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Welcome to the Communications & 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 'Submit a Claim' button to download a claim form.

Submit a Claim

What we do

CISAS is an Ofcom approved dispute resolution scheme operated by the Centre of Effective Dispute Resolution (CEDR) 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? 

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

Important Information

From 21 November 2017 Ombudsman Services will handle complaints related Plusnet. CISAS will not be able to accept applications for adjudication related to Plusnet received after the 20 November 2017. You should continue to try and resolve any complaint you have with Plusnet, but if your complaint remains unresolved after 8 weeks, or Plusnet sends you a deadlock letter, Ombudsman Services can help. Please go to:

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 CEDR 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

Centre for Effective Dispute Resolution
70 Fleet Street

T: +44 (0)20 7520 3814
F: 0845 1308 117