Customer complaints code

Did you sign up with Cuckoo Internet Ltd before February 12th 2024? If you did, your Complaints Policy can be found here

We always aim to provide you with the very best possible service. But if there’s ever a time you’re not satisfied and want to make a complaint, we want to tell you the best way to go about it.

The main thing is to let us know directly, as soon as you can. We will always respond to you, fully and fairly, and in a speedy manner. And whilst we’ll do all we can to make things right, we’ll also use your feedback to help improve our services for other customers.

How to make a complaint

Our complaints procedure has four stages:

1. Contact our Customer Service Team

First, our Customer Service Team will investigate your complaint and do their best to resolve this while they’re on the call with you.

2. Customer Service Team Leader

If you’re not happy with the Customer Service Team’s solution, you can ask to escalate your complaint to the Customer Service Team Leader, who will aim to get back to you within one working day. They will either suggest a resolution to your complaint or explain what the next steps are and provide you with a clear timeframe for when we will come back to you again.

3. Customer Service Manager

If you’re not satisfied with the Customer Service Team Leader attempt to resolve your complaint, you can ask to escalate it further to the Customer Service Manager. They will review your complaint and respond within five working days.

4. Independent adjudication

If you’re still not happy with the Customer Service Manager’s suggested resolution, you may be able to refer your complaint on for free independent adjudication. Further details on how to do this are below.

How to contact us

There are three different ways to contact us if you need to make a complaint.  

By telephone

You can give our Customer Service Team a ring on 03309129955. We’ll do our best to resolve your complaint on the call, but sometimes we’ll need to investigate things in more detail, so it may take longer to reach a resolution. Lines are open: 8am to 8pm, Monday to Friday (Excluding Bank Holidays, when we are available 9am to 5:30pm) and 9am to 5:30pm, Saturday and Sunday.

By Email

You can email the team on customercare@cuckoo.co. We aim to respond within one working day. If your complaint is more complex, this could take a little longer, depending on the issues you’ve raised, as we’ll always give your comments the attention they deserve.

By post

It’s not as quick, but if you prefer to send us a letter, you can write to us at: Cuckoo Fibre Ltd, Milford House, Pynes Hill, Exeter, EX2 5AZ
Your letter will be acknowledged within two working days of receipt and we aim to resolve all written complaints within 28 days after we’ve received them

However you contact us, please remember to give us the following details (it will help us get back to you as quickly as possible):

• Your account number
• Your full address
• Your contact number

When you contact us, please let us know if you have any special needs or require additional support. If you require a copy of our Complaints Policy, or if you need it in a larger or accessible format, please contact us on 0330 9129955 and we can arrange this, free of charge. We can also supply a copy of this Complaints Policy in large print, Braille or audio at your request.

If you would prefer, you can also appoint an authorised representative or advocate to engage with us on your behalf. If this is something you want to do, please let us know in writing (email or post).

How we'll contact you

We always investigate every complaint and actively work to resolve things to your satisfaction. As soon as we think we have a resolution, we’ll let you know. This could be on the original call, if we can sort things out there and then, or if we can’t, we’ll be back in touch to let you know.

In the first instance, we’ll try to contact you by your preferred contact method. If this is by telephone and we miss you, we’ll drop you a text with our telephone number so you can ring us back when you’re free, during our opening hours. If your prefer to be contacted by email or post, we’ll send you an email, or write to your home address.

Your case will remain open for 28 days, so you’ll have enough time to review and consider our proposal. If you’re happy with the resolution, please let us know so we can close your case. Also, if we don’t hear from you within 28 days from the date of the letter, we’ll take this as confirmation that you’re satisfied with the resolution.

Independent adjudication

If your complaint is not settled within eight weeks or we have issued you with a “deadlock” letter before then, you can refer your complaint to the Communications Ombudsman, which is the Alternative Dispute Resolution (ADR) scheme used by Cuckoo. If you’re a home or small business customer, they will independently consider your complaint for free.

We may issue you with a deadlock letter in the following circumstances:

• We have told you the outcome of our investigation into your complaint.
• You have told us that it does not resolve the complaint to your satisfaction.
• We do not intend to take any additional steps to resolve your complaint.

You may request a deadlock letter from us, but we may decide not to issue one to you if we believe we will be able to resolve your complaint within eight weeks from the date of your original complaint.

The quickest way to raise a case with the Communications Ombudsman is online by visiting: https://www.commsombudsman.org/

Alternatively, you can:

• Phone: 0330 440 1614
• Email: enquiry@commsombusman.org
• Write to:
The Communications Ombudsman, PO Box 730,
Warrington,
WA4 6WU

Please note that the ombudsman can’t deal with complaints about commercial policy (like our prices or broadband availability) and they can’t help businesses with more than ten employees.

Finally, for further help and advice you can contact your local Citizens Advice Bureau (CAB) for free. However please note that this isn’t part of our formal complaint process.