Impossible To Complain

As my service was disconnected on the evening of 04.03.2025 I tried to complain on 05.03.2025.

I had great difficulty finding your complaints form on your website. I found that the website kept on signing me out and I had to repeatedly sign back in.

When I found your complaints form I could not use it, because the fields for First Name, Last Name, Account Number and Address could not be accessed by my mouse, and therefore could not be filled. All the other fields on the form could be readily accessed.

On another page I found a statement saying that I could complain via webchat, but I could find no link to do this.

I tried using your website on both Edge and Chrome browsers, but it did not work correctly on either.

I then tried to telephone you but none of the options in your automated service were appropriate to my situation. I tried other options, but they continually took me around in circles without connecting me to a representative to whom I could state my case.

Eventually I managed to get into a queue and after 10 minutes of listening to unpleasantly distorted music I spoke to someone. After being transferred and then put on hold for 15 minutes, your representative said that he would send me an email with a link so that I could submit my complaint. In total I was on the phone for about 30 minutes. During these calls I had trouble understanding your representatives because their first language was not English and they spoke with heavy foreign accents.

However, the only link on the email was to a page that told me how you deal with complaints. It told me that I can complain via telephone, you webform or by post. As I have just explained, the first two options do not work, and I do not feel like wasting several hours writing a letter then walking to the post office to buy a stamp to post the letter.

I tried to reply to this email but I received your reply stating that it was not possible to deal with my request via this email address.

Therefore, it was impossible for me to submit my complaint.

I believe that you are legally obliged to have a readily accessible complaints procedure for your customers. You have failed this obligation.

Virgin should have a readily accessible complaints procedure. Because it did not let me complain in a simple and expeditious way, I wish Virgin to financially compensate me.

Should Virgin not offer me satisfaction then I will pursue this matter further with Ofcom and/or other authorities.