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Domestic & General Data Breach

Took out insurance with Domestic & General December 2022. I logged in to my account for the 1st time in January 2023 to check on the progress of a repair only to find someone else's data, right down to their bank details, on my account. I have no idea who's viewing my data because it's not me.
I reported this to them on the day, expecting it to be dealt with within 24 hours. Not only has it not been corrected, D&G say it has, but the ombudsman says contact us again in 8 weeks! 
How long should a company be given to correct a data breach?
If any of you have insurance with D&G can I suggest you login to your account and check everything is as it should be.
Thanks for reading  :) 

Comments

  • dunstonh
    dunstonh Posts: 120,158 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Combo Breaker
    I reported this to them on the day, expecting it to be dealt with within 24 hours. Not only has it not been corrected, D&G say it has, but the ombudsman says contact us again in 8 weeks! 
    Did you read the complaint acknowledgement that explained the complaints process?
    It will say that if they cannot answer your complaint within 8 weeks or you are dissatisfied with their response, you can then refer the complain to the FOS.

    So, why are you surprised that the FOS said 8 weeks when you should already know that?

    How long should a company be given to correct a data breach?
    As soon as is it is reasonable.

    I am an Independent Financial Adviser (IFA). The comments I make are just my opinion and are for discussion purposes only. They are not financial advice and you should not treat them as such. If you feel an area discussed may be relevant to you, then please seek advice from an Independent Financial Adviser local to you.
  • They've written to me to say it's resolved but it isn't. What difference is another 8 weeks going to make?
  • You should also report this to the Information Commissioner's Office. It's a pretty severe breech.
  • dunstonh
    dunstonh Posts: 120,158 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Combo Breaker
    SUSIJEN said:
    They've written to me to say it's resolved but it isn't. What difference is another 8 weeks going to make?
    So, have the closed your complaint and told you that you can refer your case to the FOS?
    8 weeks is  to allow them to look into your complaint without using the FOS unnecessarily.  If they respond before that, which is likely, and you still disagree with them, then you can go to the FOS. Even if 8 weeks have not passed.

    However, have you actually made a complaint or did you just make them aware of it?

    I am an Independent Financial Adviser (IFA). The comments I make are just my opinion and are for discussion purposes only. They are not financial advice and you should not treat them as such. If you feel an area discussed may be relevant to you, then please seek advice from an Independent Financial Adviser local to you.
  • DullGreyGuy
    DullGreyGuy Posts: 18,613 Forumite
    10,000 Posts Second Anniversary Name Dropper
    You also need to check the final response letter from D&G to see if it mentions about you being able to go to the Financial Ombudsman... most of the products they sell are effectively service plans and not insurance and so dont give FOS rights on complaints.


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