Skip to main content

What is a complaint?

As defined in our Complaints Code of Practice, a complaint is when we receive an expression of dissatisfaction with the way we’ve done things (or not done something), and you want us to respond to you or take action to address your concerns. Your complaint may relate to either the services we provide to you, the process we use for resolving complaints, or the customer service you have experienced.

How can I make a complaint to KCOM?

Chat with us

You're welcome to use our online Live Chat feature to chat with a member of our team straight away.

Just hit the chat button in the bottom right corner of this page or follow the link below to start a chat now:

Online form

We understand the hustle and bustle of everyday life, so if you would prefer to raise a complaint via an online form, please click here.

Call us

If you would like to speak to us directly, please use one of the following numbers:

Please see our Contact Us page to check when each of these teams is available to call.

Write to us

If good old-fashioned pencil and paper is the way you'd like to let us know about your frustrations, please write to us using the following address:

37 Carr Lane

Similar to email, please include your full name, first line of address, postcode, what the complaint is about and your expected resolution.

Fill out our web form

Once this form is submitted one of our team members will review your complaint and aim to get back to you within 7 days. Please expect that over weekends and public holidays this response may take a little longer.

Please give as much detail as possible, as this will help us investigate your complaint much more quickly for you.

KCOM takes privacy seriously. The personal data we collect, the way in which we will collect it and how we use that personal data will depend on the reason for which we have gathered it in the first place. For more information on how we will use personal data, please view our privacy notice.

How we deal with your complaint

We deal with all complaints in accordance with a Complaints Code of Practice approved by Ofcom.

If you require a hard copy of our Complaints Code, please contact us using the details above to request this.

Step by step motions:

  • Step 1:

    Your complaint is raised to KCOM.

  • Step 2:

    The relevant team will acknowledge the complaint within 48 working hours.

  • Step 3:

    The complaint will be investigated, and an outcome reached.

  • Step 4:

    We will inform you of the outcome of the investigation.

  • Step 5:

    If you are happy with the outcome, we implement the resolution and close the complaint for you.