You have the right to request a copy of your data by making a Subject Access Request (SAR). Subject Access Requests can be made online or via post.
The quickest and easiest way for us to fulfill your SAR request is via this form.
Making a Subject Access Request (SAR)
Making a Subject Access Request (SAR)
We aim to fulfill your request within 30 days, but if it’s a bit more complicated, it might take up to 2 months. But don’t worry, though - we’ll keep you in the loop and provide you with an update within 30 days.
So we can get started on your SAR, we need to verify your identity. Please provide the following information:
A coloured copy of the passport/driving licence/birth certificate or a utility bill with your account holder's name, and;
Your SIM serial number (SSN) if your request is related to your phone account
Prefer to communicate via post? No worries - you can forward the documentation listed above to our address (See section 9 'How can I contact you?').
Note: Just so you know -
We only hold records of your calls and text messages (SMS) for the past 12 months
We only hold information about outgoing calls and SMS
We can't help with incoming calls, SMS records or the content of each call or SMS
Are there any costs involved?
Making a SAR is free of charge. However, giffgaff reserves the right to charge an admin fee.
Frequently Asked Questions (FAQs)
Just a few points to keep in mind:
We may refuse your request if we can’t verify your identity, or your request is clearly unreasonable or excessive
In some cases, we might need to retain it for legitimate or legal reasons (e.g. so we can keep providing the service)
The SAR document will be sent in PDF format to the account holder's email address
We’ve also got some quick self-service options for the most common type of requests we get:
Access Request: Get a copy of your call and text usage records for the last 12 months. It's faster and easier by reaching out to an agent.
Amendment Request: Have your details changed? New address? New payment method? Not a problem - you can update them.
Change Marketing preferences: Too many emails? You can update your marketing preferences.
To find out more information about how we protect your information, or if you would like to raise any data protection or privacy queries with us, including if you want to exercise any of your data subject rights under GDPR in relation to your information, you can contact using the methods provided above.
For any other type of Subject Access Request, just get in touch with one of our agents, and we’ll be happy to help. This includes requests to erase the data we hold about you, also known as ‘the right to be forgotten’.
Did this solve your problem? If not, pop over to our friendly community or chat with our giffgaff HelpBot for a quick answer. Alternatively, ask one of our helpful agents for an answer within 24 hours.