The fastest way to resolve your complaint is by logging into your Cuckoo account and letting us know. Once we receive your complaint, we will try to resolve it as fast as possible.
You can contact us through the following channels:
Please ensure you include the following information:
If you contact us by phone, we will try and resolve your complaint while we are speaking to you.
If you write to or email us we will assign your complaint to one dedicated team member to investigate and own. They will get in touch with you within 5 working days of receiving your complaint. They will review your account history, speak to any other teams involved and listen to call recordings if required and available.
We aim to resolve complaints within 10 working days. If this is not possible we will let you know.
We will close your complaint if:
If you are not satisfied with the response to your complaint, please let your dedicated team member know outlining what would be a satisfactory outcome. If at any time you are not happy with the team member dealing with your complaint then you can request to escalate your issue to a manager. If the manager is not immediately available they will call you back within 2 working days. You have the right to take your complaint to the Ombudsman if:
Please note the Ombudsman will not accept a case if one of the conditions above is not met.
The Ombudsman can be contacted at the following address:
Ombudsman Services: Communications
PO Box 730
Telephone: 0330 440 1614
Textphone: 0330 440 1600
© 2020 Cuckoo Internet Ltd is a company registered in England and Wales (No 11926742).
Our registered address is 68 Hanbury Street, Spitalfields, London E1 5JL. Our VAT number is 341752118.
Cuckoo Internet Ltd is regulated by Ofcom.