"Lack of evidence" - Going through arbitration with Virgin

Jonathan_Powell

I have a complaint with Virgin that has been going on since February. Long story short, the agent over the phone promised a certain price if i agreed to a new contract and this price hasn't been honoured. Submitted a complaint to the ombudsman and Virgin responded that this (arbitration) is an evidenced based platform and I've provided no evidence.

The evidence is the call recordings they refuse to share or provide commentary on. 

My question is, if my evidence is the call recordings that I haven't got access to, are they obliged to share these or is it still down to me somehow? 

[Deleted User]

Have you done a SAR (Subject Access Request) to get a copy of the call recordings?

Jonathan_Powell

[Deleted User] said:

Have you done a SAR (Subject Access Request) to get a copy of the call recordings?

No. Should I just email them? 

Jonathan_Powell

[Deleted User] said:

Have you done a SAR (Subject Access Request) to get a copy of the call recordings?

No. Should I just email them? 

littleboo

You need to follow the SAR process, it puts obligations on t hem to respond. See here and here Note that they only keep call recordings for 180 days and have 30 days to respond, so don't delay if its from Feb