Forum Discussion

Nednats's avatar
Nednats
Just browsing
3 days ago

Concerns Over Complaint Handling – Repeated Closures Without Resolution

I wanted to raise a concern regarding how my recent complaints have been handled by Virgin Media.
I’ve raised multiple complaints in good faith, related to a persistent broadband issue but have now had several of them closed without explanation, without resolution, and without my agreement. In one case, I was told the complaint would remain open until a resolution was agreed, only to find it was later closed anyway.

In another case, a complaint submitted through the official online form was marked as “resolved” within minutes of submission, without any human interaction or response.

This has made it incredibly difficult to track the progress of the issue, and leaves me unsure where I stand particularly as Ofcom guidelines make it clear that complaints shouldn’t be closed until either resolution is agreed, or the 8-week window has passed to allow for escalation to ADR.

I’ve also now engaged with the Executive Complaints Team, but even that complaint was closed without an outcome or summary provided.

Is anyone from able to clarify Virgin Media’s policy on complaint closure especially in relation to Ofcom’s General Condition C4

6 Replies

  • newapollo's avatar
    newapollo
    Very Insightful Person
    3 days ago

    Over what timescale have you raised your multiple complaints?

    Complaints should be resolved within 28 days if possible, and the case will remain open for 28 days after VM have contacted you with their proposed resolution as they want to make sure you have enough time to review and consider their proposal.

    However if you open more complaints before the original 28 days is up, or 8 weeks if a resolution hasn't been agreed then the additional complaints will be closed. 

    • Nednats's avatar
      Nednats
      Just browsing
      3 days ago

      However if you open more complaints before the original 28 days is up, or 8 weeks if a resolution hasn't been agreed then the additional complaints will be closed. 

      What if you have 2 seperate issues and want to raise a complaint for each? 

      • Kath_P's avatar
        Kath_P
        Icon for Forum Team rankForum Team
        2 days ago

        Hi Nednats, 

        Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

        We're sorry to hear there has been some confusion around how complaints are managed. 

        When raising a complaint, all issues that you are unhappy with should be recorded on the same complaint. If you open multiple complaints, then all the information is added to the oldest complaint the rest closed. This is to avoid having multiple people contacting you and there being any potential confusion around which complaint you're being contacted over. 

        Instead, we find it's best to record all information on the same complaint and we'll work with you to find a resolution for everything in one go. If after your complaint has closed, another issue crops up, you're more than welcome to raise a new complaint. 

        We can see you're currently in a private message with us so if you have any further concerns, feel free to mention them there and our agent will be able to help explain things further. 

        Many thanks,