General info and tools

Please see the articles in this section, assisting with general questions and navigation


We don’t know who you are or where you are – unless you tell us.  And what you say is between you and Missing People.
We’d like you to trust us enough to talk to us. It can be hard to look for support from a stranger and describe what’s going on for you and how you’re feeling about things. You are free to tell us what you want. We will listen and support you so that you can make the right choices for you. We won’t judge you.
We believe that you have a right to anonymity.  This means you don’t have to give us your name when you contact us, or tell us where you are or where you live.  If you do tell us your details, we will keep your contact with us confidential – only you and Missing People will know about it. If you ask us to take action for you like calling someone or passing a message, we will ask you for some real details about you so that we can do that – usually your name, date of birth and contact details. If you give us your details, you agree to us keeping a record for you.
Our confidentiality applies to calls, emails, texts, web (1-2-1) chat and these systems don’t tell us where you are.  Your phone bill won’t show that you called us, although you would need to delete our 116 000 number from your phone call history or messages if you were worried someone might look at your phone to see who you have called.  
If we do know who you are – because you’ve told us – and we think you or someone else is at risk of serious harm – for example, if you tell us that you might kill yourself or we know you are in danger, then we would have to consider telling emergency services so they could help you to be safe.  We will always try to talk to you about why we want to do this because you have a right to know if we are thinking about taking any action which will affect you.
We take our duty of confidentiality very seriously and we would only pass on information where our policy (as in the example above) or the law dictates, for example, if the police request us to share information and we agree that such a request is valid under the relevant terms of the Data Protection Act.  We might have to make a special request to our communications providers to find out about where you are.
For the purposes of training and monitoring of service quality, phone calls to our services may be listened in to by additional members of staff or volunteers. All of the charity’s staff and volunteers are bound to adhere to our confidentiality policy.
If you have any concerns about confidentiality, just ask us at the beginning of your contact with us.
If you have any questions about our confidentiality policy, you can ask a member of our helpline team by calling or texting 116 000, or by emailing: This email address is being protected from spambots. You need JavaScript enabled to view it..

Privacy of Data

This website is operated by the charity Missing People. Missing People takes your privacy very seriously and is committed to protecting any personal information we might hold about you. This Privacy Policy tells you what we do with any personal information you provide to us.
Missing People is registered with the Information Commissioner’s Office as a Data Controller which means we are responsible for how we use the data we hold.   We have a data protection officer who is responsible for ensuring that the charity protects your data and abides by the Data Protection Act 1998 and the EU General Data Protection Regulation 2016.  He can be contacted through This email address is being protected from spambots. You need JavaScript enabled to view it. and will provide more information about our policies if required.

What we do with Service User data

Missing People keeps your personal information, i.e. information from which you can be identified, on a secure database to which only we have access.  The use of a database means that we are able to quickly resume effective communication even when last contact was a while ago with another member of staff.  We only store information that is relevant to a missing person case.  The period for which we hold the data after the missing person has been found is currently under review (Dec. 2016).
If you have any concerns and would like to contact us, or wish to access or delete the information we hold about you, you can e-mail us at This email address is being protected from spambots. You need JavaScript enabled to view it.  and we will respond quickly.

What we do with Supporter data

Please see our fundraising promise.

Statistical Data

We collect anonymous, statistical data about our work. For example, we record how many of our calls come from young people and from adults. It’s important we do this so that we can develop and improve our services and also show the people who fund our work how we use their donations. These reports do not include anything that could identify you. We use the reports to help fundraise to pay for our work, and to campaign to improve the situation for young people who may need to use Runaway Helpline

Feedback and Complaints

If you are a service user and you have a comment, praise or complaint regarding Missing People’s services please click here for details of our feedback and complaints policy.
If you are a supporter and you have a comment, praise or complaint then please go to our fundraising promise.

Terms of Use

This site is provided by Missing People and its use is subject to the following terms and conditions. Missing People reserves the right to change the Terms of Use at any time by posting changes online.

Use of this Website

This site contains information for personal use only, and must not be reproduced on any other website or for commercial gain.
This website is for information only and should not be considered as a substitute for seeking appropriate advice. So far as permissible by law Missing People does not accept liability to any person relating to the use of any information on this website.


Missing People must approve links to the site prior to their creation. Please contact This email address is being protected from spambots. You need JavaScript enabled to view it..

Copyright and Trade Marks

Missing People or its content suppliers own the intellectual property rights of any material used on the site including text, video, photographs and pictures. Unauthorised use including reproduction, storage, modification, distribution or publication without prior consent is prohibited.
The names, logos and all related design marks, slogans, product and service names are the trade names, trade marks or service marks of Missing People and must not be used without consent.
If you have any queries or complaints about these Terms and Conditions please email Missing People at This email address is being protected from spambots. You need JavaScript enabled to view it. or write to Missing People PO Box 28908, London, SW14 7ZU.


Missing People has a strict policy to not respond to and to immediately remove any postings on its social media platforms, blog and website, that:
  • contains any material which is defamatory;
  • contains any material which is obscene or offensive;
  • infringes any copyright, database rights, trade mark or other intellectual property right or other right of any other person be likely to deceive any person;
  • contains any material which constitutes or encourages conduct that could be considered a criminal offence, give rise to civil liability, or otherwise be contrary to the law;
  • is made in breach of any legal duty owed to a third party such as a contractual duty or obligation of confidentiality;
  • is likely to harass, upset, embarrass, alarm or annoy any other person;
  • is likely to disrupt our service in any way;
  • gives the impression it emanates from us where this is not the case;
  • advocates, promote or assist any unlawful act, for example copyright, trade mark infringement, or computer misuse;
  • puts a missing person at greater risk.


With the exculsion of missing person appeal photograpgs all photographic images on this website have been posed by models to depict fictional situations.

Other Policies

Due to limited resources we are only able to respond to chat, emails and SMS received in English. However, if you can contact us by phone we have the facility to offer support via a confidential third party organisation in other languages.


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