Gellyneck
LIFE MEMBER
They've now started sending out "individual" emails.
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I wanted to write to you personally to apologise that you have not been able to access any of our digital channels or speak to our contact centre over the past few days.
On Saturday 20 January 2024 we were informed by leading forensic experts that the Club has been the victim of a cyber security incident. Once the incident was detected, we immediately deployed best practice response protocols and containment measures, including taking all systems offline and implementing enhanced monitoring technology. By taking swift action we greatly minimised the effects of this cyber security attack.
The same day we notified the Information Commissioner’s Office (ICO); a standard procedure in these incidents.
Advice from our cyber security experts was to not raise public awareness of the incident and to allow their forensic team to carry out the necessary investigation to understand what systems (if any) may have been accessed.
We understand the lack of communications will have been frustrating for members but we have followed advised procedures in order to safeguard members until the full facts were known and to help avoid any potential further issues.
Our internal and external specialist teams are working around the clock to understand the extent of this incident. We are working to establish whether there was any unauthorised access or exfiltration of members’ data. However, we believe the correct thing to do now is to notify you of the incident.
We will of course alert individual members as soon as possible if any breach of member data is established.
At this time we are working with our IT partners, with an abundance of caution, while in the process of restoring all of our systems slowly, methodically and carefully to safeguard security.
This type of incident is a reminder that we must all remain vigilant to any unusual or spurious requests for personal details. Please note that we will never contact you unprompted to ask for your account details or security information, and we will never ask you to disclose your passwords. Data security is of paramount importance, to us, our members, guests and suppliers.
It is always best practice to regularly change your passwords and as a precautionary measure, we suggest you change your email password and any online passwords. It is advised that you use a combination of letters, numbers and symbols. If you see an email, text or social media post, or if you are on a website that you think looks suspicious, don’t click any links or engage with it.
I would like to offer our most sincere apologies for the inconvenience this has caused. Your Club teams are working in tandem with our dedicated and expert partners to understand better the details of this incident and to restore the Club systems.
We greatly appreciate the many comments of support and understanding that members have expressed.
Below are a number of links to useful cyber security websites and a list of frequently asked questions that we feel may be of use to members during this period. As and when we have more information we will be communicating with members directly.
Kind regards
Nick Lomas
Director General
Caravan & Motorhome Club
Useful information
Please see below links on how to stay safe online.
You’ll find lots of useful information and top tips on how to stay safe online on these links: National Cyber Security Centre, Action Fraud, Get Safe Online and Stop Scams UK.
Frequently Asked Questions
Do hackers have my personal details?
We are working to establish whether there was any unauthorised access or exfiltration of members’ data.
When will you know if my personal data has been taken?
The forensic team have estimated that they will have completed their investigation in the coming days.
What will happen if you discover my personal data has been taken?
We will of course alert individual members as soon as possible if any breach of member data is established.
What do I need to do now?
Be vigilant, if you see an email, text or social media post, or if you are on a website that you think looks suspicious, don’t click any links or engage with it and delete it immediately.
Do I need to change my passwords?
It is always best practice to regularly change your passwords and as a precautionary measure, we suggest you change your email and online passwords. It is advised that you use a combination of letters, numbers and symbols for new passwords.
What is the Club doing?
We are working with cyber security experts to understand the extent of the incident and to carefully restore our systems.
Are the UK Club Campsites affected?
The winter UK Club Campsites have remained open throughout the incident.
+++++
Does that mean I need to change the hundreds of online passwords I have?
+++++
I wanted to write to you personally to apologise that you have not been able to access any of our digital channels or speak to our contact centre over the past few days.
On Saturday 20 January 2024 we were informed by leading forensic experts that the Club has been the victim of a cyber security incident. Once the incident was detected, we immediately deployed best practice response protocols and containment measures, including taking all systems offline and implementing enhanced monitoring technology. By taking swift action we greatly minimised the effects of this cyber security attack.
The same day we notified the Information Commissioner’s Office (ICO); a standard procedure in these incidents.
Advice from our cyber security experts was to not raise public awareness of the incident and to allow their forensic team to carry out the necessary investigation to understand what systems (if any) may have been accessed.
We understand the lack of communications will have been frustrating for members but we have followed advised procedures in order to safeguard members until the full facts were known and to help avoid any potential further issues.
Our internal and external specialist teams are working around the clock to understand the extent of this incident. We are working to establish whether there was any unauthorised access or exfiltration of members’ data. However, we believe the correct thing to do now is to notify you of the incident.
We will of course alert individual members as soon as possible if any breach of member data is established.
At this time we are working with our IT partners, with an abundance of caution, while in the process of restoring all of our systems slowly, methodically and carefully to safeguard security.
This type of incident is a reminder that we must all remain vigilant to any unusual or spurious requests for personal details. Please note that we will never contact you unprompted to ask for your account details or security information, and we will never ask you to disclose your passwords. Data security is of paramount importance, to us, our members, guests and suppliers.
It is always best practice to regularly change your passwords and as a precautionary measure, we suggest you change your email password and any online passwords. It is advised that you use a combination of letters, numbers and symbols. If you see an email, text or social media post, or if you are on a website that you think looks suspicious, don’t click any links or engage with it.
I would like to offer our most sincere apologies for the inconvenience this has caused. Your Club teams are working in tandem with our dedicated and expert partners to understand better the details of this incident and to restore the Club systems.
We greatly appreciate the many comments of support and understanding that members have expressed.
Below are a number of links to useful cyber security websites and a list of frequently asked questions that we feel may be of use to members during this period. As and when we have more information we will be communicating with members directly.
Kind regards
Nick Lomas
Director General
Caravan & Motorhome Club
Useful information
Please see below links on how to stay safe online.
You’ll find lots of useful information and top tips on how to stay safe online on these links: National Cyber Security Centre, Action Fraud, Get Safe Online and Stop Scams UK.
Frequently Asked Questions
Do hackers have my personal details?
We are working to establish whether there was any unauthorised access or exfiltration of members’ data.
When will you know if my personal data has been taken?
The forensic team have estimated that they will have completed their investigation in the coming days.
What will happen if you discover my personal data has been taken?
We will of course alert individual members as soon as possible if any breach of member data is established.
What do I need to do now?
Be vigilant, if you see an email, text or social media post, or if you are on a website that you think looks suspicious, don’t click any links or engage with it and delete it immediately.
Do I need to change my passwords?
It is always best practice to regularly change your passwords and as a precautionary measure, we suggest you change your email and online passwords. It is advised that you use a combination of letters, numbers and symbols for new passwords.
What is the Club doing?
We are working with cyber security experts to understand the extent of the incident and to carefully restore our systems.
Are the UK Club Campsites affected?
The winter UK Club Campsites have remained open throughout the incident.
+++++
Does that mean I need to change the hundreds of online passwords I have?
