Before making an application, please first check that the following conditions have been met:

  • You have already complained to the company in the first instance
  • At least eight weeks have passed since you first complained to them or you have received a deadlock/ ADR letter
  • Your complaint is not in relation to fraud, property damage, discrimination or data protection
  • Your complaint is not the subject of court action and does not exceed £10,000.
  • You understand that it is your responsibility to ensure you have read the Scheme Rules, Guidance notes for customers and process guide (documents available at
  • You are based in the United Kingdom and not the Republic of Ireland

What information do I need to submit my claim?

  • Date you first raised your complaint with the company.
  • Whether you have received a deadlock/ADR letter and, if so, the date issued.
  • The details of the dispute.
  • Details of the compensation you are requesting (if applicable). Please refer to the CISAS Guide to Compensation for Inconvenience and Distress to assist you with this (accessible at
  • Any documents you may want to include, such as bills, contracts, correspondence with the company (including evidence of complaint), media (audio/video), photographs, receipts, etc.

Please note that the system will log you out after 30 minutes. If you have any questions please call us for guidance on +44 (0)20 7520 3814.

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