I have an ongoing complaint raised regarding being consistently overcharged. It is overdue and Virgin have said that they have been unable to contact me so to call the general number but there is no option for complaints and you end up speaking to someone who cannot do anything about it. Has anyone had any success in getting through to the right person?
"If we haven’t reached an agreed settlement within 8 weeks of receiving your complaint, or we confirm in writing before the 8 weeks are up that the dispute should be settled by independent adjudication, we’ll let you know that you have the right to refer your complaint for independent consideration through Alternative Dispute Resolution (ADR). This service is absolutely free of charge."
You are well beyond 2 months from the original complaint, so I can't see why your case can't go to CISAS.
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