How do I escalate a complaint against the complaints team or do I go to OFCOM?
After multiple emails, the issue is still not resolved. They are not reading my complain properly and failed to address one of the main points of my complaint. The latest resolution is to ring customer services which is where this started in the first place - if Customer Services could resolve the issue I wouldn't raise a complaint in the first place.
All emails start "We tried to ring you about the result of your recent complaint but we couldn’t get through." Strangely there are no missed calls on any of my phone lines - it's as if the complaints team are trying to avoid actually speaking to me.
Having been a customer of VM and its predecessors for 18 years, you would think my custom is valued but obviously not.
I don't know what the background to your complaint is, so I'm sticking to general advice here... and at least one other VIP I'm sure will have their own take on this, but....
As per https://www.virginmedia.com/help/virgin-media-complaint if you've raised a complaint and it's not resolved to your satisfaction after 8 weeks, you can escalate to CISAS independent arbitration. Ofcom don't deal with individual customer complaints, they will refer you back to VM's arbitration scheme.
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I had a letter telling me that I hadn’t responded to to the response to my complaint so they would close the issue. I never received the response so couldn’t reply. Customer services and complaints team seem as inept as their billing dept.
My complaint related to the obvious inability to bill me for the correct amount. I have had to speak to Virgin every month since system was installed in December. Payment has been made to fully cover services but account shows my latest payment as “part payment”.