You have the right to request a copy of your data by making a Subject Access Request (SAR). Requests are free of charge (though giffgaff reserves the right to charge an admin fee in rare cases).
How to submit a request
Online (quickest & easiest)
Online (quickest & easiest)
The fastest way to make a request is by completing this form in the chat window.
By Post
By Post
If you prefer postal communication, send the required verification documents (listed below) to our address (see Section 9: 'How can I contact you?' in our terms).
Identity Verification Requirements
To process your SAR, we must verify your identity. Please provide:
A coloured copy of your passport, driving licence, birth certificate, or utility bill showing the account holder's name.
Your SIM Serial Number (SSN) (if your request relates to your phone account).
Timelines & Important Limits
Timeframe: We aim to fulfil requests within 30 days. Complex requests may take up to 2 months (we will update you within the first 30 days regardless).
Call/SMS History Limits:
Records are kept for 12 months only.
Records only cover outgoing calls and text messages (SMS).
We cannot provide incoming call/SMS records or the content/messages of any communication.
Frequently Asked Questions & Quick Self-Service Options
Important Notes
File Format: Your SAR document will be delivered as a PDF to the registered account holder's email address.
Refusals: We may refuse a request if we cannot verify your identity, or if the request is clearly unreasonable or excessive.
Data Retention: Some data may be retained for legitimate or legal reasons (e.g., to continue providing your service).
Quicker Alternatives for Common Requests
Before submitting a full SAR, you can manage common tasks directly:
12-Month Call & Text Records: Faster to obtain by reaching out directly to an agent.
Update Account Details: Change your address or payment method in your dashboard settings.
Marketing Preferences: Too many emails? You can update your marketing preferences here.
Other Rights & Privacy Queries: 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.
Note: 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’.