Submit a Complaint About a Telecommunications Provider

Important Notice

Please note that from 1 July 2024 CISAS will be accepting eligible Shell Energy Broadband complaints. These complaints are for accounts that have not yet been migrated to TalkTalk. Please select TalkTalk as the company you are in dispute with, even if your account is still with Shell Energy Broadband.

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 here)
You are based in the United Kingdom and not the Republic of Ireland

What information can I submit with my claim?

You are able to provide as much information/evidence as you wish when making an application to CISAS. You should register a case when you have all your information and evidence ready.

Information you may wish to include:

Date you first raised your complaint with the company.

Whether you have received a deadlock/ADR letter and, if so, the date issued. A copy of this could also be included as part of your claim, if available.

The details of the dispute, including the dates you contacted the company. You can provide a summary of the telephone calls you have had with the company. This can include, the names, dates and time of the people you spoke to.

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 here).

Any relevant documents, such as bills, contracts, bank statements, correspondence with the company (including evidence of complaint), media (audio/video), photographs, receipts, etc.

Permitted file types include docx, doc, pdf, png, jpg, jpeg, .msg with a file limit of 40mb (for our online case management system). Our systems will not be able to read any other file types, so please be aware when sending or uploading information. If emailing us information, please note our file limit of 10 mb.

Also, if the company you are in dispute with agrees to settle your complaint or an adjudicator awards you an amount, that this will be applied as a credit to your existing account. If you are no longer with the company you are complaining about, you will be able to ask for a direct payment.

If you have any questions in relation to the application or process, please email the team at cisas@cedr.com.

Important Notice: Please be aware that online case management system will log you out after 30 minutes of inactivity.

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Make a complaint

As a first step, you need to complain to the business directly to allow them the opportunity to resolve the dispute. If they are unable to resolve your dispute within 8 weeks, or the business confirms that the dispute has reached deadlock, you can then apply to use this service.

Unfortunately, the CISAS scheme can only accept applications where more than 8 weeks have passed since you first raised your complaint with the business. Once 8 weeks has passed, or the business confirms that the dispute has reached deadlock, you can then apply to use this service.

Unfortunately, the CISAS scheme cannot accept cases where the dispute relates to fraud, discrimination, or data protection issues. You may wish to seek independent legal advice on how you can take your complaint forward.

Unfortunately, the CISAS scheme cannot accept cases where the dispute is the subject of ongoing court action. You may wish to seek independent legal advice on how you can take your complaint forward.

Thank you

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