How long does it take to respond to a formal complaint?
Does the complaint have to be in writing, or can it be received over the phone?
Have you received my written formal complaint?
Have you marked the formal complaint I relayed over the telephone as a formal complaint?
When customer service say that there is no specialised telephone-based customer care service, is this correct?
When customer service say that complaints are unable to take calls, is this correct?
When customer service say that the complaints team can contact customers via phone, email or letter, is this correct?
How long has it been since I made you aware of my formal complaint(s)?
How long will it be until you will respond to my formal complaint(s)?
If I should have received a response, what has delayed the response?
If a response was sent, can you resend the response?
Bar calling, how can I contact you to get an update about my formal complaint if, as I suspect, you are unable to answer all my questions?
If only by calling, why when I call am I unable to speak to complaints?
Is there anything else I should know that will likely cause me to be apoplectic if I am not informed at this time, and later after several more days, I discover the answer?
I am not sure what further information, if any, you need to be able to tell who I am as a customer. I would suggest that I am - hopefully - the only customer who has sent you a seven page letter of complaint, dated 22 June, addressed to Mark Davidson, so it shouldn't be hard to track me down. If it is hard to track me down, please let me know what additional information you require, and the most secure way for me to send you this information.
I'll have updated all the above on the formal complaint you have logged with us and will contact the complaints team in the morning when they are in next to advise this needs to be looked at as soon as possible for you.
I'm afraid some of your questions above would be breaching personal data if I replied to them on the forums so I will answer the ones I can here for you:
How long does it take to respond to a formal complaint? 28 working days.
Does the complaint have to be in writing, or can it be received over the phone? Either way is fine.
Have you received my written formal complaint? Yes.
Have you marked the formal complaint I relayed over the telephone as a formal complaint? Yes.
When customer service say that there is no specialised telephone-based customer care service, is this correct? I’m not 100% sure what you mean here. We have customer care who handle all the phone based billing and package queries and faults who handle the phone service issues so it’s all covered between departments rather than one phone department. Is that what you were looking for?
When customer service say that complaints are unable to take calls, is this correct? Yes. There is no inbound complaints phone service. Not even for us.
When customer service say that the complaints team can contact customers via phone, email or letter, is this correct? Yes. When your complaint is picked up by us, we will then respond in the most appropriate method possible and by letter if all other contact options are not accessible.
How long has it been since I made you aware of my formal complaint(s)? I’m unable to say due to DPA.
How long will it be until you will respond to my formal complaint(s)? It should be responded to within the 28 days time-frame.
If I should have received a response, what has delayed the response? I’ll check to see if this is the case with them in the morning and escalate as appropriate.
If a response was sent, can you resend the response? I’m unable to answer this one via the forums- my apologies.
Bar calling, how can I contact you to get an update about my formal complaint if, as I suspect, you are unable to answer all my questions? You can contact us via Webchat
If only by calling, why when I call am I unable to speak to complaints? Our Care team will have access to the complaint you have raised with us and updates the complaints team should be updated on this for you.
Is there anything else I should know that will likely cause me to be apoplectic if I am not informed at this time, and later after several more days, I discover the answer? I can’t think of anything but if you do, feel free to ask. I’ll do my best to answer.
I'll check back in with your tomorrow to confirm this has been escalated for you.
Just to confirm I have flagged this to the complaints team for you as an escalation given that you have not yet had a response from them confirming that the complaint is in progress. I appreciate that this is within the 28 days time-frame we allow for responses. Keep us posted if you need anything else.
I believe they may have called, and when I tried to call back I received a message that they do not accept outside calls. That was disappointing. It's also disappointing that Mark hasn't tried to contact me. In our business, the Director will call or email any complainant that addresses them directly, and I work for a FTSE 100 company. That's the kind of customer service I expect when I send a 7 page complaint. It's definitely odd that I have had no notification from the Complaints team themselves to confirm they have received and will be dealing with my complaint. Overall, I feel the communication has been incredibly poor.
I do believe I registered my complaint more than 28 days ago. July 8 would be 28 working days ago and I see that I added a note from June 27 when I talked to Katie and Dean, so perhaps I didn't send the letter until after then, but I'm sure I said this was a formal complaint during that phone call. I believe William raised this as a formal complaint on July 14, and that was a long time after I sent my letter, since I was begging him for a response (see also on Twitter on July 12). So while I will expect you will respond by August 23, I believe I raised my complaint a long time before William finally raised it for me, so I feel you have taken more than 28 working days to respond so you have made me dissatisfied again.
Please also note, I do not believe anyone mentioned 28 working days as a timescale before. In fact William, on July 14 told me it was '30 days' from the day I had raised my complaint which is quicker than 28 working days, so this is again frustrating as it's even more information I have been incorrectly quoted. It's really unbelievable that these things aren't written down somewhere for everyone to read from.
If you could update Complaints with this triple addition to my existing Complaint, I would be grateful.
I can see that the complaints team have tried to contact you this week on the back of me escalating this for you and I appreciate they tried to get in touch with you but been unsuccessful.
I've mailed them again with the update and your new post and requested that they contact you again in regards to this.
I have also updated the complaint for you as requested.
If you could keep in touch with me if you do not hear anything back by Wed of next week at the latest that would be lovely. I am happy to remain a point of liason between you should the communications not be successful a second time.
Just a quick update to confirm that the team have come back to me to advise they sent a letter to you on the 16th of this month as they were unable to get in touch when they called. The letter should be with you by the middle of this week at the latest.
Please keep us posted if we can help any further with this or anything else.
Complain to ofcom or CISAS you won't get any where with their executive team and the complaints team are no better I've just had 5 months of it make sure you complain outside of virgin as your just wasting your time trying to get them to do anything look at my posts plain to see they no longer care