Clueless when making a SAR

[TatMan]

I called BT earlier today and asked if the guide could look at my account and tell me on which date I made a SAR. Quite a simple request, at least you'd think so.

The guide started telling me how I must make a SAR using BT online form (I never asked to make a SAR and the online form isn't the only way), he then tells me there's a £10 charge (illegal, this isn't my 1st rodeo with SAR's and having to raise complaints with the ICO).

My question is.... How do you make a phone request to a person that is totally wrong on his understanding of how one can be made?

[Crimliar]

A it's not your "first rodeo" then you should be aware of the different ways you can make a Subject Access Request (SAR).  The online route does not ask for a payment, the customer services op may well have been confusing this with something else - the number of SARs they receive is probably very small!  You could have asked for a call back from a Data Protection Officer, possibly even a direct number, an email address, or a "real" address if you feel the need to send a recorded letter.  *There are a couple of other means of making a SAR too - but I hope you get my drift!

[Ali_A · Accepted solution]

Hi @TatMan 

There are a number of ways to request access to the personal data we hold for you. Our easiest method is through our online form found on our Privacy Policy | BT page, however our customer service team are able to raise this request internally when you call them or make the request in writing, without referring you back online. Sorry for any confusion with this. 
There is no charge to raise a Data Subject Access Request. 

Once you have raised a request, a ticket will be added to your account to confirm receipt. Or if the request was made online/in writing, the team may contact you via email if further information is needed to validate your request. 

We want to give all our customers an excellent service but if you feel your situation hasn't been handled the way you had hoped we want you to know how we can fix it. Please visit our Complaints code of practice page for details about our handling process.

Ali

[MBD53]

I am amazed that DPA/SAR training is not the first thing agents or "girl guides" or whatever receive. before they are allowed anywhere near a phone Obviously the ICO has not fined BT enough... at least in the past. There are laws in the UK, BT - you rely on them (like it's naughty to steal all your street furniture!), so comply with them.

[Quesada]

@MBD53 Having been down this route myself, I found that on both occasions, my formal DSA requests to both the former CEO, Mr Jansen and the present incumbent, Ms Kirkby, were seemingly "misplaced".  This led to two separate  investigations via the ICO, who because of the obvious non compliance of their own regulations, allegedly instructed BT to improve their internal processes. This was around January 2024 and again around July 2026. On the first occasion,  I did not receive the data for almost 4 months. This meant that it arrived too late, to assist me in a separate investigation, that was being carried out via the Communications Ombudsman. Their involvement was a direct consequence, of BT having placed my original complaint in "Deadlock".  In the most recent case and despite again being under investigation via the ICO, BT did not fulfil my DSA request for over 15 months. Intriguingly and although the data arrived whilst a second investigation was being carried out via the Communications Ombudsman, it would appear to have been overlooked. As a result, I have lost faith in BT and both of the Ombudsmen and my attempts to seek redress, are ongoing. In the meantime, feel free to correct me if I am wrong, but it is my understanding that BT have never been "fined", for what would appear to me, to be their continuing and blatant infringement, of ICO regulations.

[iniltous]

@Quesada This is a genuine question , why do you continue to use BT as your supplier , there are many alternatives to BT , so if ‘disappointed’ in the performance, behaviour, or whatever of BT why do you continue to patronise them , vote with your feet , why not leave and find another company that may better meet your requirements ?

[MBD53]

Good response, but it's a bit harder than you might imagine - "Overreach" or whatever withered limb of Better Trashed provides a lot of infrastructure for "other" providers

[MBD53]

I like your style @Crimliar here and in your direct response to my posting re email addresses. If you are a Breaking Bad fan, you will recognise my true praise by suggesting that your tag might refer to "Criminal Lawyer" (sic) in the Saul Goodman sense. Let's all ask for a SAR right now - everybody - so they get some needed practice! Oh and they used to be billable at up to £25 (I'm not sure any transaction genuinely costs less) but are now "free" to requester so we don't actually need the ICO to fine BT when we can all enjoy do it. And the sheer PLEASURE of doing so, lol. I'm gonna need to lie down!

[garybs29]

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@MBD53wrote:

Good response, but it's a bit harder than you might imagine - "Overreach" or whatever withered limb of Better Trashed provides a lot of infrastructure for "other" providers

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Why the need to be so childish? There are plenty of other providers who use their own line s& not openreach. Or are you one of those who won't move as it'll take away the opportunity to just grump about BT?

[MBD53]

does  - ad rem non ad hominem - mean anything to you Garry? @garybs29 

I'm unsure that you are a "Recognised expert" in personal advice!

If you are referring to my concern that large corporations sometimes "er, overlook" the law - I'm not sure I would regard that as childish. I'm not sure BT would either - it's "the law " that's stopping people nicking all their external equipment lol.

I think we should agree to comment no further on each other's posts - please promptly agree to that arrangement.