Subject Access Request to a Debt Collector: How to Send One

What is a SAR?

The right comes from data protection law, including the UK GDPR and the Data Protection Act 2018. It gives you the right to a copy of your personal data and information about how it is used. A debt collector, debt purchaser, solicitor or original lender must respond to a SAR in the same way as any other organisation.

A SAR is not the same as the Consumer Credit Act request in our guide to requesting your credit agreement. That request asks for the agreement itself and carries a £1 fee. A SAR asks for the data held about you, and is free.

Why use one on a debt collector?

• See the account history the collector holds, including dates and amounts
• Check that the data matches your own records
• Find out which agents, trace firms or credit reference agenciesCredit reference agencyA credit reference agency is a company that collects information about people's borrowing and sells it to lenders. The main UK agencies are Experian, Equifax and TransUnion.Read more → it has shared data with
• See notes of calls, complaints and your contact preferences
• Spot errors that could support a dispute or complaint
• Get evidence if you are unsure the debt is yours. See what to do if you do not recognise a debt

How to make one

Which? explains the steps. Send your request to the right person, which is often the data protection officer listed on the company's website, and keep it simple.

1. List what you want, such as account records, call notes, correspondence and details of who the data was shared with
2. Give your full name, address, phone number and any account or reference numbers
3. Mention that you are making a subject access request and that the organisation has one month to respond
4. Send it by email or recorded delivery, and keep copies of everything
5. If you ask by phone, follow up in writing

How long will it take?

The organisation must reply without delay and within one month of receiving your request. For complex or numerous requests it can extend by up to two further months, but it must tell you within the first month and explain why. Note the date you sent the request and the date it was received, because the deadline counts from receipt.

Will it cost anything?

A SAR is free. The company can only charge a reasonable fee if a request is manifestly unfounded or excessive, particularly if it is repetitive, or for further copies of the same information. If a firm asks for a fee, challenge it politely and ask them to explain the basis.

What you should receive

You should receive a copy of the personal data you asked for, in a commonly used format, whether it is held electronically or on paper. Companies may withhold some information, such as data that would identify another person, or data related to a criminal or tax investigation. If something is withheld, ask the reason.

A short example you can adapt

You do not need a formal template, but a clear request might say: "I am making a subject access request under data protection law. Please send me all personal data you hold about me in connection with account reference [number], including account records, call notes, correspondence and details of who my data has been shared with. Please reply within one month." Add your name, address and contact details, and keep a copy.

What to look for in the reply

• Does the name, address and date of birth match your records?
• Does the balance match the amount in the original statements?
• Are there notes of calls that you disagree with?
• Is there evidence the debt was assigned to the current owner?
• Has your data been passed to trace agents or other firms?
• Is anything missing that you expected, such as emails or complaints?

Other organisations in the debt chain

Each organisation holding your data has to answer a SAR separately. If a debt has been soldNotice of Assignment: Your Debt Has Been Sold, What to Do (UK)Received a notice of assignment? Learn what it means when your debt is sold, whether you have to pay, and how to check the new owner is genuine.Read more →, you may want to send one to the original lender, the debt purchaser, any collection agency and any solicitors, so you can compare what each holds. See our guide to a notice of assignment for how a debt moves between owners.

If they ignore you

If the company ignores your request or misses the deadline, you can complain to the Information Commissioner's Office (ICO). The ICO can investigate and fine organisations, but it cannot award compensation to individuals. Keep your evidence of when you sent the request. If you want to complain about how a regulated debt firm has treated you more broadly, our guide to debt collectors that will not stop calling explains the complaints route, including the Financial Ombudsman ServiceHow to Make an Insurance Claim and What to Do If It Is RejectedStep-by-step guide to making an insurance claim in the UK, what evidence to gather, what insurers must do, and how to complain to the Financial Ombudsman.Read more →.

Keep your own file

Create one folder for the debt: the original letters, your SAR, proof of posting, the reply and any follow-up. If you later complain to the firm, the Financial Ombudsman Service or the ICO, a clear timeline is the strongest thing you can bring. Note dates, because the one-month deadline runs from the day the request was received.

Before you use it

A SAR will not make a debt go away, and replying to a collector about an old debt can have consequences. If the debt may be very old, read our guide to statute-barred debt before you contact the firm, because a payment or written acknowledgement in England and Wales can restart the clock. Free advice from Citizens Advice, MoneyHelper, StepChangeStepChange Explained: What It Does and How It WorksWhat the debt charity StepChange offers, how its free debt advice and debt management plans work, who it suits and what to expect when you contact them.Read more → or National DebtlineNational Debtline: How It Works, When to CallWhat National Debtline is, who runs it, what it can help with, how to get free advice by phone, webchat or online tools, and what to expect.Read more → can help you decide.