Complaints procedure

[Cl4r3]

I need to know the formal procedure to make a complaint. After 3 hours of being on the phone I have ended up cancelling my contract for broadband that only started today….if it wasn’t fir the service I received today I’d of stayed but I worked in a call centre for 12 years and I have NEVER heard anything like it

[goslow · Accepted solution]

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@Cl4r3 wrote:

I need to know the formal procedure to make a complaint. After 3 hours of being on the phone I have ended up cancelling my contract for broadband that only started today….if it wasn’t fir the service I received today I’d of stayed but I worked in a call centre for 12 years and I have NEVER heard anything like it

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Explained here

https://www.virginmedia.com/help/complaints

but you might well find the complaints process matches customer services on the phone.

[Cl4r3]

Just found it and sent my concerns and got this 😂😂 Great reference number

[goslow]

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@Cl4r3 wrote:

Just found it and sent my concerns and got this 😂😂 Great reference number

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Your image won't appear until moderated but I am going to make a guess that the reference is ****

If so, feel free to replace with 4 suitable letters of your own choosing!

[Cl4r3]

You got it! I’m not exaggerating but I have never know service like it from every single person!!!

[rsdeerf]

As per the OP, Virgin seem to have no effective complaints procedure. Filling out the web form on myvirginmedia is pointless as it disappears into a black hole - following the complaint tracking link after filling it out shows no active complaints. Very frustrating.

[newcustabc1]

Log your complaint. After they ignore it for me a few months they will email you with the following:

Hello xxxx

We just wanted to let you know we’re still looking into your complaint. We’ll get in touch in a few days’ time to go through the next steps.

Now that your complaint’s been open for 8 weeks, you can get it independently reviewed by our Alternative Dispute Resolution (ADR), CISAS, if you’d like to. It’s completely free of charge. You can get in touch with them at cisas@cedr.com or on 0207 520 3814, or hop on their website at cedr.com/cisas

We’ll look into it and get back to you with what we find and hopefully agree on a resolution with you. We’ll try to do this as quickly as we can, but please give us up to 28 days to look into things properly.