Close Brothers Premium Finance restores contact centre after outage

Customers have been urged to make use of emails throughout the difficulty.

Close Brothers Premium Finance has restored full performance at its contact centre after a 3 hour outage yesterday (15 January).

The difficulty arose at 1pm and was fastened before 4.30pm.

During the outage Close Brothers tweeted that it was unable to cope with queries in its buyer contact centre.

It urged clients to e-mail as an alternative and provided two separate addresses for individuals within the UK and Ireland to make use of.

Insurance Age understands the incident was not as a consequence of a cyber-attack and was not in any means cyber associated.

Last year competitor Premium Credit took its service down on Sunday 16 September as a consequence of a cyber incident.

That scenario was bigger in scale and ran over an extended interval – whereas one contact centre was re-opened the next day brokers had to wait a further 48 hours till the corporate started restoring on-line companies.

A spokesperson for Close Brothers confirmed to Insurance Age: “Due to a methods outage early afternoon yesterday (15 January) in our call centre, a few of our clients had difficulties contacting us throughout the day.

“We are very sorry for the inconvenience this has prompted.”

They concluded: “We have been fast to place various contact procedures in place, and we fastened the problem throughout the day before regular service was resumed yesterday late afternoon.”

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