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Complaints procedure

Can anyone advise me on Virgin Mobile's complaints procedure please?

I'm getting nowhere with the on-going issue I have with my phone, so I looked on Ofcom's website, re: 'complaints'. Apparently I need to go through the motions of Virgin's own 'complaints procedure' to obtain a 'deadlock letter' before I can take my complaint to an Alternative Dispute Resolution (ADR) scheme. I have already completed Virgin's online 'complaint' form, but got no reply. Are they more likely to take notice if I send them a letter (by post)?

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Very Insightful Person
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Re: Complaints procedure

I would send one recorded delivery keeping receipts and copies. 

 

As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.

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Re: Complaints procedure

Good Morning Paulaz.

 

Thanks for your post and I'm sorry to see that you're currently struggling with your mobile service.

 

To view of code of practice in regards to how we deal with complaints, I'd advise clicking this link 

 

If you have any follow up questions do feel free to ask away

 

David_Bn

 

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