If You're in Dispute – Read This

If you're in dispute, here are some key steps to strengthen your case, and the process I took to get the resolution I was owed.

Start by logging a detailed complaint and clearly state the resolution you're seeking. Go to the VM website and add - /help/complaints

Keep detailed records — including emails, screenshots, dates, names of staff, and any documents. You’ll need these, especially if you escalate your case to the Communications Ombudsman.

Get everything in writing. Written communication is hard evidence.
Be cautious with phone calls. Not all calls are recorded, and call centres often fail to log full details.

You have the right to request all information held about you — including call recordings, web chats, and account notes — by submitting a Data Subject Access Request (DSAR). Go to the VM website and add - /help/dsar 

If you don’t trust what’s being said on the phone, or if promises made over calls aren't being fulfilled, insist on written communication only. Don’t be lured into speaking with someone, unless you are happy to do so. But, again, remember not all calls are recorded so you may not have the evidence to back up what was said or agreed to on the call.

If you're planning to go to the Communications Ombudsman and have submitted a DSAR, wait for the DSAR response before proceeding. This gives you time to review and share any relevant information that may strengthen your case. It can take up to a month to receive.

If it’s been 8 weeks or more since your initial complaint, or you've received a deadlock letter, you can take your case to the Communications Ombudsman for a free and independent review.

They may try to wear you down with delays, confusion, or lesser offers, hoping you’ll give up — don’t. I stuck to my guns and got the result I was owed.

I hope this is helpful.

Good Luck!