Originally Posted by bubblegun

These complaints are about complaints to the provider.
Each provider is required to register a customers complaint about whatever to do with their service, OFCOM then collates these to produce these reports. It's not just about complaints escalated to OFCOM.

At Sky, any time a customer complains about something to do with the service or a person who is part of the business, a complaint is registered on the account. I believe all other providers who are regulated by OFCOM need to have similar processes in place.

I'm sure BenMcr or some other Virgin staff member will be able to confirm if Virgin have a similar process.