Protecting customers’ privacy
We use customer data in responsibly. Virgin companies are careful not to contact customers unnecessarily, observing a discretion that goes above and beyond the rules of the Data Protection Act.
We have clear Virgin Group guidelines on dealing with complaints
If our customers are unhappy, we’re unhappy. And whilst we do everything in our power to ensure that our customers are happy, we have the following strategies in place for when they’re not:
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We acknowledge all written complaints within 7 working days of receipt.
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We respond to written complaints in full within 28 days, or else we get back to the customer to say we are investigating further.
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We give compensation where it is due.
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We give a complaint the “benefit of the doubt” unless proven otherwise.
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Customer service staff are trained to give honest, factual and error-free responses to complaints.
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All Virgin Group companies measure complaints as a ratio of the number of customers. These statistics are monitored by Virgin Management.
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All complaints to the Chairman are measured and monitored by Virgin Management.
A rise in complaints may result in the Group company having to present to Virgin Management on why this is the case and how they are going to resolve the problems.