Topic with help/guidance for complainants

[unhappyconsumer]

Hi anyone complaining:

This is the VM complaints code of practice https://www.virginmedia.com/content/dam/virginmedia/dotcom/images/shop/downloads/Code-of-Practice-Ap...

"We’ll try to contact you by your preferred method first. If this is by telephone,
please let us know the best numbers to reach you on. If we miss you, we’ll
drop you a text with our telephone number so you can ring us back when
you’re free during our opening hours.
If we can’t reach you to let you know about our proposed resolution, we’ll
email you instead, or if we haven’t been able to clear Data Protection we’ll
write to your home address. Your case will remain open for 28 days so you’ll
have enough time to review and consider our proposal. If you’re happy with
the resolution, please let us know so we can close your case down. "

I have never even been asked my preferred contact method by a customer service agent, or contacted following a complaint - this lack of adherence is an easy compensation claim for any customer who bothers to follow it up. Keep that in mind in the future and good luck 🙂

[Andrew-G · Accepted solution]

Fair comment.  Making a formal complaint to Virgin Media is in itself pointless, because all you get is a meaningless drop-down menu response that doesn't address your problem, but is sufficiently unrelated to any detail of the complaint to show that nobody competent has read and understood the complaint.  VM have "optimised the complaints process" and now it's quite normal to get your fobbing off reply within 24 hours.  

The sole purpose of a formal complaint is so that the customer can then request a deadlock letter when they get fobbed off, and escalate the matter to CISAS for independent adjudication.

[Molly_T]

Hi All,

You can also find our complaints code of practice here: https://virg.in/comcop. 

When a complaint is raised we will initially contact you based on the contact information listed on your account - this could be the landline or mobile number, email or address listed. We usually try both contact numbers when calling, unless the complaint states alternative contact information. In this circumstance we can try all contact information available to try to make contact. You can have alternative contact details for the complaint - for example an alternative email address or mobile number, as it is not always the case that the account holder raises a complaint. It could be a third party, or even a non-customer who raises a complaint with us. They are all followed through in the same way by the complaints department. We aim to respond to all complaints within 72 hours, but this can take up to 28 days depending on the nature of the complaint. 

You can raise a complaint with us here.

You can view and track your complaints here. 

Hopefully this all helps too! Please do let us know if you have any specific questions or need further support!

All the best. 

[unhappyconsumer]

Yes, you have repeated the process outlined within your code of practice. The purpose of this is to help the majority of your customers, who do not experience the process you have outlined.