Quote:
Originally Posted by lostandconfused
surely the customer service adress is a complaints procedure? just because there isnt a specific department that is called, "complaints" doesnt mean there isnt a procedure in place when a customer has a grievance
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VM do have a complaints option on the "Contact Us" email part of their website. Unfortunately, they simply ignore any complaints using this route. I tried using it last week to complain about them not replying to a previous email. All I got was another useless acknowledgement promising that they would get in touch soon; this has been followed by a deafening silence.
You can also make a formal complaint to CS over the phone. I did this last night about the refusal to reply to emails and was faithfully promised that action would be taken. It's now over 24 hours later and not a dicky bird so far. I am not holding my breath.
However, I put the following questions to anyone out there.
1) Is there a formal VM complaints procedure?
2) If so, where can anyone readily obtain a copy of it?
3) If it exists does it lay out a definite sequence of steps, including estimated times of each step, that the complainant should follow. Also, does it say what further action can be taken by the complainant if deadlock between them and VM is reached.
If the answer is "no" to the above questions then, as far as I can see, VM do
not have a complaints procedure in any normally accepted sense of the phrase.