Request recording of a conversation as a NON CUSTOMER (GDPR)

[hex808080]

I would like to request the recording of a conversation I've had earlier today (24th November 2025) in regards to switching to Sky Broadband for my own records. As a UK resident, this falls under GDPR:

Recording calls is a common practice used for training, quality assurance, legal compliance, or customer service. But when those recordings involve individuals in the European Union or European Economic Area, the General Data Protection Regulation (GDPR) applies. Call recording is considered a form of personal data processing and must meet strict legal requirements.

and as such, I should be able to receive a copy of that recording:

Right of Access. Individuals have the right to request a copy of their call recording. You must respond within a reasonable time and provide the recording in a secure format.

Since I am not a customer, I cannot submit a customer information request (Contact Sky | Sky.com), as I do not have an account number. I have tried calling Customer Service but I've been bounced through 4 different departments, each more useless than the previous.

How should I proceed? Thank you.

[JimM1]

@hex808080 You would be better to use the UK Version now.

Data protection: The UK's data protection legislation - GOV.UK

[hex808080]

Of course, and thank you for the link. The quotes above are not intended to be used as legal text (this is not a legal document), but simply to pre-emptively address any comment regarding the fact I'd have to be a Sky customer to request the recording.

[PandJ2020]

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@hex808080 wrote:

How should I proceed? Thank you.

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By submitting your request to Sky.  (Check their Privacy Notice)

You are not contacting Sky here - just other customers...

[hex808080]

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You are not contacting Sky here - just other customers...

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Yes, I am aware this is a community forum, hence I'm asking the community for advice.

By submitting your request to Sky.  (Check their Privacy Notice)

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If I knew how to submit my request to Sky directly, I would not be asking for advice. 

Looking through Sky Privacy Notice document, the most relevant info seems to be this email address:

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If you have any queries or comments about this privacy notice, please [...] contact Sky Protect's Data Protection officer via: dp.department@sky.uk

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I presume writing at this address is what you meant?

[PandJ2020]

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@hex808080 wrote:

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You are not contacting Sky here - just other customers...

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Yes, I am aware this is a community forum, hence I'm asking the community for advice.

Ok, it seemed like your OP was addressing Sky..

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If you have any queries or comments about this privacy notice, please [...] contact Sky Protect's Data Protection officer via: dp.department@sky.uk

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I presume writing at this address is what you meant?

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Yes.  Provide as much detail as you can, such as the number you called from and the time/duration of the call.

[hex808080]

This post is a PSA for current and especially prospective Sky customers. It follows this post.

Summary

Sky is unable or unwilling to provide a copy of a call recording despite admitting this is a valid request under GDPR, claiming that their policy does not specify whether call recordings are available to individuals who are not Sky customers. Note, "available": Sky did not say that calls are not recorded for non customers, just that recordings are not available to them.

Sky did not refute that calls recorded for non customers, but merely not available. The customer status of an individual should not affect their right to access personal information under GDPR. Therefore Sky is either unable or unwilling to comply with GDPR in regards of your personal data if you are not a Sky customer yet.

For prospective Sky customers, please keep this in mind when sharing personal information before holding an account. Your data may not be protected.

More details below if interested.

Context

• Upon calling Sky, a recording states that calls are recorded for training and monitoring purposes. This apply to all calls, even when on hold.
• Call recordings fall under GDPR and people have the right to access a copy of the recording.

Events

• I call Sky on the 24th of November asking for information prior to switching to them.
  • I request a copy of the call recording while still on the phone.
  • I get transferred to 4 different departments, none of which is able to comply (or fully understand) my request.
• I lodge a formal complaint and written request via email, providing all the relevant information. The back and forth can be summarised as follows:
  • Sky admits that my request is valid as call recordings fall under GDPR and to call their customer service number for further support.
  • I repeat that my email already counts as a written request and should not need to call. I call anyway, with no success.
  • Sky replies that while my request is valid under GDPR,  they "understand that you are not yet a Sky customer, which makes the process a bit different". They then proceed a mere sentence later to ask for my Sky account details...
  • I repeat that I do not have Sky account details as they clearly know, and provide them all my personal details once more.
  • Sky finally responds that while "calls recorded for training and monitoring purposes fall under GDPR [...] our current policy does not specify whether call recordings are available for individuals who are not yet Sky customers"
  • My final response is that their internal policy does not override GDPR, and that I would be sharing this experience online.

[PandJ2020]

Contacting front-line staff isn't the best way (although they should redirect you appropriately).

Have you actually addressed your request to the DPO?  (Details in PN https://www.sky.com/help/articles/privacy-hub-privacy)

[hex808080]

I contacted dp.department@sky.uk, but have not received an answer from that address yet.

I have received an email from help [at] skycustomersupport.com unrelated to the previous email trail, but again it fails to address the fact that I am not a Sky customer: "To help us find your account, get in touch with our Customer Priority Team". So I will not pursue this as I've already gone through it.

If I do receive an answer from the DPO, I will make sure to add it to this thread. I just wanted to get the ball rolling with the information I already have to keep people informed.

[Daniel0210]

@hex808080 

Your other new thread has been removed to prevent duplication of replies. 

[hex808080]

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@Daniel0210 wrote:

@hex808080 

Your other new thread has been removed to prevent duplication of replies. 

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I'm sure I posted it as its own thread in the first place but it appeared as a reply here; I assumed I made a mistake, did you move it as a reply here instead? In which case, wouldn't have been better to leave the main post and delete this reply instead? It makes more sense as a standalone post with a relevant title rather than a reply under a more specific topic in my opinion. Apologies if not, and thanks either way.

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PandJ2020

Contacting front-line staff isn't the best way (although they should redirect you appropriately). Have you actually addressed your request to the DPO?  (Details in PN https://www.sky.com/help/articles/privacy-hub-privacy)

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I emailed dp.department@sky.uk but haven't received a reply from the same address. I did receive an email from customer support unrelated to the email thread above where I'm asked to contact Customer Priority Team - but again, not a Sky customer, so I will not pursue that. If I do receive a response, I will make sure to add it here. I just wanted to get the ball rolling and share what I have so far.

[Chrisee]

@hex808080 the Customer Priority Team are likely to be handling your email, enquiry as they deal with non-routine questions like data protection ignore the team title as it isnt relevant in your case but thry are the guys you want.

The formal position Sky take is one thing as they have to navigate the complex law governing this area and practically getting the information you want.