Vulnerable Customer & Accessibility Policy
How we look after vulnerable customers
We're big believers that broadband should be easy for everyone, no matter who you are, or what your needs are.So, if you need a bit more help from usfor any reason at all (like age, communication difficulties, disability,learning difficulties, physical or mental illness) we're here to help you.
We also understand that personal circumstances can change quickly, so if you need us to adapt our services to meet your accessibility needs at any time, we'll do our best to make this happen..
This isn’t an exhaustive list and other factors that can also make customers more vulnerable (that are not stated here) are just as valid in needing additional support from us.
Joining Cuckoo online?
When you sign up,you'II be able to check a box that tells us you have specific needs or requirements. Someone from our Customer Care team will get in contact with you, to understand a bit more about them and how we can help.
Joining Cuckoo over the phone?
Our Customer Care team are specially trained to recognise if you might need some extra support. And of course,you can let us know about any specific needs you have directly.
Already a Cuckoo customer?
You can get in touch with us for a bit of extra support by emailing us at customercare@cuckoo.co or ringing us on 0330 912 9955.
What we can do to help
We’re all about making sure our services are available to everyone. Here’s how.
Visually impaired support
Our website is designed to be easily navigated and it’s screen reader friendly. We can also give your bills and other important info in large print or in braille format. Just email us at customercare@cuckoo.co or give us a ring on 0330 912 9955
Hearing or speech difficulty support
If you’re deaf, hard of hearing or have speech difficulties, we can give you any info you need in a format that works better for you like turning text into audio. Just email us at customercare@cuckoo.co.
You can always get in touch with the emergency services, and get assistance from a BSL interpreter through their website www.999BSL.co.uk
Fixing your broadband or equipment
If your broadband connection isn’t working as well as it should or your tech needs fixing, email us at customercare@cuckoo.co or give us a ring on 0330 912 9955.
Website accessibility
Our website is designed to be easily navigated and it's screen-reader friendly. Plus, we're working on lots of other ways to make our services even more accessible. If you've got anything in mind that would make it even easier to use, or you'd like more support, email us at customercare@cuckoo.co. or give us a ring on 0330 912 9955.
Learning or communication difficulties
If you find it hard to understand detailed documents, like your contract or bill, we can break things down for you in simple, clear language or make the format more accessible. Just email us at customercare@cuckoo.co or call us on 0330 912 9955.
Mental health
Mental health is something that can affect any of us, at any time. If your mental health makes it difficult to manage your account, we're here to help. Email us at customercare@cuckoo.co or give us a ring on 0330 912 9955.
Power of Attorney & Third-Party Account Management
You can ask a family member, trusted friend or carer to speak to us about your account for you. They can even manage paying your bill for you and get any copies they need to. To set this up, email us at customercare@cuckoo.co or give us a ring on 0330 912 9955.
For more info on this, please see our Power of Attorney and Third Party Account Management Policy.
Struggling to pay your bill
If you're struggling to pay your bill, we're here to help. Email us at customercare@cuckoo.co or give us a ring on 0330 912 9955.
Free directory enquiries
If you have a disability that makes it hard to read or look up telephone numbers.you can get the info and support you need, by calling BT Directory Assistance on 195.
After you speak to our team
We can provide follow-up info in writing at the end of a conversation with our Customer Care team, like what broadband you're buying or any changes agreed.
Your rights
Every customer has the right to fair treatment. We're proud to follow Ofcom guidelines on supporting vulnerable customers. This means:
We're fair and transparent - that means no hidden fees or jargon - just straightforward, honest communication.
We protect you - any info you give us is kept safe and secure in line with our Privacy Policy. From time to time, we may check this info with you to make sure our records are up to date.
We give you choices - so that you can make the right decision for you that best supports your accessibility needs and situation.
Getting in touch
Questions? Thoughts? Need to chat anything else through with us? Email us at customercare@cuckoo.co or call us on 0330 912 9955.