Usually you'll need to raise a formal complaint with VM requesting compensation, because the contract doesn't specify any standards, and the automatic compensation scheme is very poor. I would suggest that your case would rely on the Consumer Rights Act 2015, which requires all services to be provided with "reasonable skill and care". Even then, I wouldn't expect VM's complaints process to be terribly effective, but you might get lucky. If not, then you would need to escalate to the industry arbitration scheme, CISAS, reading their customer guidance carefully beforehand.
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