FWIW the I've found CS in this country to be very good. However most calls seem to get routed overseas where it's very poor and they can't stray from their scripts.
I only ever choose the 'thinking of leaving option' when ringing for whatever reason because I know I'll get good customer service from UK agents (they don't seem to mind).
Guess it's a cost/profit/customer satisfaction balance that VM getting wrong. Are we prepared to pay more for UK base called centres and better CS ? (i would, a little more anyway
)