If you’ve been left disappointed with the service you have received from Virgin Media then here is the best way of how you can complain to them and get your issue resolved.
The important thing to remember when you’re making a complaint to Virgin Media is to give them your details, this includes the information – your account number, email, home address, and a contact number for them to get back to you on. This information allows them to access your account easily and give you a response in a quicker time.
Complain to Virgin Media by phone
The easiest way to get a direct answer for your complaint to Virgin Media is by calling them on the phone number 0843 557 4582. When you phone this number they will be able to take details of your complaint and hopefully should be able to resolve it whilst you’re on the phone to them.
If this isn’t possible, they’ll explain the course of action that will follow, and if it’s possible they’ll give you a timeframe of when you can expect to hear back from them, as well as what they plan to do to get your complaint resolved.
Complain to Virgin Media online
It’s also possible to make your complaint to Virgin Media online, using their webform. Essentially like an email, you fill out the details of the form, with information regarding your complaint, such as what went wrong and how they can fix it for you, and they will get back to you in due course.
They will aim to get your complaint resolved within seven days, but again the quickest way to get a response from Virgin Media is by calling them on the phone number above.
In some rare cases, emailing your complaint via their webform could potentially take up to 28 days to be resolved.
It’s essential that you answer all of the information correctly and accurately, which will help to speed up the process of your complaint.
You can Tweet to Virgin Media or write to them on Facebook in the first instance regarding your complaint, however, it’s likely that they’ll reply to you telling you to either contact them on the number above, use their online contact form, or send your complaint through the post.
Complain to Virgin Media by post
It is possible to send your Virgin Media complaints by post, however, as you can imagine this is the slowest option for getting a response from them.
When they receive your letter, they will acknowledge the receipt of it within 48 hours, and they have the aim of resolving all complaints sent by letting within 28 days of them receiving it.
If you’d like to send your complaint to Virgin Media by post, you can send it to the following address:
Complaints, Virgin Media, PO Box 333, Matrix Court, Swansea, SA7 9ZJ.
Resolving your Virgin Media complaints
Virgin Media will do their utmost to ensure that your complaint is resolved to your complete satisfaction. However, if you feel like this hasn’t been carried out by them, you can further escalate your issue to a manager who will look at your complaint further.
If you and Virgin Media haven’t come to an agreed settlement within eight weeks of them receiving your complaint then you can then escalate your complaint to an outside body. This can also happen if Virgin Media write to you before the eight weeks are up and tell you that your complaint should be settled by independent adjudication.
In both of these instances, you have the right to refer your complaint independently through to CISAS (the Communications and Internet Services Adjudication Scheme) of which Virgin Media is a member. This service is free to use.
When this happens CISAS will ask both you and Virgin Media for evidence of the dispute, and they will then make an independent decision about the case.
Contact details for CISAS are as follows: CISAS, 70 Fleet Street, London EC4Y 1EU