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Telling it like it is

Sometimes when you try to complain to a company, it feels as though you’re talking to a brick wall. But at Virgin, we always welcome your feedback. We do realise that mistakes sometimes happen, so if you're unhappy with something, then please make sure you let us know. We'll always do our best to solve any problems or issues that you might have with something you've bought or used from the Virgin Group. We promise to listen properly to your feedback and to use your suggestions to improve our products and services.

We've put together this guide, to help you out with your complaint. It'll tell you how to go about it, and what to expect from us in return. Take a look, and then get in touch.

How to Complain

Virgin.com cannot give you advice on any individual complaints, but the following steps will help you and the appropriate Virgin Company solve the problem as soon as possible.

1. Make sure you contact the relevant Virgin Group Company. That's the one you bought the product or service from. You can find a complete list of Virgin Group Companies and their contact information by visiting the "Contact Us" section.
2. Always read the terms and conditions for the relevant Virgin Group Company as it may have special arrangements about refunds, guarantees, rights to cancel etc above and beyond the rights given to you by law.
3. If you think you have a genuine complaint about faulty goods, then stop using the goods immediately. If the complaint is about goods or services, you should contact the Virgin Group Company who sent you the goods or provided the service as soon as possible either by telephoning, emailing or writing.
4. Explain in as much detail as you can what the problem is and make sure you have all the information to hand e.g. full name and address of the right Virgin Group Company, any customer reference number, details of what you ordered, date when you placed the order, the amount paid, method of payment, receipt number, reason for the complaint and anything else which may be important.
5. Please note that if any of the prices on any of the Virgin websites are incorrect then you do not have a right to demand to buy the goods at the advertised price. If you do discover an error then please let the relevant Virgin Group Company know so that they can correct any mistakes.