I assume you mean compensation. I think Virgin aim to reply in full with rail vouchers within 28 days plus an acknowledgement of your form within a week. But with so many delays recently, I bet their mailbag is bursting at the seams and the response time may be longer. Virgin's compensation scheme is the most un-generous around compared to others such as XC. Let's hope we get Delay Repay on thw WCML next December!