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Requesting your personal data from O2

Requesting your personal information from O2

UK data protection law gives you certain rights in relation to your data. One of those is that you, or someone else if you’ve given them permission, can ask us for the details we hold about you. This is known as a Subject Access Request, or SAR.

How to make a Subject Access Request

To make an SAR, send an email to SubjectAccess@o2.com or write to: Data Controller - Subject Access, Telefonica UK Ltd, 5 Reynoldston Close, Brackmills Industrial Estate, Northampton, NN4 7BX. You’ll need to include some proof of identification. Take a look at the Pay Monthly and Pay As You Go sections below to find out what you’ll need to provide. If you want to speed up the process, you can also fill out our Subject Access Request form and include it with your email or letter.

We'll provide the information you’ve asked for within 30 calendar days of receiving your SAR, as long as we can see that you’re entitled to it. If your request is complex, it could take us a further two months to process and depending on its nature, we may charge you a processing fee.

Your other data-related rights

You have additional rights to do with your personal data. To exercise these rights you, or someone else if they can prove they have your permission, can make a Data Rights request. With some exceptions and limitations, you can make the following Data Rights requests:

  • Right to Access
    • Get a copy of your personal data.
  • Right to Rectification
    • Correct inaccurate personal data.
  • Right to Erasure
    • Erase data we no longer need for any purpose.
  • Right to Data Portability
    • Ask for a copy of personal data you provided to us.
  • Right to Object
    •  Object to marketing from O2.

How to make a Data Rights request

You can make a Data Rights request by emailing us. You’ll need to include some proof of identification. Take a look at the Pay Monthly and Pay As You Go sections below to find out what you’ll need to provide. To speed up the process, you can also fill out our Data Rights Request form. Email your Data Rights request to datarightsteam@o2.com or, if you prefer, you can write to us at: Telefónica UK Limited, Correspondence Department, PO BOX 694, Winchester, SO23 5AP. Don’t forget to include your form, if you choose to fill one out.

Pay Monthly customers

To make a Subject Access Request or Data Rights request, you'll need to provide ID confirming your name and address. This could be your driving licence, a utility or Council Tax bill or a bank statement. If you’d like copies of your bills, you can access them online at My O2, or you can request them through our customer service team.

Pay As You Go customers

To make a Subject Access Request or Data Rights request you'll need to provide ID confirming your name and address. This could be your driving licence, a utility or Council Tax bill or a bank statement. You must also prove you're the owner of the mobile number, by providing one of the following:

  • Sim purchase receipt - this must show the mobile number. We can't accept handwritten receipts.
  • Phone purchase receipt - this must show the IMEI number. We can't accept handwritten receipts.
  • Photocopy of the credit/debit card used to top up. This should show your name and the last 4 digits of the card number.
  • Top-up card
  • Historic top-up receipts

Copies of contracts

We can’t supply you with a signed copy of your phone contract. You’ll find details of your contract terms in our Terms and conditions.

Calls or texts made from and to your mobile number

We can give you the date and time of any calls and texts you’ve sent or received. We can also give you the phone numbers you’ve called or texted, but we’re not able to give you the numbers that have called you. We only keep any of this information for 12 months.  

Recordings of calls you’ve made to or received from O2

We can’t guarantee that all calls you have with us are recorded. We keep any recordings for six months and can only provide audio recordings.

Information that we can’t provide

We can only provide information considered to be your personal data under an SAR. We won't be able to provide:

  • Phone numbers that have called or texted you (these are available on production of a Court Order only, as they are classed as third party disclosure)
  • The content of text messages or personal phone calls
  • Phone numbers, photos, video clips or text messages stored on your phone.

Applying on behalf of someone else

If you’re applying on someone else’s behalf, you’ll need to give us their address and contact details as well as your own. We’ll also need proof that you have their permission.

Solicitors

If you need a statement with your bills, you must supply a typed and signed authority by the applicant on headed paper, including your client's name, full address, mobile number and the date range you want us to cover. Send it to: Court Disclosure, Telefonica UK Ltd, 260 Bath Road, Slough, SL1 4DX, or email it to CourtDisclosure@o2.com.

If your client is a Pay As You Go customer and can’t provide sufficient proof of ownership, we won’t be able to proceed without a Court Order.

Any Court Order must be stamped and signed by the courts, served on O2 and include the mobile number, date range and detailed disclosure type in question.

Without meeting all of these criteria we can’t disclose data and the order will have to be amended. Please let us know where you’d like the data to be sent, or it will go straight to the court.

Exceptions

O2 is not obliged to comply with a SAR from an individual if the request is similar or identical to one that we’ve already complied with in relation to that individual. This exemption will not apply if a reasonable interval has elapsed between the two requests and further information has been processed since the first request. O2 also reserves its rights to rely on other legal exceptions or exemptions.

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Requesting your personal data from O2

Under Section 7 of the Data Protection Act 1998 Act, you have the right to access your personal data held by O2. This is known as a Subject Access Request (SAR). The process you should follow to do this is set out below.

You can make a SAR to receive your own personal data. Or a third party can make a SAR for you, with proof they have your permission.

If you’re a Pay Monthly customer you may be able to access your bills online at My O2, or you can request copies through our customer service team.

Only information considered to be your personal data will be released under a SAR. We won't be able to provide:

  • The phone numbers of calls or texts you’ve received (see Requesting call records via a solicitor).
  • The content of text messages or personal phone calls.
  • Numbers, photos, video clips or text messages stored on your phone.
Making a valid SAR

Put your request in writing to O2. To speed up the process you should complete the O2 Subject Access Request Form.

Pay a non-refundable admin charge of £10. This must be a cheque or postal payable to Telefonica UK Ltd.


 

Pay As You Go customers

You'll need name and address identification. This can include driving licence, utility bill, council tax bill, and bank statement.

You must also prove you're the owner of the mobile number. This can be by one or more of the following:

  • Sim purchase receipt - this must show the mobile number. We can't accept handwritten receipts.
  • Phone purchase receipt - this must show the IMEI number. We can't accept handwritten receipts.
  • Photocopy of the credit/debit card used to top up. This should show your name and last 4 digits of the card number.
  • Top-up card.
  • Historic top-up receipts.

Send your completed form, the fee and proof of identity and ownership to:

Data Controller
Subject Access
Telefonica UK Ltd
5 Reynoldston Close
Brackmills Industrial Estate
Northampton
NN4 7BX

The more specific you are and the more information you provide, the quicker we'll be able to respond.

We'll respond to your request within 40 calendar days of verifying your details.

Requesting your personal data for O2 Travel Insurance

Send your request and a cheque or postal for £10 made payable to Mondial Assistance UK Ltd to:

O2 Quality Standards
Mondial House
102 George Street
Croydon
Surrey
CR9 1AJ

Requesting call records via a solicitor

If outgoing data is required and your client is a Pay Monthly customer see Requesting your personal data from O2, above.

If you require a statement with your bills you must supply a typed and signed authority by the applicant on headed paper, including your client's name and full address, including postcode, mobile number and the date range you wish us to cover and send it to:

Court Disclosure
Telefonica UK Ltd
260 Bath Road
Slough
SL1 4DX

or by email to CourtDisclosure@o2.com.

If your client is a Pay As You Go customer and cannot provide sufficient proof of ownership, we cannot proceed without a Court Order.

If phone numbers of incoming records are required, this is available on production of a Court Order only, as it’s classed as third party disclosure.

Any court order must be stamped and signed by the courts, served on O2 and include the mobile number, date range and detailed disclosure type in question.

Without meeting all of these criteria we can’t disclose data and the order will have to be amended. Please confirm where the data should be sent, or it will go straight to the court.