Accessing & updating

We will normally respond within one month of your request but may take a further two months if the request is complex or we receive a large number of requests, but we will always let you know.

Please note, whilst we are required to complete your request free of charge, we are allowed to reject requests if they are repetitive or manifestly unfounded or excessive. We will always let you know why.

You can ask us for a copy of the information we hold about you by emailing us at benevolent@bt.com, or writing to us at: 

Room 4210
Bristol CTE
Marsh Street
Bristol BS1 4AY

Please always mark your request as “Data Subject Access Request”, so we can easily identify it and see it gets handled properly.

We will provide the information requested free of charge, but may charge a reasonable fee to cover our administrative costs for repeat requests.

We will respond to a request electronically unless you advise us otherwise.

You can ask us to correct, complete, delete or stop using any personal information we hold about you by emailing us at benevolent@bt.com, or writing to us at:

Room 4210
Bristol CTE
Marsh Street
Bristol BS1 4AY

If you want us to stop using your personal information collected via cookies on our website, you should change your cookie settings.

We may in certain instances only be able to only partially complete your request or may not be able to complete it at all as we either have to keep information to be able to fulfil our legal and regulatory obligations, to continue providing support to you or managing your donation to us, or because there are other legitimate reasons to keep it. But we will always tell you why.

We will always respect your request. Because of this, when you delete or change, or ask us to delete or change, your information from our systems and records we may not immediately delete that information from our backup systems or residual copies that remain on our active servers, and we may need to retain some information to ensure we can fulfil your request (for example, retaining your name, email and/or address to make sure we do not include it on our newsletter or ‘can we help?’ letters list after you have asked us to not to send these to you).

We will verify any changes, where we can, such as checking against the Postal Address File, or we may need further information from you to verify it.

Where we have asked for your consent, you can withdraw your consent at any time. It will take us up to 30 days to process your request. It will also only apply to our use of your personal information in the future, not what we have done in the past.