You may potentially tie yourself in knots trying to use the VM complaints system as it is designed to close down complaints as quickly as possible. As a result, OFCOM currently has an investigation running into VM's complaints handling/facilitating appropriate access to ADR.
Have you replied to the PM from John_GS? You are more likely to get useful help from the VM people on here but comm's with them is not at real-time speed, more like slow-mo but the outcome may possibly be more reliable.
If you have had your original complaint 'resolved' you should have been given a 'resolution' by VM. What was the 'resolution' offered (it may well be gobbledegook nonsense based on many past topics on here)?
If your issue remains unresolved, you can reject VM's resolution and VM should provide you with a deadlock letter to allow you to go to the ombudsman.
https://portal.commsombudsman.org/resources/eight-week-and-deadlock-letters
In any event you can go to the ombudsman 8 weeks from when you first complained as per process below
https://www.commsombudsman.org/our-process
That said, you should probably give the VM people a go on here first of all.
