Poor customer service - who to complain to?

Not_Angela_Rippon

I've had poor customer service from my internet/tv provider Virgin Media which is going round in circles. If it was a bank I would complain to the Financial Ombudsman - I've checked OfCom and the Communications Ombudsman's website but am unsure if they can help.

I had issues with them in December 2009/January 2010 and they put late payment marks on my credit file which I feel were incorrect.

When I complained they wrote back advising that I wrote to an address of a team who they said would look into this and could amend the credit file.

When I did I got my letter back shortly afterwards from the Post office saying they had gone away. I then wrote to the original address I had to complain and received another letter apologising that I was given that address giving me another address.

The letter from that address came back refusing to change the file. I thought they hadn't answered some points in my letter so I wrote back to complain and then they wrote back last week saying I should write to the same address as their first letter which resulted in the letter coming back returned as not at that addreess.

fosheezy

If Virgin Media have not resolved your complaint within 10 working days of you initially making it, you can file it with ISPA. I'd post a link, but MSE forums won't let me... it's ispa dot org dot uk

That will get a copy of it sent to an underling in the CEO's office. If they still haven't resolved it within 5 more working days, you can register a second complaint with ISPA, which puts more pressure on them to resolve it. If they still have not resolved it within 2 months, or negotiations between you become deadlocked (whichever is sooner) you can escalate it to CISAS, which is the dispute resolution scheme approved by OFCOM. If that doesn't get you anywhere, then it's time for small claims court.