An important update on phishing emails

We are aware of a small number of cases where our supporters have been contacted by an individual pretending to be from the Ramblers asking for sensitive personal information.

If you feel you may have been subject to any suspicious contact, please let us know by contacting the Ramblers Membership Service team at membership@ramblers.zendesk.com or call 0207 339 8500.

The matter relates to information retained by Zendesk, a third party customer service platform that we use to manage correspondence by email from members and volunteers.  However, it is not connected to our central database and there is no evidence that our central database, which holds financial and membership information, has been accessed by unauthorised personnel.

We are working closely with an expert IT security provider to implement additional measures to safeguard the system.
We are advising members to be vigilant of potential ‘phishing emails’. These are emails received from a third party asking you for personal information. If you receive any such emails:

  • DO NOT give out any personal or sensitive information, even if requested 
  • We will never ask you to give your bank details to us by email.  If you are asked to do so please contact Ramblers Membership Services immediately at membership@ramblers.zendesk.com or call 0207 339 8500
  • If you receive a suspicious email DO NOT open any email attachments or click on any links
  • Check that your home devices have up-to-date anti-virus and anti-malware software
  • Do not forward suspicious emails to any other contacts.

If you have already received any information from your Ramblers group or any other source, please note this is the official update and we will continue to provide updates.

If you have any questions, please contact us at membership@ramblers.zendesk.com or call 0207 339 8500.

FAQs:

What's happened?

We’re aware of a small number of cases where our supporters have been contacted by an individual pretending to be from the Ramblers asking for sensitive personal information.We’re currently aware of fewer than 20 instances where enquiries from supporters have been accessed on Zendesk, a third party email handling system.

What details have been accessed?

Some enquiries from supporters have been accessed on Zendesk, a third party email handling system. Zendesk contains correspondence you have had with the Ramblers but is not linked to our central database, which holds financial and membership information. There is no evidence that our central database has been accessed by unauthorised personnel.


How are the details being used?

An unauthorised third party has contacted a small number of our members requesting personal information.

How many people is this affecting?

We are aware of fewer than 20 instances where people have been contacted by an individual pretending to be from the Ramblers.

What are you doing about it?

We are working closely with an expert IT security provider to implement additional measures to safeguard the system and both the Information Commissioner’s Office and the Police have been informed.

What should I be looking out for?

We’re advising everyone to be vigilant of potential ‘phishing e-mails’.  These are e-mails received from a third party asking you for personal information. We will never ask you to give your bank details to us by email.  If you are asked to do so please contact Ramblers Membership Services immediately at membership@ramblers.zendesk.com or call 0207 339 8500.

I have received a suspicious email, what do I need to do?

Don’t give out any personal or sensitive information, even if requested. Don’t open any email attachments, click on any links or forward the email. To help protect against the threat of phishing emails, check that your home devices have up-to-date anti-virus and anti-malware software.
If you have any questions, or would like advice, please contact us at membership@ramblers.zendesk.com or call 0207 339 8500.
Further information on protecting yourself can be found at:http://www.actionfraud.police.uk/fraud_protection/identity_fraud