Customer Service Number - 020 8090 3696. They are open Monday to Friday, 8am to 6pm
If I experience any unusual activity on my bank account, do I need to log this and who with?
Please contact your bank immediately in the first instance and log with the Experian helpline.
How long should I monitor my bank account?
It is always good practice to monitor your bank account, if you have any doubts, please contact your bank directly.
You should regularly check your accounts for any unusual transactions and ensure that you continue to check this regularly over the coming weeks and months. If you notice any unusual transactions, please immediately contact your bank in the first instance.
Be AWARE and vigilant of all inbound telephone calls and emails that refer to your bank account.
If there is anything that you are unsure of, do not give any information out on the telephone and do not access web links or telephone numbers provided within emails that have been sent to you. Always find contact details from the bank directly to check the number is legitimate.
Will this affect my credit rating?
In the unlikely event that this issue affects your credit rating Experian’s ID monitoring protection will assist in rectifying this.
Will Capita provide me with any compensation?
Capita has offered specific support services and states that this is based on advice from third-party experts, who advised that this is the most appropriate way of helping you. The key feature of that is 12 months free ID monitoring services from Experian. You should find the details in the letter that Capita sent to you.
Capita is confident that its support is in line with industry standard and that it will help minimise the potential impact of the cyber-incident.
What can criminals do with my data?
Access to some personal data can create opportunities for criminals to impersonate you and commit ID or financial fraud, although it does not guarantee that they will be successful.
That is the reason Capita are offering free 12 months access to Experian’s ID monitoring service, as this will help alert you if third parties try to misuse your identity.
As always, we also encourage you to remain vigilant and to be careful if you receive any unusual communication from third parties.
How do I accept the offer of ID monitoring services and what happens next?
If you want to accept Capita’s offer of ID monitoring services, you should find the details in the letter that Capita sent to you on behalf of the Scheme Trustees. The website you need to visit is https://identity.experian.co.uk/get-started/protection.
You should find in your letter an “activation code” that you will need to enter on the website.
If you are having problems with using the website or signing up for the service, there is a specialist number to call. The people there understand the website and how it works. That phone number is 020 8090 3696. They are open Monday to Friday, 8am to 6pm.
Why are you only offering 12 months? What happens after the 12-month period? Do I have to pay for this after the 12-month period?
There is no charge for the 12-month service, it will expire at the end of this period. Capita has been advised by its third-party experts that the 12 months of ID monitoring is in line with market standard and that it will help minimize the potential impact of the cyber-incident.
We encourage you to remain vigilant and to be careful if you receive any unusual communication from third parties. Remember, at the moment, Capita has found no evidence of information being for sale online because of this incident, and they have third parties doing those checks.
If you would like further information on ID monitoring after this 12-month period, please speak to Experian on 020 8090 3696.
Minor (under 18) cannot sign up for the credit monitoring service. What service can you provide to minors?
Given under 18s cannot take out credit, the credit monitoring service is not available or applicable to them. However, Experian can offer ID monitoring of the minor’s data. To use this service, a parent or guardian can, with the minor’s consent, sign up on the minor’s behalf. If you would like further information on this, please speak to Experian on 020 8090 3696.
Can I create and monitor an Experian services account on behalf of someone else?
Wherever possible, we advise that individuals create and monitor their own Experian services account. The reason for this is that if someone else creates and monitors an individual’s account, or if an individual uses someone else’s email address to set up their account, other people will have access to the individual’s personal data and may receive alerts if their personal data is found online.
However, we understand that there are certain situations where someone else will need to create and monitor an Experian services account on behalf of someone else, so we have made it possible to do so. If you have created and are monitoring an Experian services account on behalf of someone else and you want to contact Experian, we will ask you to evidence that:
- the individual to whom the account relates has provided their consent for you to contact us on their behalf (e.g., by asking to speak to the individual to whom the account relates); or
- you have Power of Attorney, Deputyship, or similar legal authority where the individual to whom the account relates is unable to provide their consent for you to contact us on their behalf.
Is my pension Secure? Am I still going to get paid my pension?
Capita have assured us that all of Capita’s systems are now safe and secure. It has clearly stated that it has taken extensive steps to recover and secure data of its clients and customers.
Capita believes it has taken all appropriate steps to ensure the robustness of its systems and is confident in its ability to meet its service delivery commitments including making pension payments.
If I lost money, how do I claim it back?
Please contact your bank immediately in the first instance and log with the Experian helpline.
Capita has offered you specific support services based on advice from our third-party experts, who advised that this is the most appropriate way of helping you. The key feature of that is 12 months free ID monitoring services from Experian.
Capita is confident that its support is in line with market standard and that it will help minimise the potential impact of the cyber-incident. As a result, Capita will not be offering any further support to affected individuals.
Escalation point
If you are still unhappy with the support that Capita have provided on behalf of the trustee, please contact hanson@capita.co.uk in the first instance.
Time delay
We are aware that a number of people are dissatisfied with the time it has taken for Capita to notify our current employees of the data breach.
The trustees of the pension scheme and Hanson were repeatedly reassured that current employees were not amongst those impacted by the data breach. It was only when the letters were arriving at employees' homes were we made aware of the situation. The company and the trustees are already in discussions with Capita on this point.
