Bereavement Policy
Telling us about a customer who has passed away
We know that coping and dealing with a bereavement is a really difficult time, so we’ll do everything we can to help make changes to an account as straightforward as possible.
If a customer’s passed away, there are two options. You can either ask us to keep the service active and transfer it into another person’s name (they’ll just need to live at the same address listed on the account). Or, if the service is no longer needed, you can ask us to close the account – and we won’t apply an Early Release Fee.
We’re here to help
If a customer’s passed away, it’s best to get in touch with our team so that we can support you and help make changes to the account. Give us a ring on 0330 912 9955 or email us at customercare@cuckoo.co.
Or, if you prefer, you can fill out our Bereavement Form, save it to your computer and email it to us at customercare@cuckoo.co.
We’ll also make sure we won’t send any marketing info to the email address of the deceased customer, as we know how upsetting this may be.
Returning equipment
If you choose to close the account, we might ask you to return a router or other equipment. If we do this, we’ll send you a prepaid envelope to get it back to us.
Refunding credit on a deceased person's account
If there’s credit on a deceased person’s account, we’ll contact the executor or nominated representative to send a refund to the deceased person’s estate.
If you want to keep your broadband on a temporary basis until the deceased person’s home is sold, we’ll transfer the account into the name of the nominated representative, or executor and update payment details so that your broadband service continues as needed. If you want to keep services connected longer term, we can transfer the account to another name (they’ll just need to live at the same address listed). The new account holder won’t have access to things like previous bills.
To talk through these options, give us a ring on 0330 912 9955 or email us at customercare@cuckoo.co.
Updating our records
We’ll update our system to reflect any changes made to an account. Any info and docs you share with us will be stored securely and in line with the Cuckoo Privacy Policy. Only authorised staff will have access to this info, and any changes to the account will be confirmed in writing.
Customer communications
This policy aims to give you all the info you should need on how to deal with a bereavement. You can also talk to our Customer Care by emailing customercare@cuckoo.co or giving them a ring on 0330 912 9955.
Training our team
Our team is fully trained to deal with bereavement. They’ll follow the correct procedure to make sure everything’s handled smoothly and with empathy.
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 your issue, you can take your complaint to the Communications Ombudsman.
Reviewing this policy
We’ll review this policy each year or when needed to make sure it’s up to date with UK laws and best practices. Any changes will be communicated to our team and customers.