Cognitive Impairment Policy

Certain conditions can impact a person’s decision-making or communication abilities, including but not limited to dementia, brain injuries, mental health conditions, or learning difficulties.

At Bentley Telecom, we understand that customers experiencing cognitive impairment may face challenges when speaking with our team. We are committed to communicating clearly, providing straightforward instructions, and ensuring our customers never feel pressured when discussing:

• Their order or service

• Following technical support instructions

• Managing bills and payments

Help & support we can provide

Priority Fault Repair Service

If you rely on your broadband service and experience a fault, you may be eligible for our priority fault repair service.

We will prioritise your repair over standard service levels, though some circumstances, such as extreme weather conditions, may cause unavoidable delays.

Once confirmed, you will receive this service whenever you report a fault, even if you haven’t registered in advance.

Third-Party Nominee

If you need assistance managing your account, you can nominate a trusted friend or relative to act on your behalf. They will be able to handle all aspects of your account without taking on liability for the bill.

To set this up visit our Contact page.

Power of Attorney

If you wish to appoint a Power of Attorney to act on your behalf, or if you need to notify us that you are acting on behalf of one of our customers, please send a certified copy of the Lasting Power of Attorney (LPA) certificate to the following address:

Bentley Telecom

116 Elm Grove

Hayling Island

Hampshire

PO11 9EW

For more details on appointing a Power of Attorney, visit: https://www.gov.uk/power-of-attorney.

Additional Resources

The following charities and organisations provide valuable support and information:

• Alzheimer’s Society

• Dementia UK

• Mental Health Foundation

• MIND