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Welcome to the Communications and Internet Services Adjudication Scheme (CISAS)

Submit a claim

If you have an unresolved complaint with a telecommunications company, we're here to help. First, check our guidance pages to see what's covered by our service. Then, when you're ready, click the 'Make a complaint' button to download an application form.

Submit a claim

What we do

CISAS is an Ofcom approved dispute resolution scheme which provides adjudication for the customers of communications companies when they are unable to resolve complaints directly with the company. The service is free of charge to customers as required by the Communications Act 2003.

We use a process known as adjudication to resolve disputes related to communication services including:

Broadband Mobiles On demand
Pay TV Premium rate

If you cannot find any information you need, or would like any issues to be clarified, please call or email us for assistance.

Which companies do we cover? 

CISAS currently adjudicates disputes related to over 200 companies in the UK.  

To view the directory of companies we can help you with click here.

How do we make decisions on claims?

In achieving a fair and reasonable outcome for both parties, a CISAS adjudicator will:

  • Demonstrate that they have treated the company and the consumer fairly.
  • Remain neutral and promote neither the position of the consumer nor that of the company.
  • Consider the evidence presented by the parties, the specific circumstances, and other information directly relevant to the dispute.
  • Recognise that both parties must, where it is in their possession, provide evidence relevant to the matters in dispute.
  • Give equal consideration to the word of the consumer and the word of the company.
  • Be mindful of, but not bound by, past rulings in similar cases.

CISAS: Independence, Integrity, Impartiality

by Ofcom

70 Fleet Street

T: 020 7520 3827
F: 0845 1308 117