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We take every complaint seriously. If something has fallen short of your expectations, we want to hear about it — and put it right. This policy explains how to raise a complaint, what you can expect from us, and how to escalate if you are not satisfied.
Black Knights (“we”, “our”, or “us”) is an AI-focused technology company based in Gigiri, Nairobi, Kenya. We are committed to delivering excellent service — and when we get something wrong, to handling it openly, fairly, and quickly.
We treat complaints as valuable feedback. Every complaint is an opportunity to put things right for you and to improve how we work. You will never be treated unfavourably for making a complaint.
A complaint is any expression of dissatisfaction — whether justified or not — about our services, our people, our conduct, or the way we have handled your data, where you would like a response or resolution. This might relate to, for example:
If you simply have a question or want to give general feedback, you are welcome to contact us in the same way — you do not need to frame it as a formal complaint.
You can raise a complaint through any of the following channels:
By email
Email hello@blackknights.co.ke with the subject line “Complaint”. This is the fastest way to reach us.
By phone
Call us on +254 725 462 859 during business hours and ask to raise a complaint.
By post
Write to us at Black Knights, Gigiri, Nairobi, Kenya, marking your letter 'Complaint'.
If you need support to make a complaint, or a different format to communicate with us, please tell us — see our Vulnerable Customers Policy.
To help us investigate quickly and thoroughly, please include where possible:
We will acknowledge your complaint in writing within 5 business days of receiving it, confirming who is handling it and what happens next.
A member of our team who was not directly involved in the matter, where practical, will investigate fairly and impartially. We may contact you for further information to make sure we fully understand your concerns.
We aim to provide a full written response within 30 calendar days of receiving your complaint. Our response will explain our findings, any action we will take, and your options if you remain dissatisfied.
If a complaint is particularly complex and we need more time, we will tell you why and keep you updated on our progress and expected timescale.
If you are unhappy with our response, please tell us within 30 days and explain why. We will arrange for a senior member of our team to review your complaint afresh and provide a final review outcome. We will aim to complete this review within a further 20 business days.
If we are unable to resolve your complaint to your satisfaction, you may be able to refer it to an independent body, depending on the nature of the complaint:
Raising a complaint with us does not affect any legal rights you may have.
We handle all complaints confidentially and share information only with those who need it to investigate and resolve the matter. Any personal data you provide as part of a complaint is processed in line with our Data Protection Policy and Privacy Policy.
We keep a record of all complaints and their outcomes for a reasonable period. We review complaints regularly to identify trends, address root causes, and improve our services. This policy is reviewed at least annually.
To raise a complaint or to ask about the status of an existing one, please contact us:
Black Knights