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:
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.
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:KCOM
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.
Step by step motions:
Your complaint is raised to KCOM.
The relevant team will acknowledge the complaint within 48 working hours.
The complaint will be investigated, and an outcome reached.
We will inform you of the outcome of the investigation.
If you are happy with the outcome, we implement the resolution and close the complaint for you.
What do I do if I am not happy with the resolution?
If you are not happy with the resolution, you may ask the team to reconsider or you can request that your complaint is escalated to the Customer Experience team.
What happens if my complaint is not resolved in 8 weeks?
If in the unlikely event your complaint is not resolved in 8 weeks, KCOM will send you a letter containing information regarding the complaint and next steps. This letter will also give you the information should you wish to contact the Ombudsman, an independent body who will investigate your complaint.
What do I do if I want to give feedback but not a formal complaint?
Customer feedback is pivotal to helping us provide the best service possible, and as such we welcome all feedback. You can give us feedback by using the orange tab at the right hand side of this page, or you can use our feedback form.