Important Notice: Cyber-Security Incident
We want to make you aware of a cyber-security incident involving a third-party software supplier that manages our online wood pellet ordering system. Their investigation is ongoing, and at this time they are unable to confirm whether any unauthorised access to data has occurred.
Because your privacy and security are extremely important to us, we would like to outline what information may have been involved, what you should do now, and the steps we are taking.
What information may have been involved
- No payment card details are stored in the system.
- The system contains customer order information such as name, postal address, email address, telephone number, and order history.
- Usernames and passwords may have been accessible.
What you should do now
Although there is no evidence at this stage that any information has been accessed, we recommend the following precautions:
- If you have login credentials for our system and use the same password elsewhere, please change these passwords.
- Be cautious of suspicious emails, calls, or texts claiming to be from Balcas Energy. We will never ask you for your password or personal account details.
- When the ordering system is restored, you will be prompted to create a new password.
What we are doing
- We are working closely with the supplier, who has engaged specialist cybersecurity experts to assess any impact.
- We have notified the relevant data protection authorities.
- While the system remains offline, we are still able to take orders by telephone and email.
Contact us
We understand this situation may cause concern, and we apologise for any inconvenience or worry it may cause. If you have any questions, please contact our team at supportdesk@balcas.com.
We will provide updates as soon as more information becomes available.
