If we submitted a complaint in writing (as in old fashioned letter, posted to the Complaints team at the Sunderland address), what do we do once the 28 days set out within their T&Cs has elapsed if we haven't reached a resolution / had a response? Do we then send another letter? It's pointless ringing, as we've got nowhere speaking to anyone on the phone so far, which is beyond frustrating. We received a phone call acknowledging the complaint a few days after sending the letter, and the person hung up or got cut off, and didn't bother ringing back - and of course we weren't able to call them back, that would be too easy. So they have another couple of weeks but if it isn't resolved we'll be taking it further, and will require a deadlock letter according to advice online. How do we go about getting one if needed?
You can escalate to CISAS eight weeks after the complaint was acknowledged by VM, doesn't matter if the complaint is ignored, lost, rejected, or a resolution that you reject is offered. You only need a deadlock letter if you want to approach CISAS before the eight weeks .
I'll flag this for the staff to advise, they can give the complaints team a prod, whether that gets the outcome you want I couldn't say.
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks
That's great, Andrew, thank you very much and for the info. Wasn't really sure how/when to escalate, other than generic info I've seen online. Thought a deadlock letter was 100% required so useful to know that's not the case.