If you don’t agree with the resolution of a billing dispute, V4 Consumer provides several steps you can take to seek further review or escalate the issue. Here’s what you can do:

1. Request a Detailed Explanation

• Review the Resolution: First, review the resolution provided by V4 Consumer’s Billing Support Team. Make sure you understand the rationale behind their decision and any adjustments made to your account.
• Ask for Clarification: If the explanation provided isn’t clear or if you believe key aspects of your dispute were overlooked, request a more detailed explanation. You can do this by contacting the support team via phone, live chat, or email.

2. Provide Additional Information

• Submit New Evidence: If you have additional information or documentation that wasn’t considered during the initial investigation, submit this evidence for further review. This might include transaction records, previous bills, or communications with V4 Consumer.
• Reopen the Dispute: Ask the Billing Support Team to reopen the dispute based on the new evidence you provide.

3. Escalate the Dispute

• Speak to a Supervisor: If you’re still not satisfied with the resolution, request to speak with a supervisor or manager in the Billing Support Team. They can review the case from a higher level and may offer a different perspective or solution.
• Formal Escalation: If the issue remains unresolved, you can request a formal escalation. This involves a higher level of review within V4 Consumer, where a senior team member or specialist may be assigned to your case.

4. Contact V4 Consumer’s Complaints Department

• File a Complaint: If you believe the dispute was handled improperly or you’re unhappy with the outcome, you can file a formal complaint with V4 Consumer’s Complaints Department.
  • Phone: Call us at 0330 043 1434 (Option 6) to reach the Complaints Department directly.
  • Email: Send a detailed email to billing@v4consumer.co.uk, outlining the dispute, the resolution provided, and why you disagree with the outcome.
• Complaints Process: The Complaints Department will review your case independently and may offer a different resolution. They will also provide you with information about the complaints process and what to expect next.

5. Seek Independent Advice or Mediation

• Alternative Dispute Resolution (ADR): If you’re still dissatisfied after going through V4 Consumer’s internal processes, you can seek assistance through an Alternative Dispute Resolution (ADR) scheme. ADR schemes are designed to provide an impartial review of your case and can help mediate a solution.
• Contact the Ombudsman: In the UK, you can escalate the issue to the relevant ombudsman service if you feel that V4 Consumer hasn’t adequately addressed your concerns. The ombudsman will investigate and make a binding decision on the matter.

6. Monitor Your Account

• Check for Changes: While the dispute is being reviewed or escalated, continue to monitor your account and billing statements to ensure no further issues arise.
• Payment Considerations: If you choose to withhold payment due to the dispute, be aware of potential late fees or service interruptions. It’s often best to continue making payments and seek refunds or adjustments afterward if the dispute is resolved in your favour.