Secret to get virgin to respond - complaints

[WaitingForVM1]

Hello,

Went through process with Ombudsman due to repeated lies and false promises from Virgin.

Found in my favour, but virgin had to apologise.

Still waiting on this weeks later, no response to emails.

Was told on live chat I'd hear within 24 hours, yet another lie.

Is there a direct phone number for complaints or ADR team?

The ADR email virgin give bounces.

[japitts]

This appears to fall under step 6 of the process outlined at https://www.commsombudsman.org/our-process 

[goslow]

And from the FAQs ...

https://www.commsombudsman.org/faqs

How do I make a complaint about a resolution or a remedy that has not been implemented?

If 28 days have gone by and the resolutions are still outstanding, you need to contact your Dispute Resolution Executive (DRE) and let them know. Your DRE will contact the provider and ensure the resolutions are fully completed.

and

How do you make sure providers carry out your recommendations about service improvements?

Providers have 28 days to implement the legally binding decision we have communicated. After this time you are free to pursue the resolution legally outside of our service in court.

[WaitingForVM1]

Thanks Both, issue is currently Virgin said I would hear back and they didn’t do so.

Any secret to getting in touch with the adr team or virgin complaints?

[Joseph_B]

Hey @WaitingForVM1,

Welcome to the Community Forums and thanks for the post.

Sorry to hear you have been having this ongoing problem, I would like to go about looking into this and helping in anyway that I can, for me to do so I will need to confirm some information from you via a private message.

Joe

[WaitingForVM1]

Hi Joe,

Is there no way of providing a direct dial? As this saves virgin lying to me.