Quote:
Originally Posted by Qtx
If you just want to complain about recent issues or treatment, there appears to be no actual complaint route to get a complaint noted.
I don't doubt that VM are not the only one with this method of stopping complaints being logged.
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Complaints are logged in VM, but doesn't mean staff won't try and resolve them at the point of contact. Saying 'I want to complain' doesn't suddenly change how the issue is dealt with.
If you make a complaint via Customer Services, and it's something they fix, it's logged as complaint and then marked as resolved.
If you make a complaint via email or letter it is logged when it's processed - there isn't any stage when it's blocked. Unfortunately as people use Complaints as first line customer services, then it can take time to deal with unresolved issues.
If you complain about something to the resolution team, again it's logged, but they are there to resolve issues where they can.