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CISAS Case Outcome Data

The Case Outcome data covers companies that are signed up to both CISAS and the Communications Ombudsman. This information is based on customer data when registering a case and outcome data. Please note the following definitions: Upheld - customers claim was successful in full or in part and/or previous offer from company was not exceeded by the adjudicator Settled - in full or in part - early resolution between the parties without the matter proceeding to adjudication Not upheld - customer complaint is not successful
Broadband Provider Settled Not upheld Upheld
Sky 66% 13% 21%
TalkTalk 83% 4% 13%
Vodafone 45% 8% 47%
BT 5% 35% 60%
EE 8% 35% 58%
Plusnet 11% 47% 42%
Three 60% 8% 32%
Virgin Media 10% 19% 70%
Landline Provider Settled Not upheld Upheld
Sky 63% 13% 24%
TalkTalk 88% 3% 9%
Vodafone 49% 14% 37%
BT 4% 24% 72%
EE 6% 27% 67%
Plusnet 14% 29% 57%
Virgin Media 11% 21% 66%
Mobile Provider Settled Not upheld Upheld
Sky 55% 23% 21%
TalkTalk 100% 0% 0%
Vodafone 28% 27% 45%
BT 7% 43% 50%
EE 6% 48% 46%
O2 35% 3% 62%
Tesco 25% 12% 63%
Three 42% 19% 39%
Broadband Provider Settled Not upheld Upheld
Sky 61% 11% 28%
TalkTalk 82% 4% 15%
Vodafone 40% 20% 40%
BT 10% 36% 54%
EE 2% 33% 65%
Plusnet 7% 37% 56%
Three 53% 9% 39%
Virgin Media 13% 23% 64%
Landline Provider Settled Not upheld Upheld
Sky 58% 10% 32%
TalkTalk 80% 6% 14%
Vodafone 41% 14% 45%
BT 6% 29% 65%
EE 4% 21% 74%
Plusnet 0% 22% 78%
Virgin Media 12% 20% 68%
Mobile Provider Settled Not upheld Upheld
Sky 41% 21% 38%
TalkTalk 50% 0% 50%
Vodafone 36% 23% 41%
BT 0% 13% 88%
EE 5% 48% 47%
O2 28% 3% 69%
Tesco 13% 12% 75%
Three 32% 24% 44%
Broadband Provider Settled Not upheld Upheld
Sky 50% 17% 33%
TalkTalk 79% 5% 16%
Vodafone 48% 11% 41%
BT 5% 35% 59%
EE 4% 40% 56%
Plusnet 0% 37% 63%
Shell Energy 10% 30% 60%
Tesco 0% 100% 0%
Three 48% 6% 46%
Virgin Media 15% 15% 70%
Landline Provider Settled Not upheld Upheld
Sky 54% 16% 30%
TalkTalk 82% 3% 15%
Vodafone 40% 6% 53%
BT 3% 32% 65%
EE 6% 17% 76%
Plusnet 0% 54% 46%
Shell Energy 25% 0% 75%
Tesco 0% 100% 0%
Virgin Media 13% 17% 70%
Mobile Provider Settled Not upheld Upheld
Sky 36% 20% 44%
TalkTalk 75% 0% 25%
Vodafone 42% 19% 39%
BT 0% 47% 53%
EE 4% 51% 44%
O2 28% 2% 70%
Plusnet 0% 0% 100%
Tesco 25% 4% 72%
Three 36% 18% 46%
Broadband Provider Settled Not upheld Upheld
Sky 48% 20% 32%
TalkTalk 79% 3% 18%
Vodafone 48% 11% 41%
BT 2% 32% 66%
EE 9% 38% 53%
Plusnet 3% 44% 53%
Shell Energy 42% 12% 46%
Tesco 0% 0% 100%
Three 52% 5% 42%
Virgin Media 19% 18% 63%
Landline Provider Settled Not upheld Upheld
Sky 44% 26% 30%
TalkTalk 82% 2% 16%
Vodafone 50% 6% 44%
BT 6% 27% 67%
EE 0% 26% 74%
Plusnet 12% 35% 53%
Shell Energy 25% 13% 62%
Virgin Media 16% 19% 65%
Mobile Provider Settled Not upheld Upheld
Sky 31% 27% 42%
TalkTalk 100% 0% 0%
Vodafone 44% 18% 38%
BT 0% 38% 62%
EE 6% 51% 43%
O2 22% 3% 74%
Plusnet 0% 0% 100%
Tesco 24% 14% 62%
Three 34% 17% 48%
Broadband Provider Settled Not upheld Upheld
Sky 47% 23% 30%
TalkTalk 81% 2% 17%
Vodafone 69% 7% 24%
BT 5% 37% 58%
EE 9% 35% 57%
Plusnet 10% 24% 66%
Shell Energy 47% 6% 47%
Tesco 0% 0% 100%
Three 62% 4% 34%
Virgin Media 22% 17% 61%
Landline Provider Settled Not upheld Upheld
Sky 45% 26% 29%
TalkTalk 81% 5% 14%
Vodafone 60% 5% 36%
BT 3% 31% 66%
EE 14% 24% 62%
Plusnet 0% 32% 68%
Shell Energy 9% 14% 77%
Three 0% 0% 100%
Virgin Media 22% 17% 61%
Mobile Provider Settled Not upheld Upheld
Sky 24% 40% 36%
TalkTalk 100% 0% 0%
Vodafone 47% 19% 34%
BT 17% 17% 67%
EE 5% 54% 41%
O2 22% 5% 74%
Plusnet 0% 0% 100%
Tesco 18% 7% 75%
Three 35% 15% 50%
Virgin Media 22% 11% 67%
Broadband Provider Settled Not upheld Upheld
Sky 50% 20% 30%
TalkTalk 86% 2% 12%
Vodafone 60% 4% 36%
BT 5% 37% 58%
EE 11% 40% 49%
Plusnet 4% 25% 71%
Shell Energy 33% 0% 67%
Three 33% 5% 61%
Virgin Media 32% 17% 50%
Landline Provider Settled Not upheld Upheld
Sky 45% 17% 38%
TalkTalk 88% 2% 10%
Vodafone 45% 5% 50%
EE 0% 35% 65%
Plusnet 0% 27% 73%
Shell Energy 32% 0% 68%
Virgin Media 30% 16% 54%
Mobile Provider Settled Not upheld Upheld
Sky 29% 46% 25%
TalkTalk 75% 0% 25%
Vodafone 48% 11% 41%
BT 6% 19% 75%
EE 4% 52% 44%
O2 17% 7% 76%
Plusnet 13% 38% 50%
Tesco 20% 11% 69%
Three 23% 18% 59%
Virgin Media 26% 35% 39%
Broadband Provider Settled Not upheld Upheld
Sky 37% 29% 35%
TalkTalk 82% 1% 17%
Vodafone 49% 10% 41%
BT 5% 37% 58%
EE 5% 48% 48%
Plusnet 11% 36% 53%
Shell Energy 38% 0% 62%
Tesco 0% 0% 100%
Three 60% 12% 28%
Virgin Media 37% 12% 51%
Landline Provider Settled Not upheld Upheld
Sky 30% 35% 35%
TalkTalk 79% 1% 20%
Vodafone 44% 10% 46%
BT 6% 34% 60%
EE 0% 44% 56%
Plusnet 4% 33% 63%
Shell Energy 19% 3% 78%
Tesco 0% 100% 0%
Virgin Media 34% 12% 54%
Mobile Provider Settled Not upheld Upheld
Sky 33% 40% 27%
TalkTalk 50% 0% 50%
Vodafone 38% 23% 38%
BT 0% 36% 64%
EE 4% 49% 48%
O2 24% 12% 64%
Plusnet 0% 0% 100%
Tesco 21% 6% 73%
Three 27% 26% 47%
Virgin Media 25% 19% 56%
Broadband Provider Settled Not upheld Upheld
Sky 39% 24% 37%
TalkTalk 74% 1% 25%
Vodafone 39% 16% 45%
BT 6% 33% 61%
EE 12% 43% 45%
Plusnet 12% 27% 61%
Shell Energy 68% 4% 29%
Three 59% 14% 27%
Virgin Media 35% 10% 55%
Landline Provider Settled Not upheld Upheld
Sky 36% 23% 41%
TalkTalk 73% 0% 27%
Vodafone 28% 11% 61%
BT 6% 23% 71%
EE 15% 38% 46%
Plusnet 5% 38% 58%
Shell Energy 25% 3% 73%
Virgin Media 26% 10% 64%
Mobile Provider Settled Not upheld Upheld
Sky 23% 39% 38%
TalkTalk 0% 0% 100%
Vodafone 30% 25% 46%
BT 7% 27% 67%
EE 4% 51% 45%
O2 22% 21% 57%
Plusnet 9% 18% 73%
Tesco 19% 8% 73%
Three 24% 28% 48%
Virgin Media 16% 2% 81%

CISAS Case Category Data

Mobile, Landline and Broadband Case Category data for all major telecommunications providers.
Broadband Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
Sky 18% 15% 21% 30% 6% 11% 0% 0%
TalkTalk 21% 20% 28% 25% 2% 4% 0% 0%
Vodafone 18% 21% 18% 26% 3% 14% 0% 0%
BT 17% 15% 14% 27% 18% 10% 0% 0%
EE 15% 14% 11% 34% 18% 8% 1% 0%
Plusnet 11% 20% 7% 31% 27% 4% 0% 0%
Three 34% 18% 8% 22% 8% 11% 0% 0%
Virgin Media 24% 13% 17% 26% 14% 4% 1% 0%
Landline Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
Sky 23% 21% 19% 24% 4% 9% 0% 0%
TalkTalk 22% 13% 29% 28% 4% 5% 0% 0%
Vodafone 6% 26% 26% 23% 3% 17% 0% 0%
BT 23% 10% 17% 30% 12% 6% 1% 0%
EE 12% 10% 20% 31% 16% 9% 1% 0%
Plusnet 27% 0% 9% 36% 27% 0% 0% 0%
Virgin Media 38% 25% 10% 18% 4% 4% 1% 0%
Mobile Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
Sky 29% 18% 9% 13% 19% 12% 0% 0%
TalkTalk 0% 0% 0% 100% 0% 0% 0% 0%
Vodafone 28% 24% 15% 22% 2% 8% 1% 0%
BT 80% 0% 10% 0% 0% 10% 0% 0%
EE 33% 12% 17% 13% 6% 10% 10% 0%
O2 31% 17% 20% 8% 2% 5% 18% 0%
Plusnet 0% 100% 0% 0% 0% 0% 0% 0%
Tesco 15% 13% 27% 25% 3% 7% 9% 0%
Three 39% 13% 11% 18% 4% 8% 7% 0%
Broadband Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
Sky 21% 16% 15% 29% 7% 11% 0% 0%
TalkTalk 22% 23% 20% 31% 2% 3% 0% 0%
Vodafone 18% 22% 18% 29% 2% 11% 0% 0%
BT 20% 13% 11% 32% 15% 8% 1% 0%
EE 21% 9% 16% 32% 10% 10% 2% 0%
Plusnet 21% 15% 6% 33% 15% 9% 0% 0%
Three 37% 16% 12% 26% 3% 5% 0% 0%
Virgin Media 31% 14% 15% 27% 9% 4% 1% 0%
Landline Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
Sky 23% 21% 12% 27% 5% 11% 0% 0%
TalkTalk 20% 24% 18% 27% 6% 4% 1% 0%
Vodafone 14% 14% 10% 45% 7% 10% 0% 0%
BT 12% 11% 15% 1% 15% 9% 38% 0%
EE 22% 13% 14% 0% 9% 9% 32% 0%
Plusnet 25% 25% 0% 0% 13% 0% 38% 0%
Virgin Media 34% 25% 16% 1% 4% 5% 15% 0%
Mobile Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
Sky 26% 12% 20% 13% 21% 7% 1% 0%
TalkTalk 38% 25% 13% 25% 0% 0% 0% 0%
Vodafone 29% 19% 14% 21% 6% 10% 1% 0%
BT 33% 11% 22% 11% 0% 11% 11% 0%
EE 38% 11% 14% 9% 5% 7% 15% 0%
Plusnet 100% 0% 0% 0% 0% 0% 0% 0%
Tesco 12% 10% 15% 8% 8% 8% 37% 0%
Three 37% 15% 13% 7% 5% 7% 15% 0%
Broadband Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
Sky 23% 21% 16% 20% 9% 10% 0% 0%
TalkTalk 23% 23% 17% 27% 5% 6% 0% 0%
Vodafone 18% 24% 15% 31% 4% 9% 0% 0%
BT 22% 13% 15% 31% 16% 4% 0% 0%
EE 13% 17% 14% 27% 15% 14% 1% 0%
Plusnet 11% 8% 11% 38% 22% 8% 3% 0%
Shell Energy 17% 17% 0% 67% 0% 0% 0% 0%
Three 31% 15% 12% 18% 11% 12% 2% 0%
Virgin Media 28% 18% 21% 20% 8% 4% 1% 0%
Landline Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
Sky 24% 22% 15% 20% 7% 11% 0% 0%
TalkTalk 14% 21% 26% 29% 7% 3% 0% 0%
Vodafone 11% 26% 26% 28% 2% 8% 0% 0%
BT 14% 12% 15% 38% 16% 5% 0% 0%
EE 15% 13% 16% 33% 12% 9% 1% 0%
Plusnet 20% 20% 13% 33% 13% 0% 0% 0%
Shell Energy 67% 0% 33% 0% 0% 0% 0% 0%
Virgin Media 30% 23% 19% 16% 4% 7% 1% 0%
Mobile Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
Sky 20% 16% 16% 16% 23% 9% 0% 0%
TalkTalk 0% 75% 0% 25% 0% 0% 0% 0%
Vodafone 29% 21% 12% 22% 7% 8% 1% 0%
BT 31% 15% 15% 31% 0% 0% 8% 0%
EE 38% 11% 13% 18% 5% 8% 8% 0%
O2 30% 13% 26% 15% 2% 6% 9% 0%
Plusnet 33% 67% 0% 0% 0% 0% 0% 0%
Tesco 13% 7% 18% 49% 5% 3% 5% 0%
Three 36% 17% 15% 14% 3% 9% 5% 0%
Broadband Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
Sky 18% 20% 19% 25% 8% 10% 0% 0%
TalkTalk 29% 21% 13% 22% 5% 10% 0% 0%
Vodafone 19% 24% 24% 18% 3% 11% 0% 0%
BT 14% 8% 15% 39% 16% 7% 1% 0%
EE 19% 19% 13% 27% 13% 8% 0% 0%
Plusnet 14% 3% 22% 32% 22% 8% 0% 0%
Shell Energy 26% 13% 22% 26% 9% 4% 0% 0%
Three 33% 21% 9% 21% 7% 9% 1% 0%
Virgin Media 24% 13% 21% 28% 9% 5% 1% 0%
Landline Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
Sky 26% 21% 17% 17% 6% 13% 0% 0%
TalkTalk 36% 23% 8% 23% 8% 3% 0% 0%
Vodafone 7% 18% 39% 25% 0% 11% 0% 0%
BT 19% 12% 13% 34% 17% 4% 1% 0%
EE 14% 11% 14% 41% 8% 11% 2% 0%
Plusnet 7% 14% 7% 36% 14% 21% 0% 0%
Shell Energy 42% 0% 8% 42% 0% 8% 0% 0%
Virgin Media 32% 19% 19% 19% 3% 8% 0% 0%
Mobile Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
Sky 23% 10% 14% 17% 26% 10% 0% 0%
TalkTalk 0% 67% 33% 0% 0% 0% 0% 0%
Vodafone 31% 24% 11% 21% 6% 6% 1% 0%
BT 61% 6% 11% 17% 0% 6% 0% 0%
EE 39% 11% 14% 18% 6% 9% 5% 0%
O2 25% 12% 24% 18% 2% 6% 12% 0%
Plusnet 67% 33% 0% 0% 0% 0% 0% 0%
Tesco 13% 12% 16% 51% 0% 1% 6% 0%
Three 36% 13% 16% 18% 2% 10% 5% 0%
Broadband Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
Sky 27% 14% 13% 29% 5% 11% 1% 0%
TalkTalk 26% 21% 13% 23% 8% 8% 0% 0%
Vodafone 21% 19% 19% 24% 6% 10% 0% 0%
BT 13% 13% 12% 35% 20% 5% 2% 0%
EE 10% 18% 12% 35% 13% 10% 2% 0%
Plusnet 16% 12% 14% 30% 28% 0% 0% 0%
Shell Energy 17% 10% 7% 50% 12% 2% 2% 0%
Three 39% 17% 6% 25% 4% 6% 1% 0%
Virgin Media 25% 14% 15% 27% 11% 5% 2% 0%
Landline Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
Sky 30% 12% 16% 24% 4% 13% 1% 0%
TalkTalk 19% 21% 18% 22% 10% 10% 0% 0%
Vodafone 7% 23% 23% 25% 12% 10% 0% 0%
BT 16% 10% 13% 36% 17% 5% 3% 0%
EE 7% 17% 13% 37% 10% 13% 3% 0%
Plusnet 23% 12% 23% 23% 4% 15% 0% 0%
Shell Energy 26% 0% 4% 52% 13% 4% 0% 0%
Three 0% 0% 100% 0% 0% 0% 0% 0%
Virgin Media 34% 15% 18% 22% 4% 6% 1% 0%
Mobile Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
Sky 21% 22% 16% 11% 19% 11% 1% 0%
TalkTalk 100% 0% 0% 0% 0% 0% 0% 0%
Vodafone 38% 22% 6% 16% 8% 5% 4% 0%
BT 42% 13% 8% 21% 8% 0% 8% 0%
EE 35% 11% 15% 17% 6% 9% 7% 0%
O2 23% 11% 23% 19% 3% 6% 14% 0%
Plusnet 100% 0% 0% 0% 0% 0% 0% 0%
Tesco 14% 7% 21% 47% 4% 0% 7% 0%
Three 35% 13% 16% 21% 2% 6% 7% 0%
Virgin Media 33% 6% 22% 17% 0% 11% 11% 0%
Broadband Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
Sky 23% 18% 18% 23% 8% 9% 1% 0%
TalkTalk 24% 27% 18% 22% 2% 6% 1% 0%
Vodafone 20% 31% 16% 13% 3% 14% 3% 0%
BT 14% 10% 11% 37% 18% 9% 0% 0%
EE 11% 22% 11% 37% 13% 5% 2% 0%
Plusnet 9% 20% 15% 42% 11% 4% 0% 0%
Shell Energy 13% 3% 7% 47% 10% 20% 0% 0%
Three 22% 23% 14% 23% 10% 6% 1% 0%
Virgin Media 27% 12% 15% 32% 8% 6% 1% 0%
Landline Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
Sky 26% 22% 14% 18% 6% 15% 0% 0%
TalkTalk 25% 28% 21% 22% 1% 3% 0% 0%
Vodafone 17% 31% 17% 12% 5% 12% 5% 0%
BT 15% 10% 12% 38% 15% 9% 2% 0%
EE 11% 5% 11% 58% 0% 16% 0% 0%
Plusnet 8% 28% 20% 28% 4% 8% 4% 0%
Shell Energy 26% 11% 11% 37% 11% 5% 0% 0%
Virgin Media 31% 15% 16% 27% 5% 6% 0% 0%
Mobile Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
TalkTalk 50% 25% 0% 25% 0% 0% 0% 0%
Vodafone 33% 22% 10% 13% 6% 14% 2% 0%
BT 23% 31% 8% 31% 0% 8% 0% 0%
EE 30% 11% 16% 21% 7% 10% 6% 0%
O2 25% 12% 20% 22% 3% 4% 15% 0%
Plusnet 80% 0% 20% 0% 0% 0% 0% 0%
Tesco 10% 5% 17% 45% 11% 7% 5% 0%
Three 37% 13% 16% 17% 3% 7% 7% 0%
Virgin Media 21% 37% 11% 26% 0% 0% 5% 0%
Broadband Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
Sky 23% 13% 18% 25% 9% 10% 1% 0%
TalkTalk 22% 29% 19% 21% 2% 6% 0% 0%
Vodafone 15% 27% 16% 26% 4% 11% 0% 0%
BT 17% 11% 12% 28% 25% 6% 0% 3%
EE 13% 20% 9% 38% 14% 5% 2% 0%
Plusnet 19% 19% 10% 29% 19% 2% 2% 0%
Shell Energy 25% 17% 17% 17% 8% 14% 3% 0%
Tesco 0% 0% 0% 100% 0% 0% 0% 0%
Three 26% 31% 12% 21% 4% 5% 1% 0%
Virgin Media 24% 14% 12% 35% 10% 6% 1% 0%
Landline Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
Sky 27% 16% 19% 19% 11% 7% 1% 0%
TalkTalk 22% 28% 20% 23% 1% 7% 0% 0%
Vodafone 16% 19% 27% 24% 4% 10% 0% 0%
BT 15% 10% 20% 31% 18% 5% 1% 0%
EE 24% 6% 24% 24% 18% 0% 6% 0%
Plusnet 18% 27% 14% 18% 20% 2% 0% 0%
Shell Energy 35% 9% 9% 39% 0% 0% 9% 0%
Virgin Media 32% 16% 16% 25% 6% 4% 1% 0%
Mobile Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
TalkTalk 33% 50% 17% 0% 0% 0% 0% 0%
Vodafone 33% 19% 10% 15% 11% 11% 1% 0%
BT 26% 13% 22% 17% 0% 13% 9% 0%
EE 32% 13% 14% 18% 8% 7% 8% 0%
O2 23% 11% 19% 28% 3% 5% 12% 0%
Plusnet 27% 27% 9% 27% 0% 0% 9% 0%
Tesco 14% 6% 14% 51% 8% 2% 5% 0%
Three 31% 17% 17% 18% 2% 8% 7% 0%
Virgin Media 39% 6% 36% 11% 3% 0% 6% 0%
Broadband Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
Sky 20% 24% 15% 24% 5% 11% 1% 0%
TalkTalk 21% 29% 11% 29% 2% 7% 0% 0%
Vodafone 14% 24% 17% 25% 7% 12% 0% 0%
BT 17% 14% 14% 26% 19% 5% 1% 3%
EE 32% 18% 18% 9% 14% 5% 5% 0%
Plusnet 12% 30% 19% 21% 14% 2% 0% 2%
Shell Energy 41% 13% 13% 31% 3% 0% 0% 0%
Virgin Media 31% 14% 15% 25% 6% 7% 0% 1%
Landline Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
Sky 19% 25% 18% 20% 4% 14% 0% 0%
TalkTalk 15% 33% 7% 31% 4% 10% 0% 0%
Vodafone 9% 25% 21% 29% 4% 11% 1% 0%
BT 17% 14% 14% 26% 19% 5% 1% 3%
EE 32% 18% 18% 9% 14% 5% 5% 0%
Plusnet 12% 30% 19% 21% 14% 2% 0% 2%
Shell Energy 41% 13% 13% 31% 3% 0% 0% 0%
Virgin Media 31% 14% 15% 25% 6% 7% 0% 1%
Mobile Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
TalkTalk 0% 100% 0% 0% 0% 0% 0% 0%
Vodafone 30% 22% 10% 12% 14% 11% 1% 0%
BT 46% 0% 8% 8% 0% 23% 15% 0%
EE 32% 13% 16% 14% 5% 11% 6% 2%
O2 25% 9% 17% 31% 3% 5% 9% 1%
Plusnet 20% 7% 13% 53% 0% 0% 7% 0%
Tesco 8% 9% 16% 52% 6% 3% 4% 2%
Three 36% 17% 15% 15% 1% 7% 7% 2%
Virgin Media 33% 6% 28% 11% 0% 11% 6% 6%

CISAS Review Jan to Dec 2024

pdf / 831 KB

CISAS Review July To Dec 2023

pdf / 132 KB

CISAS Review Jan - June 2023

pdf / 133 KB

Key Performance Indicators

Throughout the year we publish reports on a quarterly basis showing our performance against Key Performance Indicators (KPIs) which have been agreed between CISAS and Ofcom.
Performance Indicator Target Q1 Q2
More than 80% of calls to be answered in less than two minutes. >80% 99% 99%
More than 90% of calls to be answered in less than five minutes. >90% 100% 100%
Percentage of written correspondence to be replied to within ten days. 100% 100% 100%
More than 90% of case decisions to be issued within six weeks of the case being accepted. >90% 98% 98%
Less than 1% of case decisions to be issued later than eight weeks after the case has been accepted. <1% 0.60% 0.67%
Performance Indicator Target Q1 Q2 Q3 Q4
More than 80% of calls to be answered in less than two minutes. >80% 99% 99% 99% 99%
More than 90% of calls to be answered in less than five minutes. >90% 100% 100% 100% 100%
Percentage of written correspondence to be replied to within ten days. 100% 100% 100% 100% 100%
More than 90% of case decisions to be issued within six weeks of the case being accepted. >90% 99% 98.7% 98.6% 98.4%
Less than 1% of case decisions to be issued later than eight weeks after the case has been accepted. <1% 0.2% 0.30% 0.18% 0.6%
Performance Indicator Target Q1 Q2 Q3 Q4
More than 80% of calls to be answered in less than two minutes. >80% 99% 99% 99% 99%
More than 90% of calls to be answered in less than five minutes. >90% 100% 100% 100% 100%
Percentage of written correspondence to be replied to within ten days. 100% 100% 100% 100% 100%
More than 90% of case decisions to be issued within six weeks of the case being accepted. >90% 97% 98% 98% 97%
Less than 1% of case decisions to be issued later than eight weeks after the case has been accepted. <1% 0.5% 0.2% 0.4% 0.6%
Performance Indicator Target Q1 Q2 Q3 Q4
More than 80% of calls to be answered in less than two minutes. >80% 98% 99% 99% 99%
More than 90% of calls to be answered in less than five minutes. >90% 100% 100% 100% 100%
Percentage of written correspondence to be replied to within ten days. 100% 100% 100% 100% 100%
More than 90% of case decisions to be issued within six weeks of the case being accepted. >90% 94% 96% 95% 95%
Less than 1% of case decisions to be issued later than eight weeks after the case has been accepted. <1% 0.85% 0.94% 0.80% 0.92%

Customer Satisfaction Survey

The following statistics are taken from the CEDR Customer Satisfactory Survey. Number of respondents: 503
1st June 2024 - 30th June 2025 Yes No
After your application was accepted by CEDR for review, did the company offer to settle your complaint? 71% 29%
1st June 2024 - 30th June 2025 Of the cases that had an offer made
Offer accepted 87%
Offer declined and proceeded to adjudication/arbitration 13%
1st June 2024 - 30th June 2025 Of the cases that had an offer made
Claim succeeded in full 43%
Claim succeeded in part 17%
Claim did not succeed 40%
1st November 2024 - 30th June 2025 Easy Neither Difficult
How easy was the offer of settlement to understand? 68% 20% 12%
How easy was it to understand the written decision? 65% 18% 17%
1st November 2024 - 30th June 2025 Satisfied Neither Dissatisfied
How satisfied are you with the process at CEDR? 71% 5% 24%

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