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Answer a subject access request

Export everything held about one person as a file, or erase a record when the law and your policy require it.

Checked against the screens:

Every organisation can choose its own words for the people and roles it works with. When you are signed in, this guide uses your organisation’s words. Otherwise it uses the product’s own.

For admins. Every action here is recorded in the audit log. Erasing cannot be undone.

Steps

  1. Check who is asking and what they asked for. Confirm their identity before you export anything.
  2. Open Admin, then the page for subject access requests. You may be asked to confirm it is you.
  3. Find the person's id. It is the long code in the address of their record.
  4. Under Export, paste the id. Press Download JSON for one file, or Download ZIP bundle to include their documents.
  5. Check the file before you send it. Anything that could not be fetched is listed inside the ZIP.
  6. Send it by a secure route, never plain email.
  7. To erase, use Erase. Enter the id and a reason of at least ten characters, then press Erase (irreversible).

If it goes wrong

  • If you are sent to confirm it is you, do so. You need a sign-in from the last five minutes.
  • If the id is rejected, check it is the full code with dashes and no spaces.
  • If an erase is refused, the page says why. Do not retry until you know.

Your duty

Answering a subject access request is a legal duty, so it is never switched off by your plan. The usual deadline is one month.

Ask your data protection lead if anything is unclear. Record when you received the request and when you replied.

Exporting

The JSON file holds the person's records as data. The ZIP bundle adds every document they own beside it.

Check the file contains only that person. Other people's details inside notes may need removing before you send it.

Erasing

Erasing removes the person's data. It cannot be undone outside the retention window, so confirm in writing first.

You must give a reason. It goes into the audit trail with your name and the time.

Who can do it

Only admins can export or erase here. Others are told this page is for administrators.

How it links together

An export reads the record, sessions, goals, concerns and documents held about the person, and writes one entry to the audit log. An erase removes them and leaves a trace that it happened.

Restriction is a different tool and stops processing without deleting. See the guides on restricting a record, on retention and on the audit log.

Handling a subject access requestCheck identity, export, check the file, then send it securely.
  1. Request received
  2. Identity checked
  3. ExportedJSON or ZIP on Export
  4. Sent securely

Questions people ask

Where do I find the person's id?

It is the long code in the web address of their record page.

What is the difference between JSON and ZIP?

JSON is the records only. ZIP adds their documents.

Can I undo an erase?

No, apart from limited recovery inside the retention window. Treat it as final.

Why was I asked to confirm it's me?

Erasing is sensitive, so it needs a sign-in from the last five minutes.

Does an export include other people's details?

It may, inside notes. Read it and remove what you must before sending.