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