Your Rights

Your rights over your personal data

Your rights include:

The right to be informed. OS aims to be transparent within our Privacy Policy over how we use your personal data. The Privacy Policy will also confirm how long OS will retain your data for.

Right of access. You have the right to request a copy of any information about that OS holds about you. For those requesting a Subject Access Request, it will be provided free of charge in most cases and within one month. Please see the 'Right of access to personal information' section below for further information.

The right to rectification. You have the right to request the correction of your personal data when it is incorrect, out of date or incomplete. Some corrections can be completed via your access to the portal. You can also contact us by emailing and we can amend inaccurate personal data, however please note that in some circumstances we may ask for the documentary proof that the amendment is necessary. Any changes to personal data will have to be communicated to each recipient to whom the personal data has been disclosed (likely to be the Participating Company of your complaint), unless it is impossible or disproportionate.

The right to erasure. You can request the erasure of your personal data when it is no longer necessary, you withdraw consent, or you object to its processing. Some information held by OS is required by law to be held for a period of time. You can contact OS by emailing if you wish to make a request.

The right to restrict data. You can request that we restrict the processing of your personal data. This can be done in circumstances where we need to verify the accuracy of personal data, if you do not wish to have personal data erased or you object to the processing and we are considering this request.

The right to Data Portability. You can request a copy of the personal data you provided to us in a machine readable format or you have the right to ask that this data be transferred another third party. 

The right to object. You can stop the processing of your personal data for reasons connected to your individual situation. We must then do so unless we believe we have a legitimate overriding reason to continue processing your personal data.

Where your details are used for marketing. you are able to adjust these settings within the portal, you can also contact OS via


Automated decision making and profiling. You can request that a member of the Ombudsman team review any decision made solely on automated processing of you data. (i.e. where the decision has been made by a solely automated process.

Right of access to personal information

OS tries to be as open as it can be in terms of giving people access to their personal information. Individuals can find out if we hold any personal information by making a ‘subject access request’ (SAR).

You have a right to obtain confirmation that your personal data is being processed by OS, and have access to your personal data.

Should you wish to obtain a copy of the personal data that we hold on you, please send an  email:


It will assist us to process your request efficiently if you include;

  • any Ombudsman Services reference numbers contained in correspondence we have sent to you;
  • the names of any Ombudsman Services’ staff who you have been in contact with;
  • a summary of the information you would like us to provide; and
  • verification of Identity.

There will be no fee for the first copy of information provided in response to a subject access request, and we will usually send a copy of all the personal data that we hold concerning you within 30 days.

Please note that a subject access request does not entitle you to be provided with specific documents or an entire file, but rather, it entitles you to be provided with your ‘personal data’ in a clear and permanent form.

OS will provide the requested information via email unless you request another means. OS may extend the timescale by a further two months if your request is particularly complex.