contact from someone in prison, use the national stop-contact route.
    Use the Stop prisoner contact process (online form), or contact the Unwanted Prisoner Contact Service by phone/email. This is appropriate if contact feels harassing, coercive, or unsafe.

  6. If it seems genuine and you’re worried about immediate welfare, treat it as a welfare concern (not a negotiation).
    Call the prison switchboard (from GOV.UK) and ask for the duty governor/safer custody/welfare contact, and state: “This is an urgent welfare concern about an individual.”

  7. If the call involved money, secrecy, threats, or pressure to stay on the phone: treat it as a scam.

    • Stop engaging.
    • Report it via Report Fraud (the national fraud reporting service).
    • If you shared bank details or sent money, contact your bank immediately using the number on your card/app.

  8. If it’s real and it’s someone you know, keep your role small and practical at first.
    Ask what specific immediate action is needed (for example: confirming a medical allergy, receiving a message, or arranging a scheduled property drop-off). If legal advice is needed, the detained person can request a solicitor; you do not need to “fix” anything during the first call.

What can wait

  • You do not need to decide today whether to take on an ongoing support role.
  • You do not need to contact their employer/landlord/family immediately.
  • You do not need to travel, sign anything, or share documents right now.

Important reassurance

This situation feels urgent and alarming even when it’s legitimate—and it’s also a scenario scammers exploit. Slowing down to verify through official numbers is a normal, safe response and won’t harm someone who is genuinely in custody.

Scope note

These are first steps to confirm the contact is real, prevent scams, and avoid accidental disclosures. Next steps (visits, property, safeguarding, legal support) depend on the type of detention and what the detained person wants.

Important note

This is general information for immediate harm-prevention and verification, not legal advice. Policies vary and staff may be restricted in what they can disclose. If you believe a crime is in progress or someone is in immediate danger, call 999.

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