Financial Difficulty Policy
Last updated December 16th 2024
A downloadable version of this policy can be found here
Who is this policy for?
We understand that life can be unpredictable, and sometimes financial situations can change. If you’re struggling to keep up with your payments, there are things we can do to help, no matter what kind of broadband you’ve got with us. This policy shows how we can support you, while creating a plan that works for both you and us. And of course, we’ve made sure we respect all regulatory info, listed here.
- Ofcom’s General Conditions
- The Financial Conduct Authority’s (FCA) regulation for debt collection
- The Government’s ‘Breathing Space’ scheme
- The Data Protection act 2018 and UK GDPR
- The Consumer Rights Act 2015
- The Consumer Credit Act 1974 (as amended)
Looking out for you
Our Customer Care team is trained to spot signs that you might be struggling financially – for example, if you’ve missed several payments or you’ve cancelled your Direct Debit. In cases like these, they’ll reach out to see if you need any support. Whenever they speak to you, they’ll always treat you with empathy and respect. Plus, they know all their stuff when it comes to our legal and regulatory responsibilities, so can give you any extra info you need.
Also, you can always get in touch with us directly if you’re struggling financially, or there’s a change in your circumstances, too. The sooner we know, the sooner we’re able to help. Pop us an email on customercare@cuckoo.co or give us a ring on 0330 912 9955
Keeping things clear
We’ll always make info straightforward and clear – including what you owe, and what options are available. We’ll make sure all our communications are easy to understand and accessibility-friendly too, especially if you have any additional needs or preferences.
What your options are if you’re struggling?
Speaking with us
If you think you might struggle to pay your bill, it’s best to get in touch with us as soon as you can. The sooner we know, the sooner we can help. Our team will always treat you with respect and empathy, and they’ll do their best to keep you connected and create a plan that works for us both. Pop us an email on customercare@cuckoo.co or give us a ring on 0330 912 9955.
Service changes
If it makes sense, we may be able to change the broadband plan you’re on. This could help reduce costs and avoid building up debt, while keeping your broadband connected.
Free help and support
There are lots of confidential, independent debt advice services that offer free help and support – whatever your financial situation is.
Citizens Advice gives people advice on all kinds of issues, including debt. Pop into their local branch or call them on 0800 144 8848.
National Debtline is a debt charity offering clear, independent advice on the phone and online. Head to their website or call them on 0808 808 4000.
StepChange offers a free debt management assessment and handy management tool. Head to their website or call them on 0800 138 1111.
Money Advice Trust is a national charity helping people to manage their money with confidence. Head to their website to get started.
Mind is a mental health charity that can support anyone going through a mental health issue. Head to their website or call them on 0800 102 1234
What happens if you can’t pay your bill?
Fair and proportionate action
We’ll always speak with you about your options first before we take any action. If we can’t reach an agreement, or if you’re unable to stick to a payment arrangement, we might need to take steps to recover debt. This will always be in line with the FCA’s guidelines. Before we do this, we’ll send you a final notice giving you one last chance to settle.
Passing your account on
If we need to take steps to recover debt, we’ll need to pass your account on to a debt collection agency. We’ll always let you know before we do this, and it’ll be a last resort measure.
Data protection
Any info and docs you share with us will be stored securely and in line with the Cuckoo Privacy Policy. We’ll only share what’s necessary with any third parties involved in debt recovery.
What to do if you’re unsatisfied?
If you're not happy with how we've handled things, you can file a complaint through our usual complaints process. If that doesn’t resolve things, you can take your complaint to the Communications Ombudsman. If you have a complaint about a third party we use, you'll need to raise this directly with them, as we won't be able to look into it ourselves.
Reviewing this policy
We’ll review this policy every year, or sooner if there are changes with the law or Ofcom’s rules, so it’s always up to date.