As I have said before, in another thread the next stage would be CISAS who are Virgin's nominated Alternative Dispute Resolution Service
Ofcom WILL direct you back to them. From their
website
Quote:
If you’ve gone through the company’s formal complaint process and your concerns still aren’t resolved, the next thing to try is the company’s Alternative Dispute Resolution (or ADR) scheme. The ADR scheme acts as an independent middleman between the company and the customer. If the company’s in the wrong, the ADR scheme can order the company to fix the problem and, if needed, pay compensation.
Ofcom does not investigate individual consumer complaints and we will not respond to you about your individual complaint. However, we monitor all consumer issues and may investigate a company if monitoring data reveals a particular problem. You can help us by filling in our consumer monitoring survey form.
Please note that this survey form is for monitoring purposes only and you should not expect Ofcom to address your individual case. Individual complaints should be raised with your provider first, then with its Alternative Dispute Resolution service if the issue has not been resolved.
You should find details of the company’s ADR scheme either on the back of your bill, or available from the company’s customer services staff.
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There are here
http://www.cisas.org.uk. However they will require Virgin to send you a deadlock letter before CISAS will take it on (or if 12 weeks have passed since you wrote to Virgin)
Quote:
You should first of all let the company know that you have a problem with them. The company then has up to three months to try and settle that problem with you, or to issue you with a deadlock letter which will refer you to us. If you come to us before going to the company then we will be unable to handle your complaint and will refer you to the company.
If more than three months has passed since you told the company of your problem and you have still not had your complaint resolved to your satisfaction, you may then come direct to us.
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