Make a complaint

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 do I need to submit my claim?

It is your responsibility to provide as much information/evidence as possible. You should submit a case when you have all your information and evidence ready.

Things 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 should also be included as part of your claim
  • The details of the dispute, including the dates you contacted the company
  • 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 documents you may want to include, such as bills, contracts, 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. Our systems will not be able to read any other file types, so please be aware when sending or uploading information.

Important Notice: The online case management system will log you out after 30 minutes of inactivity.

Also, please note that if the company 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

Skip to main content