VM has up to 8 weeks to resolve your complaint. In the topics described on here, the VM 'resolutions' to complaints mostly seem to be nonsense replies cobbled together from pick-list answers and gobbledegook free text. Often VM closes a complaint as 'resolved' without ever contacting the customer.
If VM does not resolve the complaint within 8 weeks, you can go to arbitration
https://www.commsombudsman.org/our-process
If VM produces a resolution you do not agree with you can reject the resolution and VM should provided a deadlock letter to allow you to go to arbitration earlier than 8 weeks.
VM is not very good at doing any of the above which is why OFCOM is currently investigating VM.
So consider the VM complaint only as a required stepping stone before going to arbitration.
If you want to/are able to elaborate on what the complaint is to do with you might get some help on here either from forum users or the VM forum team.
While waiting for a VM forum team reply ...
You can share your unhappy cancellation experience with OFCOM.
They launched an investigation into VM on 13 July 2023 specifically into VM's cancellation and complaints processes.
https://www.ofcom.org.uk/about-ofcom/bulletins/enforcement-bulletin/open-cases/cw_01275
Case ref. no. and an email at the bottom of the above page or submit with same info via the contact form
https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring
Submitting information won't help your individual complaint but it will contribute to the OFCOM investigation and it sounds like your experience is directly relevant to the terms of reference of the investigation.
