They said this… · Telecoms & broadband

“We do not have to provide the sales call”

It depends

A SAR gives you access to your personal data, not an automatic right to every original document or recording in a particular format. But personal data in a held call recording can fall within the right of access, and the provider should search reasonably and proportionately.

Not sure which right applies? Check your situation →

Why this answer

What actually matters

  • Ask whether the recording is still held and what personal data it contains.
  • Request call metadata, transcripts/notes and audit records as alternatives where relevant.
  • Do not overstate a SAR as a right to every original file.

Important nuance

When the statement may have a point

  • The provider may be entitled to supply the relevant personal data in another form rather than handing over the original audio file, and it may need to protect other people's information.
  • If the recording is no longer held under a genuine retention policy, a SAR does not require the organisation to recreate it.

What you could say

Keep the response tied to the actual rule.

Evidence

What to have beside you

  • Contract/order summary and price information
  • Bills and payment history
  • Fault reports, outage records and engineer visits
  • Complaint start date, final response/deadlock and ADR scheme details

If they still refuse

Move the dispute forward.

  1. Use the provider’s formal complaint route and preserve the complaint start date.
  2. Telecom ADR can normally become available after deadlock or once the applicable waiting period has elapsed.
  3. Ofcom is the sector regulator but is not normally the body that awards individual redress.

Read the full rules

Go deeper before escalating.

Primary guideRead the detailed ConsumerWise guidance.Telecom complaintsRead the full guide.Billing disputesRead the full guide.Deadlock & ADRRead the full guide.