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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?

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.

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 be in touch with the aim to resolve within 10 calendar days

  • 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.