FAQs and Downloads

Please see below for our full list of FAQs, and additional downloadable documents. For Application Forms, please visit the CISAS homepage here. This Scheme uses Adjudication. Adjudication is a procedure for resolving disputes without resorting to lengthy and expensive court procedure. Download our Guide to Adjudication below. 

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.

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.

A professional, legally trained 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.

Please note that if the adjudicator directs the communications provider to pay you a sum of money, the communications provider may choose to apply this money to your existing account in the form of a credit.

The maximum sum which an adjudicator may award you is £10,000.00. This sum includes compensation, refunds, credits and waivers.

Yes, the operation of CISAS is overseen by Ofcom, the government-appointed Competent Authority and regulator of the communications industry in the UK.

The adjudicator will consider the following:

  • The information you provide in your application along with any supporting evidence you submit;
  • The evidence submitted by the company in response to your claim;
  • All relevant law and any relevant terms and conditions;
  • What is most fair and reasonable in the circumstances.

A legally-trained CISAS Adjudicator who will have no direct contact with you or your communications provider to ensure full independence and impartiality.

No, the appointed adjudicator will have no direct contact with you or the company to ensure full independence and impartiality.

No, referring a dispute to CISAS does not remove your duty to pay the company any bills that are not part of your dispute.

No, you must pay for any costs in preparing and submitting your case to CISAS. This includes any third party costs.

To view the latest Customer Satisfaction figures please go here

If you want to complain about CEDR please read our Complaints Procedure. Once you have read the Complaints Procedure and you want to submit your complaint, please use our online Complaints Form here or download and complete the Adobe form using the link below.  Please note that adjudicator decisions are out of scope and are unable to reviewed or appealed.  Also, if a customer or subscribing company wish to bring a complaint about CEDR, they must pay their own costs of preparing the complaint.

Please note that if you require a reasonable adjustment, a member of the team can take your complaint over the phone. If you are unable to access the PDF or web form, please contact the team and request that the Complaints Form be sent in another format.

Complaints Procedure

Complaint Form

Independent Reviewer's Terms of Reference

Yes, you are able to withdraw your case at any point and take the matter to another forum. However, once an adjudicator’s final decision is issued, you are only able to accept or reject the decision.

The Centre for Effective Dispute Resolution (CEDR) is registered under the Data Protection Act 2018. CEDR is covered under the General Data Protection Regulation (GDPR). 

Under current data protection laws, you're entitled to ask us for a copy of all the personal data we hold about you. This is known as a subject access request. A subject access request doesn't give you the right to access specific documents or an entire file. Instead, it entitles you to your 'personal data' in a clear and permanent form, as well as other supplementary information.

When you make a subject access request, please let us know exactly what information you're looking for to ensure we provide you with the relevant information. This request can be made in writing or verbally.

Please note that we have 30 days to comply with your request. 

Please note that all inbound and outbound calls are recorded for quality and training purposes. If you do not want your call recorded, please advise the call handler immediately and alternative methods of contact will be arranged.

We wish to also advise you that we only retain calls for a 12 month period. Any requests for calls after that date are no longer accessible.

When it comes to the evidence, you will need to provide things like:

  • Dates you first  became aware of the issue or issues  
  • Confirmation of the date that you first raised the issue with the company
  • Any copies of correspondence between you and the company. This can include emails, letters, webchat and SMS.
  • Any details of telephone calls you have had with the company. This can include, the names, dates and time of the people you spoke to
  • Any other relevant information that you consider will assist in your complaint.

Please note that it is the customer’s responsibility to provide as much information as possible to assist with their claim. Please note that if you are waiting on information from the company, to hold off registering a complaint until you have received that information. If you have only had verbal discussions with the company, please ensure a summary of those calls is provided with your application.

No, you are not able to accept the outcome but dispute the amount awarded under any circumstances. You can of course reject the decision and take the matter to another forum.

Where the adjudicator decides in your favour and you accept the decision, 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.

No, if the company wishes to settle your dispute by offering to resolve the matter in part, you are not able to attach any conditions to the offer. You are free to accept or reject the offer as it appears.  CISAS does not negotiate on your behalf or get involved in the settlement process.

Auto-Comp payments

If your service provider has agreed to take part in the Scheme, the updated amounts from 1 April 2022 are applicable.


A landline or broadband customer would be entitled to compensation if…

Amount of compensation

Delayed repair following loss of service

Their service has stopped working and it is not fully fixed after two full working days.

£8.40 for each calendar day that the service is not repaired

Missed appointments

An engineer does not turn up for a scheduled appointment, or it is cancelled with less than 24 hours’ notice.

£26.24 per missed appointment

Delays with the start of a new service

Their provider promises to start a new service on a particular date, but fails to do so.

£5.25 for each calendar day of delay, including the missed start date.

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