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Consumer Complaints Code of Practice - Virgin Media

Updated March 2018 Having your voice heardYour guide to our Consumer Complaint Resolution Code of Practice2 Contents1. Introduction 32. Making a complaint. Resolving a complaint. 33. Independent adjudication 4 Using this PDFUse the navigation buttons in the bottom left hand corner to flick through the document or go back to the contents page. If you know what you re looking for, you can also use the clickable contents on this page. Plus, you can click any of the links in the IntroductionAt Virgin Media , we aim to give you the best customer service possible. But if you feel we ve fallen short of this, please let us know. We ll work with you to put things right and we ll always try to use your feedback to improve things where we Code lets you know how to go about making a complaint and how to take it further, if you need to.

If you don’t feel your complaint’s been resolved: When we get your complaint, we’ll aim to resolve it to your complete satisfaction. If you don’t feel this has been done, you can ask to escalate the issue to a manager. If you call in, a manager may be available to talk to you immediately or they may call you back at a time that suits you.

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