Cuckoo Power of Attorney & Third Party Policy

A downloadable version of this document can be found here

Introduction 

At Cuckoo, we want to make it easy for you to enjoy our next generation full fibre broadband. We understand that life is busy, and you might need another person to speak to us on your behalf on some occasions. Or that your personal circumstances might change, and you need another person to manage your Services on a more permanent basis.    

Third Party Account Support 

You can add a third-party, such as another member of your household aged over 18, to your account. This will enable them to: 

• Speak to us about the account (e.g. report an issue with your Services). 
• Receive copies of your bills. 
• Pay bills on your behalf.  

Please note that even if you add a third-party to your account and they pay bills on your behalf, you will remain legally responsible for the contract and any missed payments. 

To set up third-party account support, you will need to email us, quoting your account number (which can be found on your bill), using the same email address that is attached to your account. Or you can write to us, quoting your account number. We will not set-up third party nominees by telephone. Our contact details are below. 

Please note that when you add a third-party nominee, you are giving us permission to discuss your account details with them and to share your personal data to the extent necessary for us to help them resolve the issue on your behalf. A third-party nominee will not be able to make any substantive changes to your account, including those listed below. If you wish to make changes like this, you will need to contact us yourself. 

• Changing your order and/or target installation date. 
• Changing the personal details that we hold about you on the account. 
• Cancelling your contract and/or entering into a new contract.  
• Purchasing any additional services. 

Third Party Management, including Power of Attorney 

There may be circumstances when you need someone else to assume responsibility for your account and make decisions about it. We try to make this seamless, but we do need to go through certain steps to ensure that we are acting legally and in line with data protection law. 

We can allow a third party to manage your account when: 

• There is a Lasting Power of Attorney (LPA) or Deputyship Order in place that relates to property and financial affairs. 
• An Enduring Power of Attorney (EPA) is in place (n.b. These were replaced by LPAs in October 2007). 
• The Department for Work and Pensions have approved a person to act as the appointee for your benefits. The role of the appointee is to receive and manage benefit payments and can include making payments such as for telecoms services on your behalf. 

Further information about all of this can be accessed from the Ofcom website here.  

To inform us about a Power of Attorney or Deputyship Order, or that you are a benefits appointee, please contact us by email or post, providing a certified copy of the relevant documentation. A certified copy means that each page must be signed by the account holder, if they still have capacity to do so, or a solicitor if not. 

We can verify your Lasting Power of Attorney digitally but to do this you will need send us your access codes by email or post.  

Contacting us 

Email: customercare@cuckoo.com 

Post: Customer Care, Milford House, Pynes Hill, Exeter, EX2 5TH 

You can also phone us on 0330 912 9955 for help and support but please note that you will need to email us or write to us if you want to add a third party to your account or for someone else to assume responsibility for your account.