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What to do if…
you receive a message that someone in custody has restricted contact and you are unsure what it means

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

Short answer

Do not act on the message itself. Verify the holding place through official contact details, then ask the holding place or their solicitor what “restricted contact” means in this case and what you are allowed to do.

Do not do these things

  • Do not reply with your address, bank details, passwords, verification codes, or copies of ID.
  • Do not click links or call numbers contained in the message until you have checked them independently.
  • Do not send money for “release”, “phone credit”, “fees”, or “urgent admin” based only on a message.
  • Do not assume the phrase means immediate danger; it may be an administrative, security, safeguarding, public-protection, or discipline-related control.
  • Do not try to work around restrictions by asking other people to pass messages or by using new numbers or accounts.
  • Do not post names, locations, custody details, or screenshots on social media.

What to do now

  1. Save the message without engaging. Screenshot it, note the time, date, sender name or number, and any link shown, then stop interacting with it.

  2. Check where the person is held using details you find yourself.

    • If you think they are in police custody, use the police force’s official website or main public contact route and ask how to reach the custody desk.
    • If you think they are in prison, use the prison’s official GOV.UK page or the GOV.UK prisoner-location service if you do not know the prison.
    • Do not use phone numbers, links, payment instructions, or email addresses supplied only in the message.

  3. Ask a narrow verification question. Say: “I received a message saying restricted contact. I am trying to check whether it is genuine. What details do you need from me to confirm the correct process?” Give only the minimum details needed to identify the person, such as full name, date of birth, prisoner number if you already know it, or custody reference if you already have it.

  4. If this is police custody, ask about process, not confidential details.

    • Ask whether the person has been offered free independent legal advice.
    • Ask whether there is any delay or restriction affecting their ability to have someone informed of their detention.
    • Staff may not be able to tell you the reasons or case details, but they can usually tell you the correct route for urgent welfare information.

  5. If this is prison, ask what contact route is affected. Ask whether the restriction relates to:

    • phone calls or voicemail
    • letters or email-style prisoner messaging
    • social visits or video calls
    • being on an approved contact or visitor list
    • a closed visit, where physical contact or passing items may be restricted

  6. If the message suggests you are the restricted contact, pause direct contact until you check. Do not call, message, visit, or ask someone else to pass a message until the holding place or the solicitor confirms what is permitted.

  7. Use the solicitor route if you know it. Contact the solicitor using details you already trust, or ask the holding place what the correct route is for passing urgent welfare information to the legal representative. Do not ask staff to give you confidential legal details they are not allowed to share.

  8. If there is a real welfare concern, name it clearly. Say “welfare concern” and give brief facts, such as medication, disability needs, serious mental-health risk, self-harm risk, threats from others, or urgent family information. Ask staff to record it and pass it to the relevant welfare, healthcare, or safer-custody route.

What can wait

  • You do not need to decide now whether to complain, take legal action, contact the media, or travel to the holding place.
  • You do not need to interpret the phrase yourself; wording varies by holding authority and by the person’s status.
  • You do not need to send money, documents, or long explanations before you have verified the message through official contact details.
  • You do not need to keep refreshing your phone or repeatedly calling if staff have told you the correct route and you have passed on any urgent welfare information.

Important reassurance

It is understandable to feel alarmed by the phrase “restricted contact”. Some restrictions are administrative, security, or safeguarding controls, and the safest first step is to verify the message before doing anything that could make the situation harder.

Scope note

These are first steps only: verifying the message, avoiding scams, passing on urgent welfare information, and not breaching a possible contact restriction. Later decisions may need help from a solicitor, the prison or custody service, or a specialist support organisation.

Important note

This is general information, not legal, medical, financial, therapeutic, or professional advice. Exact rules and contact routes vary within the UK and by the holding authority, the person’s status, and any court, safeguarding, or security restrictions.

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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