Data breach
After a data breach, you may not know what the criminals took or what to do next. Your provider should tell you and help you protect yourself.
TIPS
How you can work with your provider after a data breach
Ask your provider what personal details the criminals stole
Ask your provider how you can protect your personal information
Ask what your provider is doing to stop another breach
Ask how your provider will compensate you
EXPECTATIONS
What we expect your provider to do
When your data has been breached, your provider should:
Tell you what data was stolen
Your provider should apologise and tell you what details were stolen, so you know how it affected you.
Compensate you for a data breach
In some cases, your provider should compensate you depending on the impact the breach had on you.
Help you protect yourself
Your provider should tell you what steps to take to keep your accounts safe.
Stop it happening again
Your provider should fix the cause of the breach.
Ready to make a complaint?
10-20 minutes
OUR CONSIDERATIONS
We look at what went wrong, what your provider told you, and whether it did enough to fix it.
How your provider responded to the breach
What impact the breach had on you
What your provider has offered you
POSSIBLE OUTCOMES
Depending on your issue, we may ask your provider to...
Share its investigation
Show us its findings, so we can see if your privacy was breached.
Apologise and compensate you
If it finds a breach, apologise and in some cases compensate you for the impact it’s had on you.
Help you stay safe
Tell you how to protect your accounts after the breach.
Fix the cause
Close the gap that let the breach happen.
How we've helped others
- Privacy
Simon suspected interference with his mobile account, but Dialling denied it
Simon thought someone had accessed his mobile account without permission after calls were blocked and unknown contact details appeared.