After filing one complaint and getting a derisory reply I replied that this was not a resolution
Heard nothing Filed another complaint complaining about no response to first one
Eventually someone rang me and was unable to provide a resolution agreed to send a deadlock letter within seven days
Finally got a email saying matter had been resolved. Can I progress with arbitration without this letter
Taking up generic issues with Ofcom
Deadlock letter is not required if more than 8-weeks have passed; see section 4. Independent adjudication in Consumer Complaints Code of Practice | Legal | Virgin Media
Ofcom do not look at individual complaint but do monitor reports for persistent failing that may warrant further action; do report here Monitoring form | Ofcom
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Hi there @gwilson6838
Thank you so much for your post and welcome back to the community forums, it's great to have you on the team.
I am so sorry to hear that you have faced this issue regarding your complaint and thank you to @用心棒 for their help and guidance on this so far.
As they have stated if this complaint has been open for 8 weeks then you would not need the deadlock letter. At the bottom of the communication you have from us, there should be information on how to progress this with the Ombudsman.