I referred an issue with my VM email, which VM were failing to act effectively and promptly on, to the CISAS (which is dealt with by the organisation CEDR) back in June 2019. Eventually CISAS found (partially) in my favour and ordered VM to pay me compensation at the start of September. I won't give all the details here.
VM have not paid me nor been in touch about it. They have been deemed 'Non Compliant' with the adjudicator's decision and demand. However, I'm still waiting for my money. CISAS were supposed to be escalating the matter to VM's 'management'.
Has anyone had an award from CISAS/CEDR actually paid out? It currently seems that VM pay lip service to the CISAS processes despite referring customers to it....
Not much point having an arbitration process if VM don't abide by the outcome/decision!
Thanks for posting, I am sorry to hear of this trouble. As you've taken the case to CISAS, all communication, regarding the complaint should be done via CISAS. If you feel Virgin have not adhered to the outcome of this case, please do contact CISAS and they will liaise with us relating this.