Originally Posted by Tim Deegan

A percentage is a percentage, and 1.5% actually going to the ombudsman is abysmal. It means that 60,000 customers had complaints so serious that VM's complaints procedure wasn't enough, and they felt they had to take it to the ombudsman. And at a guess that means that they probably have had at least 10x that amount in complaints that haven't gone to Ofcom.

So this is nothing to blow your trumpet about. It is something that should be looked at very seriously. Personally I believe that the reason they don't tackle the problem is because of the lack of competition.

The only reason I have stayed with Virgin is because their service (not their customer service) is probably the best of a very bad bunch.