Customer Privacy Notice

At Cuckoo Broadband, we are committed to providing fast and reliable broadband, along with an exceptional level of customer service. From time to time, things can unfortunately go wrong; when they do, we will do our best to put them right quickly, and where appropriate, offer compensation.

This policy outlines the instances or situations in which a customer might be entitled to compensation and how we apply it, based on Ofcom’s guidance and industry best practices.

1. When we offer compensation

A customer may be entitled to compensation if:

• There’s a delay in activating a customer’s broadband service.
• Cuckoo miss an engineer appointment.
• A customer’s broadband service goes down and isn’t fixed within 2 working days.
• There are ongoing service issues which haven’t been resolved by Cuckoo in a reasonable time.
• Cuckoo handles your complaint poorly, causing significant inconvenience or cost to the customer.
• If a customer is switching to Cuckoo from another provider and experiences a delay in the process or a loss of service.

In relation to the above instances, Cuckoo does not have an obligation to provide compensation, whereby we’ve given customers least 24 hours' notice of a change or cancellation to a service or installation appointment.

If a customer believes that they may be entitled to compensation, they should contact our customer service team via phone (0330 912 9955) or email (customercare@cuckoo.co), to discuss their concerns.

2. Automatic compensation

Cuckoo is not part of Ofcom’s automatic compensation scheme (a voluntary scheme that requires broadband and landline providers to automatically compensate customers for specific service issues, without the need for customers to initiate a claim). However, we are committed to providing a fair and transparent service, and adhere to the key principles of the scheme.

3. Cuckoo Compensation

Compensation is applied to the customer's account 48 hours after issue is resolved; it’s NOT refunded to a bank account but as a credit to their account. Any credit more than £100 must be approved by the CS team leader.

Listed below are the specified amounts credited to a customer’s Cuckoo account, if something goes wrong:

• Missed engineer appointment- if engineer doesn’t show up for the appointment at the scheduled time, then the customer will have £15 credited to their account.

If the customer, contacts us and says that the engineer missed their appointment, and can't get another appointment for 3 days, then they would be entitled to £15 for the missed appointment and 3 x £5 for the delay

• Delays to an installation/repair- If the start of a service or repair is delayed, the amount credited will be £5.00 per day up to a maximum of 20 days.
• Service outage of 48hours or more- if customer reports outage which isn’t resolved after 2 days then they get credit £5 per day up to a maximum of 20 days.

If an issue remains unresolved after 20 days, it may be due to factors outside of Cuckoo’s control, such as third-party network provider delay. In such cases, customers may be advised to contact the underlying network provider directly. Most major network providers participate in Ofcom’s automatic compensation scheme, which may offer compensation for service loss up to 60 days. As outlined earlier in this policy, please be aware that Cuckoo is not currently part of Ofcom’s automatic compensation scheme.

For more information regarding delays or any other issues caused by third-party network providers, please refer to the Cuckoo terms & conditions.

4. Discretionary Compensation

In situations where the customer has suffered a serious inconvenience, or where they have had to spend their own money (e.g. extra mobile data), Cuckoo may offer extra compensation. These situations are very rare, however if it does happen, customers can contact Cuckoo directly if they believe this applies to them. 

Discretionary compensation may be applied in several scenarios:

• Operational issues causing disruption or inconvenience
• Goodwill gestures for ongoing trust and patience while we resolve an issue
• Service credits
• Complaint compensation (where loss/damage is not covered by automatic compensation, or in Ombudsman-awarded cases)

The types of discretionary compensation we may apply include:

• Goodwill: A proactive gesture for trust and patience during issue resolution, or a thank-you for staying with us
• Service Credit: Applied only to cover a specific service charge already billed

Our approach to discretionary compensation reflects our commitment to fairness, transparency, and resolving issues in a way that fosters ongoing trust and a positive experience for our customers.

5.  How To Claim/Query Compensation

If a customer believes that they should have received compensation, but they haven’t:

• Call the Cuckoo customer service number on:
• Email our customer service team at:
• Write to us at: Cuckoo Fibre Ltd, Milford House, Pynes Hill, Exeter, EX2 5AZ

Cuckoo will review your case and respond as quickly as we can.

6. Still Not Satisfied

If a customer is still unhappy with the outcome of their complaint, they can follow our Complaints procedure, which is detailed here. If Cuckoo can’t resolve a customer’s issue within 8 weeks, or if we issue a ‘deadlock letter’ (refer to the Complaints policy for more information on this), a customer can escalate their case to the Communications Ombudsman, who is Cuckoo’s Alternative Dispute Resolution (ADR) Scheme.

7. Exclusions & Notes

• Compensation won’t apply to faults outside of Cuckoo’s control (e.g. weather damage, etc).
• This policy applies to Cuckoo’s residential broadband customers only; for business customers, separate terms may apply.

For more information, visit Cuckoo Broadband, or contact the Cuckoo customer service team on: customercare@cuckoo.co)