Last updated 27 October 2026.
1. Our approach
We respect our customers' privacy and we also follow the law. We give customer information to authorities only where the law requires it or where it is necessary to prevent serious harm. We handle every request with care.
2. What we need
- A written request on official letterhead or from an official email address, from an authority that has the power to ask.
- The legal basis for the request and the law that applies.
- A clear description of the information needed, such as a Number, an account and a time period.
- A way to reach the person who is making the request.
3. How we review
We check that the request is valid, that it comes from the right authority and that it is as narrow as it can be. We may ask the authority to narrow or clarify it, or refuse it if it is invalid, too broad or conflicts with the law that applies to us. Requests from outside the United Kingdom may need to go through a court or an agreed international process.
4. What we may give
Depending on the request, we may give account and verification details, Number assignments and billing records, and call or message metadata. We give message content only where the law requires it and the request is specific. We do not give more than the request needs.
5. Telling customers
Where the law allows, we tell a customer about a request for their data before or soon after we respond, so that they can object. We do not tell them where the law or a court order forbids it, or where there is a risk to people.
6. Emergencies
If a request says that a person's life is at immediate risk, we may respond urgently with the information needed to help, and we record why.
7. Preservation
We may preserve information for a limited time when an authority asks us to, while a formal request is prepared.
8. Where to send a request
Send requests to [email protected]. Please do not send them to the support address. We do not accept service of legal process by phone or through the dashboard.