
Why keeping customers cost Virgin Media £28 million | Commercial Awareness Compass #84
A massive £28 million fine has been levied against Virgin Media after regulator Ofcom found they were breaking regulations to retain customers. Between 2022 and 2024, call centre agents deliberately dropped calls, failed to log cancellation requests, and subjected customers to excessive hold times, all in a bid to keep customers with the company. Where does the line between commercial aggressiveness end and legal liability begin? How do internal commission schemes change how regulators view a company? And what role do commercial lawyers play in balancing revenue targets against compliance obligations? The Commercial Awareness Compass by AllAboutLaw, helps you build your commercial awareness every week with a beginners, intermediate and advanced breakdown of a story from an expert lawyer and trainee solicitor host. This story was taken from a live conversation a few months ago. If you don't want to wait for these conversations, head over to the Commercial Awareness Compass to get them straight to your inbox each week. 🚀 Boost your commercial awareness: https://www.allaboutlaw.co.uk/commercial-awareness-compass


















