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Message us your issue
It’s easy, convenient and if you message us outside our opening hours* our team will respond when they get back in.
If you have a fault or issue with your service please raise this via the online form below.
Submit your issue online
You can use our web form to submit your issue to our Resolutions team.
Call our Customer Service team
Please only call if you need to. Instead, please use the help available online at virginmedia.com/help
Information on our response to Coronavirus (Covid-19)
Call 150 from your Virgin Media phone or mobile, or call
0345 454 1111 * from any other phone
Monday to Friday, 8am until 8pm
Saturday, 8am until 6pm
For our text relay service call us free on 18001 0800 052 2164
You can also contact us through a sign language interpreter. Open 7 days a week, 8am and midnight.
*For call costs to our team from a Virgin Media home phone, visit Call costs page. Calls from other networks and mobile may vary.
Write to us
Send your complaint to Virgin Media, Sunderland, SR43 4AA
Our Codes of Practice
Message us your issue
It’s easy, convenient and if you message us outside our opening hours* our team will respond when they get back in.
Submit your issue online
You can use our web form to submit your issue to our Resolutions team.
Call our Customer Service team
Please only call if you need to. Instead, please use the help available online at virginmedia.com/help
Information on our response to Coronavirus (Covid-19)
Call 789 from your Virgin Media phone or mobile, or call
0345 6000 789 * from any other phone
Monday to Friday, 8am until 8pm
Saturday, 8am until 6pm
For our text relay service call us free on 18001 0800 052 2164
You can also contact us through a sign language interpreter. Open 7 days a week, 8am and midnight.
*For call costs to our team from a Virgin Media home phone, visit Call costs page. Calls from other networks and mobile may vary.
Write to us
Send your complaint to Virgin Media, Sunderland, SR43 4AA
Our Codes of Practice
Complaints Publication Report
Firm name: Virgin Media Mobile Finance Limited
Other firms included in this report (if any): None
Period covered in this report: 01 July 2020 – 31 December 2020
Brands/trading names covered: Not Applicable
| Number of complaints opened | |
|---|---|
| Credit Related | 4667 |
| Number of complaints closed | |
| Credit Related | 4043 |
| Closed complaints upheld by firm (%) | |
| Credit Related | 67.89% |
| Redress | |
| Credit Related | £136,776.05 |
| Redress per complaint | |
| Credit Related | £33.83 |
To help you put these figures into context:
The number of credit-related complaints reported is equivalent in volume to 0.40% of the credit-related regulated agreements in place on 31st December 2020.
| Number of complaints opened | Number of complaints closed | Closed complaints upheld by firm (%) | Redress | Redress per complaint | |
|---|---|---|---|---|---|
| Credit Related | 4667 | 4043 | 67.89% | £136,776.05 | £33.83 |
To help you put these figures into context:
The number of credit-related complaints reported is equivalent in volume to 0.40% of the credit-related regulated agreements in place on 31st December 2020.
Number of complaints closed |
|---|
Number of complaints closed |
|---|
*Monday to Friday, 7am until 11pm
Saturday and Sunday, 8am until 8pm