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uk Legal, police, prison & official contact unexpected prison call • unknown caller from prison • detention facility phone call • collect call confusion • call says from prison • automated message from prison • someone detained calls me • unknown person in custody • police custody call • reverse charge call uk • prison phone scam • hmcts scam call • someone asks for money by phone • verifying a detainee identity • unwanted prisoner contact • unknown inmate calling • suspicious official phone call • call from custody suite • press 1 to accept call

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

Short answer

Don’t confirm your identity or pay anything on the call. End it, then verify independently by contacting the claimed prison/police via an official number you find yourself.

Do not do these things

  • Don’t give personal details (full name, address, date of birth, workplace, bank details) “to confirm it’s you”.
  • Don’t make any payment during the call (card payment, bank transfer, “top-ups”, gift cards, crypto) because you feel pressured.
  • Don’t follow instructions from the caller/recording to call back a number they provide without checking it’s official.
  • Don’t agree to “keep this secret” or act immediately — urgency is a common scam lever.
  • Don’t keep talking “to be polite” if you feel unsure. Ending the call is allowed.

What to do now

  1. If it’s ringing now: don’t accept, or hang up.
    If you already accepted, you can say: “I don’t know who this is. Tell me your full name and where you’re calling from.” Then end the call.
  2. Write down what you can without engaging.
    Note the time/date, the number shown on your phone, and any automated wording (for example, “a call from a detention facility” or “press a key to accept charges”).
  3. Assume “official-sounding” prompts can be faked — verify independently.
    UK prison calls often use recorded/automated systems and may still lead to charges. Scams can mimic that style. Your safety rule: do not use any number given on the call.
  4. Verify using an official number you find independently.
    • If the message named a specific prison, search for the prison’s official listing (HMPPS/GOV.UK contact information or the prison’s official website) and call the main switchboard.
    • If it sounded like police custody, call 101 and ask how to contact the relevant custody suite to check whether someone has tried to name you as a contact. (They may not confirm details, but can advise what’s possible.)
  5. If you want the calls to stop, use the Unwanted Prisoner Contact Service.
    Use the GOV.UK “Stop prisoner contact” online form (Unwanted Prisoner Contact Service) to request blocks on unwanted calls/letters/texts. Use whatever details you have (claimed name, prison, number calling from, dates/times).
  6. If the call mentioned courts, fines, bailiffs, or arrest unless you pay: treat it as a scam until proven otherwise.
    Do not pay or “verify” yourself on the phone. Independently check any claimed court/tribunal contact using official channels.
  7. Protect your phone and finances right now.
    • Ask your phone provider about blocking chargeable/reverse-charge calls and any third-party billing services you don’t want.
    • Check your recent calls/bill for unexpected charges; if any appear, contact your provider immediately to dispute and block further charges.

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 until you’ve verified what’s real.
  • You do not need to pay anything “to stop things getting worse”.

Important reassurance

It’s common to feel shocked or guilty when a call sounds “official.” Ending the call and verifying independently is a safe, normal response — and it protects you and anyone genuinely in custody.

Scope note

These are first steps only: the goal is to prevent scams, protect your identity/finances, and verify what’s real. If it turns out to be someone you know, later steps may involve support, legal advice, or formal processes.

Important note

This is general information, not legal advice. What staff can confirm varies by place and situation. If you feel threatened or unsafe, contact the police (999 in an emergency; 101 for non-emergencies).

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