How to make a Subject Access Request
You have the right to ask for a copy of the personal data that Packnet holds about you under the Data Protection Act and General Data Protection Regulation (GDPR). This is called a Subject Access Request (SAR) – you can do this as an individual or as an authorised party on behalf of another individual.
The easiest way is to email us and tell us what information you would like.
Send your email to this addesss: accounts@pack-net.co.uk
Alternatively, you can send us a letter to our registered address.
When making your request, please include the following information:
- Name and address.
- Email address.
- Metis Account Number.
- Contact telephone number.
We’ll then process your request and email you within one calendar month – make sure you check that the email address we have for you is up to date.
Before you make a request:
- If you’re looking for copies of your bills or details of the plan you’re on, you can find these by logging into your Metis (https://mymetis.co.uk) account
- We can only release information if it’s your personal data and we’re able to verify your identity, or you have written authorisation from the relevant individual
For us to act on your request, we need to be able to verify your identity. If you’re making a request on behalf of someone else, you need to have written authority to do so.
When we’ll respond
Once we receive your SAR, we’ll respond within calendar month. In some cases, we might need to extend this period. If that happens, we’ll let you know.
We’ll work as quickly as possible – but if you can give us start and end dates for the information you’re looking for, it’ll help us respond to you sooner.
Who can submit a SAR?
Only individuals have the right to submit a SAR. This means:
- Living people
- Sole trader businesses
- Authorised third parties acting on behalf of individuals (such as a solicitor, carer or relative)
Businesses and corporate accounts can’t submit a SAR. So if you’re a Packnet customer seeking any, information about a business account, we won’t be able to help you under this process. You should contact our support team or your account manager.
If you are either a relative of someone who has passed away, or you’re the executor of an estate and you need access to information for administration purposes, please call our support team.
What you need to provide
Please attach the following:
Sufficient information to enable us to:
- Identify your account
- Locate the information you’re seeking – such as account notes or call recordings.
- Documents to confirm your identity and that you’re entitled to access the information you’re requesting.
- Documents authorising any third parties to submit the SAR – including their proof of identity
Until we have all this information, we won’t be able to deal with your request, nor are we obliged to under the legislation.