CISAS Complaints Data

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.

CISAS Case Category data

The following table shows Mobile, Landline and Broadband Case Category data 
for all major telecommunications providers.

2022 Q1 Case Category data - Broadband

Provider Billing Contract Issues Customer Service Service quality Equipment Mis-selling Security Other
Sky 19% 13% 21% 28% 5% 10% 3% 0%
TalkTalk 20% 16% 23% 27% 3% 11% 0% 0%
Virgin Media 24% 20% 16% 24% 4% 10% 1% 0%
BT 12% 14% 9% 40% 16% 6% 2% 1%
EE 10% 10% 13% 36% 15% 13% 0% 3%
Plusnet 15% 15% 13% 54% 0% 2% 0% 2%
Vodafone 22% 29% 20% 18% 3% 7% 0% 0%

2022 Q1 Case Category data - Landline

Provider Billing Contract Issues Customer Service Service quality Equipment Mis-selling Security Other
Sky 27% 11% 20% 24% 3% 9% 6% 0%
TalkTalk 21% 17% 29% 20% 3% 11% 0% 0%
Virgin Media 26% 23% 18% 19% 3% 9% 0% 0%
BT 14% 9% 11% 40% 13% 8% 1% 3%
EE 0% 25% 13% 38% 13% 13% 0% 0%
Plusnet 21% 28% 18% 18% 3% 5% 3% 5%
Post Office 33% 0% 0% 67% 0% 0% 0% 0%
Vodafone 15% 31% 26% 13% 8% 8% 0% 0%

2022 Q1 Case Category data - Mobile

Provider Billing Contract Issues Customer Service Service quality Equipment Mis-selling Security Other
Vodafone 30% 22% 11% 17% 9% 11% 0% 0%
TalkTalk 50% 0% 0% 25% 0% 25% 0% 0%
Virgin Media 25% 20% 13% 17% 5% 19% 1% 0%
BT 18% 27% 18% 36% 0% 0% 0% 0%
EE 33% 12% 12% 17% 7% 12% 6% 1%
O2 27% 9% 16% 26% 4% 9% 9% 1%
Tesco 12% 10% 28% 22% 4% 6% 16% 2%
Three 33% 16% 13% 16% 4% 13% 5% 1%

Broadband

 

Landline

Mobile

 

 

Broadband

Landline

Mobile

 

 

Broadband

Landline

Mobile

Broadband

Landline

Mobile

 

ADR Entity & Independent Reviewer Reports

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.

  • They can consider individual complaints about certain aspects of the level of service provided by CISAS.
  • They conduct overall reviews of service complaints and produce an interim and an annual report which will be published on this page.

CISAS Review Jan - June 2022

CISAS Interim Review Jan - Jun 2021

CISAS Review for 2021

CISAS Review for 2020

CISAS Interim Review Jan - Jun 2020

CISAS Review 2019

CISAS Interim Review Jan - June 2019 

CISAS Review for 2018

CISAS Interim Review 2018 

Key Performance Indicators

Performance Reports

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.

2022

Performance Indicator Target Q1 Q2 Q3
More than 80% of calls to be answered in less than two minutes. >80% 98% 99% 99%
More than 90% of calls to be answered in less than five minutes. >90% 100% 100% 100%
Percentage of written correspondence to be replied to within ten days. 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%
Less than 1% of case decisions to be issued later than eight weeks after the case has been accepted. <1% 0.85% 0.94% 0.8%

2021

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%

2020

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%

CEDR Customer Satisfaction Survey for Consumer Adjudication and Arbitration

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

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