Business has not implemented financial ombudsman decision

Jjmbrown1

Hi,

Long story short I made a complaint to the financial ombudsman regarding Virgin Media due to the continued delays with installation, most nonsensical customer service, and essentially completely ignoring the fact they owed me money despite having 15+ conversations on the matter with different customer service representatives.

The ombudsman have issued the decision that Virgin are to credit me £150 compensation as well as a written apology letter. This was supposed to be actioned by the 29th April, but nothing at all has been done.

I've chased the ombudsman a few times but I just keep getting told they are chasing their contact at Virgin, and will let me know when they have an update. I really just want this over and done with at this point, what are my options? I still have 6 months left on my contract with Virgin but I am at the point of just cancelling the direct debit and refusing to pay anything until this is sorted, clearly there is no genuine apology or care for customer service or this would have been done by now. 

What are my options here if the ombudsman isn't making any progress, Virgin have had 2 months to implement the resolution at this point and clearly not getting any traction?What are the implications of me refusing to pay my contract?

Appreciate the advice. 

Thanks

Josh

[Deleted User]

Are you sure it's the Financial Ombudsman Scheme (FOS) with Virgin Media?

TheBanker

I don't think the FOS deal with complaints about broadband installation. 

Was your complaint to a body called 'Ombudsman Services'? (note no 'Financial'). 

You might be better posting on the Broadband and Internet Access board: https://forums.moneysavingexpert.com/categories/broadband-internet-access

Jjmbrown1

That's correct it was Ombudsman Services apologies. 

[Deleted User]

Jjmbrown1 said:

That's correct it was Ombudsman Services apologies. 

The Communications Ombudsman has no powers to enforce its Decision. If the provider fails to comply, then you can use the EOS Decision in support of any legal action you might wish to take: