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Requesting your personal data from O2

COVID-19 Impact

Following Government and NHS advice, our teams are currently working at a reduced capacity. This means we’re unable to process Subject Access Requests as quickly as we’d like.

We also won’t be able to receive or respond to requests by post for the time being, so please submit your request by email.

We’ll be back up and running as normal at the earliest opportunity, but in the meantime there’s likely to be a delay in completing your request.

We’re sorry for any inconvenience this may cause you, and we’re grateful for your patience in these unusual circumstances.

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 SubjectAccess2@o2.com or write to: Subject Access, O2 Partnership, Chester Road, Preston Brook, Runcorn, WA7 3QA. 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.

What to provide

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

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

Subject Access Team
Preston Brook
Chester Road
Runcorn
WA7 3QA

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.

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.

Types of information

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 your mobile number

We can give you the date and time of any calls and texts you’ve sent. We can also give you the phone numbers you’ve called or texted, but we’re not able to give you the dates, times or 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.
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

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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