How do I change my name with TalkTalk?#
TalkTalk's help page on changing your account details gives the route for anyone who has legally changed their name: download a change of name form in My Account and send it with your proof. If you manage your account in the TalkTalk app, TalkTalk's page on incorrect account details says a name changed by deed poll or marriage goes through a change of name process that can be done in the app.
The help page gives no address for sending the change of name form itself, so follow the instructions on the form. TalkTalk's pages do not say how long the change takes.
What TalkTalk asks you to send#
TalkTalk says it requires ID with the form, including proof of the change of name, and its list of acceptable proof includes:
- a statutory declaration of change of name;
- two bank statements for the same account, showing the change of name;
- two council tax statements for the same account, showing the change;
- a marriage certificate;
- a decree absolute;
- a deed poll, which TalkTalk lists as "Deed Poll Confirmation".
Send copies only. TalkTalk asks for copies of your original documents because it will not return them, so keep the original deed at home: will organisations accept a photocopy or a PDF? explains which organisations do need to see it.
The two kinds of statement work only once your bank or your council has changed your name, since they must show the change on the same account. A copy of your deed poll or marriage certificate does not have to wait for anyone.
The form is for the account holder#
TalkTalk says the change of name form is only for changing the name of the existing account holder. Two other situations are handled differently.
- A spelling mistake in the name on your account: contact TalkTalk and it will amend the name for you, without the form.
- A different person taking over the account: that is a change of ownership, explained below.
TalkTalk also lets an account holder appoint a nominated user, someone who can discuss the account and make payments on the holder's behalf. A nominated user is not the account holder, and TalkTalk's pages do not describe how a nominated user's own change of name is recorded, so ask TalkTalk if that is you.
Changing the owner of the account#
To move the account into someone else's name, both the current and the new account holder complete a Change of Ownership form, requested in My Account. TalkTalk also links a copy of the form for anyone who cannot download it there. The new account holder must be 18 or older, and only the new account holder completes a Direct Debit mandate. You can fill the forms in digitally, or email clear photos of the forms and the mandate to HereToHelp@talktalkplc.com, or post them to TalkTalk, PO Box 675, Salford, M5 0NL.
The form itself sets the conditions:
- the existing account holder must have paid all outstanding bills, and the transfer will not be made while any balance has been due for more than 30 days;
- TalkTalk deletes the existing holder's bank details after the transfer, but cancelling their Direct Debit mandate with their bank is the existing holder's job;
- the new holder takes on the account's obligations, including the rest of any minimum contract term and any charges not yet billed.
The form's checklist gives a different email address, concerns@talktalkplc.com. TalkTalk says emails sent there are redirected to its HereToHelp inbox and that the address will eventually close, so use HereToHelp@talktalkplc.com.
Your contract and Direct Debit#
TalkTalk's help pages do not mention your contract or your Direct Debit changing when the account holder changes their name. If you change bank, or your Direct Debit instruction is cancelled, TalkTalk says you can set up a new Direct Debit in My Account or in the TalkTalk app.
If your account is moving to Utility Warehouse#
TalkTalk has told some customers that their accounts are moving to Utility Warehouse. Its FAQs for them say to keep contacting TalkTalk as normal unless Utility Warehouse has told you the account has been transferred, so until then the change of name goes to TalkTalk.
For the other providers, see energy, water, phone and broadband.
Questions people ask
Where do I find the TalkTalk change of name form?
In My Account. TalkTalk's help page links to the change of name page there, and the form is not published on its help pages. If you have trouble getting it online, TalkTalk asks you to get in touch.
Can I change my name on TalkTalk online?
Partly. The form comes from My Account, and TalkTalk says customers who manage their account in the TalkTalk app can do the change of name process there. My Account lets you edit most of your contact details yourself, but for a name TalkTalk sends you to its change of name process.
Does TalkTalk need a certified copy or an enrolled deed poll?
Neither, on its help page. It asks for copies of your original documents and lists a deed poll among the proof it accepts without mentioning enrolment, although GOV.UK warns that some organisations, mobile phone companies among them, may accept only an enrolled one. Enrolled and unenrolled deed polls explains the difference.
What if TalkTalk will not change my name?
Complain first. TalkTalk's complaints page says that if you are still not satisfied after speaking to a manager, you can ask CISAS, an independent scheme, to review the complaint, once it is six weeks old or sooner if TalkTalk has sent a deadlock letter. What to do if an organisation refuses your deed poll has steps that usually settle it first.
Something else? Ask us, and a person replies by email, normally the same working day.
