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.

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.

If you want to complain about CEDR please read our Complaints Procedure document. Once you have read the Complaints Procedure and you want to submit your complaint, please use our Complaints Form, which you can download below. 

Complaints Procedure

Complaint Form

Independent Reviewers Terms of Reference

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