If your communications provider is unable to agree with you on a mutually acceptable resolution to your complaint, and no further proposals are forthcoming, you may receive a letter or email from them with the title ‘deadlock letter’ or ‘final response’. This will tell you that they will not be able to put forward any further proposals and will tell you that you can apply to CISAS if you wish.
No. You must give your communications provider the opportunity to address your concerns first. In many cases they will be able to resolve your complaint to your satisfaction.
As long as you want to use CISAS, and your case falls within the scope of what we can deal with, then your communications provider must cooperate with CISAS.
No. CISAS is free of charge for customers. Any money you spend in putting together your claim cannot be recovered through CISAS.
A professional, legally qualified adjudicator appointed by CEDR will decide each dispute by reference to the documentary evidence supplied by the parties, the CISAS Rules and the relevant law. The adjudicators are experienced in dealing with all types of communication and internet service disputes.
The adjudicator will produce a written decision, which will be sent to you and your communications provider. The adjudicator’s decision is confidential, and the communications provider must follow it if you choose to accept it. If you decide that you do not agree with the adjudicator’s decision, you are free to reject it and pursue your claim elsewhere if you wish. In this case, the adjudicator’s decision will not be binding on your communications provider.
Where the adjudicator decides in your favour, the communications provider is required to give you the remedy or remedies that the adjudicator has told them to give you within 20 working days of you telling CISAS that you accept the decision.
The maximum sum which an adjudicator may award you is £10,000.00. This sum includes compensation, refunds, credits and waivers.
Cases must be completed within 90 days of the application being accepted as required by UK legislation but the average time taken to complete the process is considerably less at approximately 40 -50 days.