The following graphs show the Case Outcomes and Case Category data for Broadband, Landline and Mobile from major telecommunications providers.
Please note: The Case Outcome and Case Category data below covers companies that are signed up to both CISAS and Ombudsman Services: Communication. This information is based on customer data when registering a case.
Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.
Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.
Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.
Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.
Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.
Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.
Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.
Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.
Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.
Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.
Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.
Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.
Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.
Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.
Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.
Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.
Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.
Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.
Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.
Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.
Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.
| Provider | Billing | Contract Issues | Customer Service | Service quality | Equipment | Mis-selling | Security | Other |
|---|---|---|---|---|---|---|---|---|
| Sky | 18% | 15% | 20% | 27% | 8% | 11% | 1% | 0% |
| TalkTalk | 23% | 31% | 18% | 17% | 3% | 8% | 0 | 0% |
| Virgin Media | 25% | 23% | 17% | 22% | 3% | 9% | 1% | 0% |
| BT | 7% | 7% | 14% | 43% | 24% | 5% | 0% | 0% |
| EE | 9% | 19% | 7% | 40% | 14% | 9% | 2% | 0% |
| Plusnet | 17% | 7% | 21% | 28% | 24% | 3% | 0% | 0% |
| Post Office | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% |
| Shell Energy | 26% | 18% | 14% | 35% | 0% | 7% | 0% | 0% |
| Three | 20% | 19% | 6% | 37% | 7% | 9% | 2% | 0% |
| Vodafone | 23% | 19% | 16% | 27% | 6% | 8% | 1% | 0% |
| Provider | Billing | Contract Issues | Customer Service | Service quality | Equipment | Mis-selling | Security | Other |
|---|---|---|---|---|---|---|---|---|
| Sky | 20% | 16% | 22% | 24% | 6% | 11% | 1% | 0% |
| TalkTalk | 18% | 37% | 13% | 20% | 6% | 6% | 0% | 0% |
| Virgin Media | 23% | 27% | 20% | 16% | 3% | 10% | 1% | 0% |
| BT | 12% | 11% | 14% | 36% | 22% | 5% | 0% | 0% |
| EE | 38% | 8% | 16% | 38% | 0% | 0% | 0% | 0% |
| Plusnet | 11% | 19% | 15% | 26% | 22% | 7% | 0% | 0% |
| Post Office | 33% | 0% | 67% | 0% | 0% | 0% | 0% | 0% |
| Shell Energy | 27% | 15% | 25% | 27% | 4% | 2% | 0% | 0% |
| Three | 0% | 0% | 0% | 0% | 0% | 0% | 0% | 0% |
| Vodafone | 19% | 29% | 16% | 14% | 10% | 10% | 2% | 0% |
| Provider | Billing | Contract Issues | Customer Service | Service quality | Equipment | Mis-selling | Security | Other |
|---|---|---|---|---|---|---|---|---|
| Vodafone | 30% | 25% | 11% | 14% | 10% | 9% | 1% | 0% |
| TalkTalk | 33% | 33% | 0% | 0% | 0% | 33% | 0% | 0% |
| Virgin Media | 26% | 21% | 15% | 13% | 5% | 15% | 5% | 0% |
| BT | 15% | 0% | 31% | 15% | 0% | 39% | 0% | 0% |
| EE | 31% | 12% | 15% | 18% | 8% | 8% | 8% | 0% |
| O2 | 20% | 11% | 17% | 38% | 3% | 6% | 5% | 0% |
| Plusnet | 40% | 0% | 0% | 40% | 0% | 20% | 0% | 0% |
| Three | 34% | 20% | 15% | 13% | 2% | 11% | 5% | 0% |
Please find below the ADR Entity reports for the CISAS scheme.
These include Annual reports and Biennial reports.
ADR Entity Reporting AR 2021-22
ADR Entity Reporting AR 2020-21
ADR Entity Reporting AR 2019-20
ADR Entity Reporting AR 2018-19
ADR Entity Reporting AR 2017-18
The Independent Reviewer is not based at CEDR, nor are they part of that organisation. There are two aspects to the Independent Reviewer’s role.
CISAS Interim Review Jan - Jun 2021
CISAS Interim Review Jan - Jun 2020
Throughout the year we publish reports on a quarterly basis showing our performance against Key Performance Indicators (KPIs) which have been agreed between CISAS and Ofcom.
| Performance Indicator | Target | Q1 | Q2 | Q3 | Q4 |
|---|---|---|---|---|---|
| More than 80% of calls to be answered in less than two minutes. | >80% | 98% | 99% | 99% | 99% |
| More than 90% of calls to be answered in less than five minutes. | >90% | 100% | 100% | 100% | 100% |
| Percentage of written correspondence to be replied to within ten days. | 100% | 100% | 100% | 100% | 100% |
| More than 90% of case decisions to be issued within six weeks of the case being accepted. | >90% | 94% | 96% | 95% | 95% |
| Less than 1% of case decisions to be issued later than eight weeks after the case has been accepted. | <1% | 0.85% | 0.94% | 0.80% | 0.92% |
| Performance Indicator | Target | Q1 | Q2 | Q3 | Q4 |
|---|---|---|---|---|---|
| More than 80% of calls to be answered in less than two minutes. | >80% | 97% | 95% | 98% | 98% |
| More than 90% of calls to be answered in less than five minutes. | <10% | 0% | 0% | 0% | 0% |
| Percentage of written correspondence to be replied to within ten days. | 100% | 100% | 100% | 100% | 100% |
| More than 90% of case decisions to be issued within six weeks of the case being accepted. | >90% | 92.7% | 94% | 91% | 90.3% |
| Less than 1% of case decisions to be issued later than eight weeks after the case has been accepted. | <1% | 0.99% | 0.9% | 0.97% | 0.99% |
| Performance Indicator | Target | Q1 | Q2 | Q3 | Q4 |
|---|---|---|---|---|---|
| More than 80% of calls to be answered in less than two minutes. | >80% | 97% | 94% | 96% | 96.6% |
| More than 90% of calls to be answered in less than five minutes. | <10% | 0% | 0% | 0% | 0% |
| Percentage of written correspondence to be replied to within ten days. | 100% | 100% | 100% | 100% | 100% |
| More than 90% of case decisions to be issued within six weeks of the case being accepted. | >90% | 97% | 95% | 90.6% | 92.35% |
| Less than 1% of case decisions to be issued later than eight weeks after the case has been accepted. | <1% | 0.5% | 0.78% | 0.96% | 0.98% |
The data below is taken from our CEDR Customer Satisfaction Survey for Consumer Adjudication and Arbitration, specifically in relation to our CISAS Scheme. These figures are updated monthly.
To view the survey results please click here
