Complaints

We understand that sometimes things don’t quite go to plan. We want to know about these instances, help to put them right and stop them from happening again.

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:

 

 

 

Email us

We understand the hustle and bustle of everyday life, so if you would prefer to raise a complaint via email please see the below email addresses to use:

Please include your full name, first line of address, postcode, what the complaint is about and your expected resolution. That way we can investigate this a lot quicker for you.

Call us

If you would like to speak to us directly, please call us on 0800 9155 777.

If your complaint is relating to the account then please use option 5 for Customer Service. If your complaint is relating to a problem with your service please use option 2 for Technical Support.

Opening hours:

  • Customer service - Monday to Friday 8:30am to 5:30pm
  • Technical Support - Monday to Friday 7:00am to 6:00pm, Saturday 8:00am to 4:00pm

Write to us

If a good old fashioned pen and paper is the way you would like to let us know about your frustrations then please write to us using the following address:

KCOM
37 Carr Lane
Hull
HU1 3RE

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.

Your complaint in five easy steps:

  • 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.

FAQs

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 emailing the customer service team at businesscare@kcom.com.