William Hill Customer Q&A

 

What has happened?

On 27 September, our monitoring procedures detected unauthorised access to your account. We’ve already locked your account pending a password reset.

 

What information has been accessed?

By gaining access to your “My Account” page the unauthorised individual has been able to see your full name, full postal address, email address, phone number and marketing preferences.

No payment (including card details) or transaction data has been accessed. We can also confirm that the unauthorised individual has not had access to your security answer, date of birth, account balance or account history.

 

How did this happen?

Although we cannot be sure how your credentials have been compromised our investigation would suggest that your username and password (which is the same as the one which you use for your William Hill account) may have been part of a wider data breach elsewhere and then sold or leaked to an individual for misuse.  This is due to the fact that the individual was able to log directly into your account with a valid set of credentials.

 

What do I need to do?

We recommend that you:

  • do not use the same passwords for your online accounts.
  • make sure that your passwords are unique and strong. Visit GetSafeOnline for advice on creating a password
  • change the password used on other websites if it is the same as that which you used to access your William Hill account when this incident occurred
  • watch out for signs of identity crime. Visit ExperianEquifax or Noddle to check your credit rating to ensure no one has applied for credit in your name

Although no credit card or bank information was accessed on our site you may also want to consider:

  • checking and monitoring your bank account(s) for any suspicious or unexpected activity
  • contacting your bank/credit card company. They can also monitor for suspicious activity on your account

If you think you’ve fallen victim to fraud, report it to Action Fraud and get a police crime reference number

 

Beware of fraudsters that claim to help!

Fraudsters often try to take advantage by sending emails or making calls claiming to be someone they’re not, look out for targeted phishing emails. William Hill will never ask you for your full password, by phone, chat or email.

Beware of clicking on any links from untrusted sources as you could end up downloading a virus.

Be wary of anyone calling asking for personal information, bank details or passwords. If in doubt, just hang up.

More details on how to protect yourself can be found here - https://www.actionfraud.police.uk/

 

What will William Hill do now?

We continue to monitor all accounts for misuse and will keep you updated if we see any further unauthorised activity.  Please be assured we take the protection of your personal information extremely seriously and are very sorry for any inconvenience that this incident has caused.

If you need any help you can contact William Hill Customer Services team, they’re available 24/7 and can be contacted via Live Chat by visiting the website.