Reports

CISAS Case Outcome Data

The Case Outcome data covers companies that are signed up to both CISAS and the Communications Ombudsman. This information is based on customer data when registering a case and outcome data.
Broadband Provider Settled Not upheld Upheld
Sky 47% 23% 30%
TalkTalk 81% 2% 17%
Vodafone 69% 7% 24%
BT 5% 37% 58%
EE 9% 35% 57%
Plusnet 10% 24% 66%
Shell Energy 47% 6% 47%
Tesco 0% 0% 100%
Three 62% 4% 34%
Virgin Media 22% 17% 61%
Landline Provider Settled Not upheld Upheld
Sky 45% 26% 29%
TalkTalk 81% 5% 14%
Vodafone 60% 5% 36%
BT 3% 31% 66%
EE 14% 24% 62%
Plusnet 0% 32% 68%
Shell Energy 9% 14% 77%
Three 0% 0% 100%
Virgin Media 22% 17% 61%
Mobile Provider Settled Not upheld Upheld
Sky 24% 40% 36%
TalkTalk 100% 0% 0%
Vodafone 47% 19% 34%
BT 17% 17% 67%
EE 5% 54% 41%
O2 22% 5% 74%
Plusnet 0% 0% 100%
Tesco 18% 7% 75%
Three 35% 15% 50%
Virgin Media 22% 11% 67%
Broadband Provider Settled Not upheld Upheld
Sky 50% 20% 30%
TalkTalk 86% 2% 12%
Vodafone 60% 4% 36%
BT 5% 37% 58%
EE 11% 40% 49%
Plusnet 4% 25% 71%
Shell Energy 33% 0% 67%
Three 33% 5% 61%
Virgin Media 32% 17% 50%
Landline Provider Settled Not upheld Upheld
Sky 45% 17% 38%
TalkTalk 88% 2% 10%
Vodafone 45% 5% 50%
EE 0% 35% 65%
Plusnet 0% 27% 73%
Shell Energy 32% 0% 68%
Virgin Media 30% 16% 54%
Mobile Provider Settled Not upheld Upheld
Sky 29% 46% 25%
TalkTalk 75% 0% 25%
Vodafone 48% 11% 41%
BT 6% 19% 75%
EE 4% 52% 44%
O2 17% 7% 76%
Plusnet 13% 38% 50%
Tesco 20% 11% 69%
Three 23% 18% 59%
Virgin Media 26% 35% 39%
Broadband Provider Settled Not upheld Upheld
Sky 37% 29% 35%
TalkTalk 82% 1% 17%
Vodafone 49% 10% 41%
BT 5% 37% 58%
EE 5% 48% 48%
Plusnet 11% 36% 53%
Shell Energy 38% 0% 62%
Tesco 0% 0% 100%
Three 60% 12% 28%
Virgin Media 37% 12% 51%
Landline Provider Settled Not upheld Upheld
Sky 30% 35% 35%
TalkTalk 79% 1% 20%
Vodafone 44% 10% 46%
BT 6% 34% 60%
EE 0% 44% 56%
Plusnet 4% 33% 63%
Shell Energy 19% 3% 78%
Tesco 0% 100% 0%
Virgin Media 34% 12% 54%
Mobile Provider Settled Not upheld Upheld
Sky 33% 40% 27%
TalkTalk 50% 0% 50%
Vodafone 38% 23% 38%
BT 0% 36% 64%
EE 4% 49% 48%
O2 24% 12% 64%
Plusnet 0% 0% 100%
Tesco 21% 6% 73%
Three 27% 26% 47%
Virgin Media 25% 19% 56%
Broadband Provider Settled Not upheld Upheld
Sky 39% 24% 37%
TalkTalk 74% 1% 25%
Vodafone 39% 16% 45%
BT 6% 33% 61%
EE 12% 43% 45%
Plusnet 12% 27% 61%
Shell Energy 68% 4% 29%
Three 59% 14% 27%
Virgin Media 35% 10% 55%
Landline Provider Settled Not upheld Upheld
Sky 36% 23% 41%
TalkTalk 73% 0% 27%
Vodafone 28% 11% 61%
BT 6% 23% 71%
EE 15% 38% 46%
Plusnet 5% 38% 58%
Shell Energy 25% 3% 73%
Virgin Media 26% 10% 64%
Mobile Provider Settled Not upheld Upheld
Sky 23% 39% 38%
TalkTalk 0% 0% 100%
Vodafone 30% 25% 46%
BT 7% 27% 67%
EE 4% 51% 45%
O2 22% 21% 57%
Plusnet 9% 18% 73%
Tesco 19% 8% 73%
Three 24% 28% 48%
Virgin Media 16% 2% 81%
Broadband Provider Settled Not upheld Upheld
Sky 44% 21% 35%
TalkTalk 80% 2% 18%
Vodafone 34% 15% 51%
BT 4% 29% 66%
EE 7% 29% 64%
Plusnet 11% 22% 67%
Shell Energy 28% 13% 60%
Tesco 0% 0% 100%
Three 40% 4% 56%
Virgin Media 51% 9% 40%
Landline Provider Settled Not upheld Upheld
Sky 52% 17% 31%
TalkTalk 73% 1% 26%
Vodafone 35% 12% 53%
BT 5% 27% 68%
EE 13% 47% 40%
Plusnet 2% 12% 85%
Post Office 0% 0% 100%
Shell Energy 10% 2% 88%
Virgin Media 45% 10% 45%
Mobile Provider Settled Not upheld Upheld
Sky 29% 37% 35%
TalkTalk 75% 0% 25%
Vodafone 32% 29% 39%
BT 0% 33% 67%
EE 5% 46% 49%
O2 16% 21% 63%
Plusnet 20% 0% 80%
Tesco 27% 6% 67%
Three 29% 21% 50%
Virgin Media 5% 27% 68%
Broadband Provider Settled Not upheld Upheld
Sky 48% 18% 34%
TalkTalk 68% 4% 28%
Vodafone 36% 11% 53%
BT 3% 29% 68%
EE 4% 21% 75%
Plusnet 19% 19% 62%
Shell Energy 37% 8% 55%
Three 51% 16% 33%
Virgin Media 13% 21% 66%
Landline Provider Settled Not upheld Upheld
Sky 41% 18% 41%
TalkTalk 63% 4% 33%
Vodafone 33% 9% 58%
BT 3% 22% 75%
EE 0% 24% 76%
Plusnet 3% 16% 81%
Shell Energy 15% 3% 82%
Virgin Media 15% 16% 69%
Mobile Provider Settled Not upheld Upheld
Sky 27% 35% 38%
TalkTalk 33% 33% 33%
Vodafone 26% 23% 51%
BT 0% 38% 62%
EE 5% 46% 49%
O2 12% 15% 73%
Plusnet 13% 12% 75%
Tesco 33% 9% 58%
Three 30% 25% 45%
Virgin Media 12% 28% 61%
Broadband Provider Settled Not upheld Upheld
Sky 45% 22% 33%
TalkTalk 73% 5% 22%
Vodafone 37% 17% 46%
BT 5% 29% 66%
EE 3% 35% 62%
Plusnet 10% 27% 63%
Post Office 0% 50% 50%
Shell Energy 17% 5% 77%
Virgin Media 24% 17% 59%
Landline Provider Settled Not upheld Upheld
Sky 43% 22% 35%
TalkTalk 78% 4% 18%
Vodafone 37% 11% 51%
BT 6% 24% 70%
EE 0% 38% 63%
Plusnet 4% 20% 76%
Post Office 0% 0% 100%
Shell Energy 16% 4% 80%
Virgin Media 25% 16% 59%
Mobile Provider Settled Not upheld Upheld
Sky 32% 33% 35%
TalkTalk 100% 0% 0%
Vodafone 32% 27% 41%
BT 13% 47% 40%
EE 4% 41% 55%
O2 10% 23% 67%
Plusnet 8% 25% 67%
Tesco 22% 27% 51%
Three 38% 15% 47%
Virgin Media 19% 16% 65%
Broadband Provider Settled Not upheld Upheld
Sky 52% 23% 25%
TalkTalk 60% 7% 33%
Vodafone 35% 16% 48%
BT 7% 25% 68%
EE 6% 29% 66%
Plusnet 8% 27% 65%
Post Office 13% 13% 75%
Virgin Media 39% 14% 46%
Landline Provider Settled Not upheld Upheld
Sky 56% 15% 29%
TalkTalk 58% 8% 35%
Vodafone 37% 11% 51%
BT 7% 20% 73%
EE 0% 33% 67%
Plusnet 3% 12% 85%
Post Office 11% 0% 89%
Virgin Media 40% 16% 44%
Mobile Provider Settled Not upheld Upheld
TalkTalk 50% 0% 50%
Vodafone 32% 23% 45%
BT 0% 23% 77%
EE 2% 29% 70%
O2 13% 20% 66%
Tesco 16% 16% 67%
Three 30% 19% 51%
Virgin Media 25% 25% 50%

CISAS Case Category Data

Mobile, Landline and Broadband Case Category data for all major telecommunications providers.
Broadband Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
Sky 27% 14% 13% 29% 5% 11% 1% 0%
TalkTalk 26% 21% 13% 23% 8% 8% 0% 0%
Vodafone 21% 19% 19% 24% 6% 10% 0% 0%
BT 13% 13% 12% 35% 20% 5% 2% 0%
EE 10% 18% 12% 35% 13% 10% 2% 0%
Plusnet 16% 12% 14% 30% 28% 0% 0% 0%
Shell Energy 17% 10% 7% 50% 12% 2% 2% 0%
Three 39% 17% 6% 25% 4% 6% 1% 0%
Virgin Media 25% 14% 15% 27% 11% 5% 2% 0%
Landline Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
Sky 30% 12% 16% 24% 4% 13% 1% 0%
TalkTalk 19% 21% 18% 22% 10% 10% 0% 0%
Vodafone 7% 23% 23% 25% 12% 10% 0% 0%
BT 16% 10% 13% 36% 17% 5% 3% 0%
EE 7% 17% 13% 37% 10% 13% 3% 0%
Plusnet 23% 12% 23% 23% 4% 15% 0% 0%
Shell Energy 26% 0% 4% 52% 13% 4% 0% 0%
Three 0% 0% 100% 0% 0% 0% 0% 0%
Virgin Media 34% 15% 18% 22% 4% 6% 1% 0%
Mobile Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
Sky 21% 22% 16% 11% 19% 11% 1% 0%
TalkTalk 100% 0% 0% 0% 0% 0% 0% 0%
Vodafone 38% 22% 6% 16% 8% 5% 4% 0%
BT 42% 13% 8% 21% 8% 0% 8% 0%
EE 35% 11% 15% 17% 6% 9% 7% 0%
O2 23% 11% 23% 19% 3% 6% 14% 0%
Plusnet 100% 0% 0% 0% 0% 0% 0% 0%
Tesco 14% 7% 21% 47% 4% 0% 7% 0%
Three 35% 13% 16% 21% 2% 6% 7% 0%
Virgin Media 33% 6% 22% 17% 0% 11% 11% 0%
Broadband Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
Sky 23% 18% 18% 23% 8% 9% 1% 0%
TalkTalk 24% 27% 18% 22% 2% 6% 1% 0%
Vodafone 20% 31% 16% 13% 3% 14% 3% 0%
BT 14% 10% 11% 37% 18% 9% 0% 0%
EE 11% 22% 11% 37% 13% 5% 2% 0%
Plusnet 9% 20% 15% 42% 11% 4% 0% 0%
Shell Energy 13% 3% 7% 47% 10% 20% 0% 0%
Three 22% 23% 14% 23% 10% 6% 1% 0%
Virgin Media 27% 12% 15% 32% 8% 6% 1% 0%
Landline Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
Sky 26% 22% 14% 18% 6% 15% 0% 0%
TalkTalk 25% 28% 21% 22% 1% 3% 0% 0%
Vodafone 17% 31% 17% 12% 5% 12% 5% 0%
BT 15% 10% 12% 38% 15% 9% 2% 0%
EE 11% 5% 11% 58% 0% 16% 0% 0%
Plusnet 8% 28% 20% 28% 4% 8% 4% 0%
Shell Energy 26% 11% 11% 37% 11% 5% 0% 0%
Virgin Media 31% 15% 16% 27% 5% 6% 0% 0%
Mobile Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
TalkTalk 50% 25% 0% 25% 0% 0% 0% 0%
Vodafone 33% 22% 10% 13% 6% 14% 2% 0%
BT 23% 31% 8% 31% 0% 8% 0% 0%
EE 30% 11% 16% 21% 7% 10% 6% 0%
O2 25% 12% 20% 22% 3% 4% 15% 0%
Plusnet 80% 0% 20% 0% 0% 0% 0% 0%
Tesco 10% 5% 17% 45% 11% 7% 5% 0%
Three 37% 13% 16% 17% 3% 7% 7% 0%
Virgin Media 21% 37% 11% 26% 0% 0% 5% 0%
Broadband Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
Sky 23% 13% 18% 25% 9% 10% 1% 0%
TalkTalk 22% 29% 19% 21% 2% 6% 0% 0%
Vodafone 15% 27% 16% 26% 4% 11% 0% 0%
BT 17% 11% 12% 28% 25% 6% 0% 3%
EE 13% 20% 9% 38% 14% 5% 2% 0%
Plusnet 19% 19% 10% 29% 19% 2% 2% 0%
Shell Energy 25% 17% 17% 17% 8% 14% 3% 0%
Tesco 0% 0% 0% 100% 0% 0% 0% 0%
Three 26% 31% 12% 21% 4% 5% 1% 0%
Virgin Media 24% 14% 12% 35% 10% 6% 1% 0%
Landline Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
Sky 27% 16% 19% 19% 11% 7% 1% 0%
TalkTalk 22% 28% 20% 23% 1% 7% 0% 0%
Vodafone 16% 19% 27% 24% 4% 10% 0% 0%
BT 15% 10% 20% 31% 18% 5% 1% 0%
EE 24% 6% 24% 24% 18% 0% 6% 0%
Plusnet 18% 27% 14% 18% 20% 2% 0% 0%
Shell Energy 35% 9% 9% 39% 0% 0% 9% 0%
Virgin Media 32% 16% 16% 25% 6% 4% 1% 0%
Mobile Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
TalkTalk 33% 50% 17% 0% 0% 0% 0% 0%
Vodafone 33% 19% 10% 15% 11% 11% 1% 0%
BT 26% 13% 22% 17% 0% 13% 9% 0%
EE 32% 13% 14% 18% 8% 7% 8% 0%
O2 23% 11% 19% 28% 3% 5% 12% 0%
Plusnet 27% 27% 9% 27% 0% 0% 9% 0%
Tesco 14% 6% 14% 51% 8% 2% 5% 0%
Three 31% 17% 17% 18% 2% 8% 7% 0%
Virgin Media 39% 6% 36% 11% 3% 0% 6% 0%
Broadband Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
Sky 20% 24% 15% 24% 5% 11% 1% 0%
TalkTalk 21% 29% 11% 29% 2% 7% 0% 0%
Vodafone 14% 24% 17% 25% 7% 12% 0% 0%
BT 17% 14% 14% 26% 19% 5% 1% 3%
EE 32% 18% 18% 9% 14% 5% 5% 0%
Plusnet 12% 30% 19% 21% 14% 2% 0% 2%
Shell Energy 41% 13% 13% 31% 3% 0% 0% 0%
Virgin Media 31% 14% 15% 25% 6% 7% 0% 1%
Landline Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
Sky 19% 25% 18% 20% 4% 14% 0% 0%
TalkTalk 15% 33% 7% 31% 4% 10% 0% 0%
Vodafone 9% 25% 21% 29% 4% 11% 1% 0%
BT 17% 14% 14% 26% 19% 5% 1% 3%
EE 32% 18% 18% 9% 14% 5% 5% 0%
Plusnet 12% 30% 19% 21% 14% 2% 0% 2%
Shell Energy 41% 13% 13% 31% 3% 0% 0% 0%
Virgin Media 31% 14% 15% 25% 6% 7% 0% 1%
Mobile Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
TalkTalk 0% 100% 0% 0% 0% 0% 0% 0%
Vodafone 30% 22% 10% 12% 14% 11% 1% 0%
BT 46% 0% 8% 8% 0% 23% 15% 0%
EE 32% 13% 16% 14% 5% 11% 6% 2%
O2 25% 9% 17% 31% 3% 5% 9% 1%
Plusnet 20% 7% 13% 53% 0% 0% 7% 0%
Tesco 8% 9% 16% 52% 6% 3% 4% 2%
Three 36% 17% 15% 15% 1% 7% 7% 2%
Virgin Media 33% 6% 28% 11% 0% 11% 6% 6%
Broadband Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
Sky 21% 11% 21% 30% 6% 11% 0% 0%
TalkTalk 18% 28% 21% 20% 5% 7% 1% 0%
Vodafone 17% 19% 18% 28% 6% 10% 1% 0%
BT 13% 7% 11% 30% 32% 6% 1% 1%
EE 11% 21% 10% 27% 19% 11% 0% 0%
Plusnet 10% 14% 12% 29% 31% 4% 0% 0%
Post Office 0% 100% 0% 0% 0% 0% 0% 0%
Shell Energy 30% 20% 11% 30% 4% 4% 0% 0%
Three 22% 16% 24% 27% 0% 9% 2% 0%
Virgin Media 26% 12% 11% 34% 12% 5% 1% 0%
Landline Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
Sky 29% 9% 14% 32% 6% 9% 0% 0%
TalkTalk 17% 24% 26% 24% 6% 4% 0% 0%
Vodafone 11% 26% 16% 26% 0% 19% 2% 0%
BT 15% 12% 13% 28% 24% 6% 1% 2%
EE 20% 20% 20% 7% 13% 7% 7% 7%
Plusnet 20% 13% 15% 33% 17% 0% 0% 2%
Post Office 0% 0% 100% 0% 0% 0% 0% 0%
Shell Energy 40% 10% 6% 35% 10% 0% 0% 0%
Virgin Media 28% 17% 14% 25% 9% 6% 1% 1%
Mobile Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
TalkTalk 25% 0% 0% 50% 25% 0% 0% 0%
Vodafone 23% 26% 11% 15% 14% 9% 2% 0%
BT 63% 0% 13% 0% 0% 25% 0% 0%
EE 28% 12% 15% 16% 10% 10% 8% 2%
O2 22% 9% 16% 38% 5% 5% 5% 1%
Plusnet 44% 22% 11% 11% 0% 11% 0% 0%
Tesco 12% 12% 12% 49% 5% 4% 4% 1%
Three 36% 18% 11% 11% 3% 12% 8% 1%
Virgin Media 28% 12% 4% 12% 4% 16% 24% 0%
Broadband 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%
Vodafone 23% 19% 16% 27% 6% 8% 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%
Virgin Media 25% 23% 17% 22% 3% 9% 1% 0%
Landline 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%
Vodafone 19% 29% 16% 14% 10% 10% 2% 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%
Virgin Media 23% 27% 20% 16% 3% 10% 1% 0%
Mobile Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
TalkTalk 33% 33% 0% 0% 0% 33% 0% 0%
Vodafone 30% 25% 11% 14% 10% 9% 1% 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%
Virgin Media 26% 21% 15% 13% 5% 15% 5% 0%
Broadband Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
Sky 24% 19% 17% 25% 7% 8% 0% 0%
TalkTalk 19% 24% 22% 21% 2% 11% 1% 0%
Vodafone 30% 17% 15% 28% 2% 8% 0% 0%
BT 8% 12% 10% 41% 22% 5% 0% 3%
EE 8% 12% 14% 49% 14% 2% 0% 0%
Plusnet 19% 21% 14% 19% 17% 10% 0% 0%
Post Office 0% 50% 0% 50% 0% 0% 0% 0%
Shell Energy 32% 11% 24% 27% 3% 2% 2% 0%
Three 27% 22% 10% 29% 7% 5% 0% 0%
Virgin Media 28% 23% 16% 18% 3% 11% 1% 0%
Landline Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
Sky 31% 19% 18% 20% 6% 6% 0% 0%
TalkTalk 17% 27% 24% 18% 3% 10% 1% 0%
Vodafone 31% 26% 20% 17% 3% 3% 0% 0%
BT 17% 11% 10% 39% 15% 5% 1% 2%
EE 10% 10% 0% 20% 30% 30% 0% 0%
Plusnet 23% 20% 17% 27% 7% 3% 0% 3%
Post Office 50% 0% 0% 50% 0% 0% 0% 0%
Shell Energy 33% 8% 23% 36% 0% 0% 0% 0%
Three 0% 0% 0% 100% 0% 0% 0% 0%
Virgin Media 29% 29% 16% 12% 3% 11% 0% 0%
Mobile Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
TalkTalk 50% 0% 50% 0% 0% 0% 0% 0%
Vodafone 30% 21% 8% 20% 8% 11% 2% 0%
BT 21% 14% 14% 21% 14% 7% 7% 0%
EE 29% 11% 15% 20% 8% 10% 6% 1%
O2 25% 9% 19% 31% 4% 3% 9% 0%
Plusnet 27% 27% 9% 27% 0% 9% 0% 0%
Three 32% 16% 12% 17% 2% 13% 7% 2%
Virgin Media 24% 23% 14% 12% 8% 19% 0% 0%
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%
Vodafone 22% 29% 20% 18% 3% 7% 0% 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%
Virgin Media 24% 20% 16% 24% 4% 10% 1% 0%
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%
Vodafone 15% 31% 26% 13% 8% 8% 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%
Virgin Media 26% 23% 18% 19% 3% 9% 0% 0%
Mobile Provider Billing Contract Issues Customer Service Service Quality Equipment Mis-selling Security Other
TalkTalk 50% 0% 0% 25% 0% 25% 0% 0%
Vodafone 30% 22% 11% 17% 9% 11% 0% 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%
Virgin Media 25% 20% 13% 17% 5% 19% 1% 0%

Key Performance Indicators

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
More than 80% of calls to be answered in less than two minutes. >80% 99%
More than 90% of calls to be answered in less than five minutes. >90% 100%
Percentage of written correspondence to be replied to within ten days. 100% 100%
More than 90% of case decisions to be issued within six weeks of the case being accepted. >90% 99%
Less than 1% of case decisions to be issued later than eight weeks after the case has been accepted. <1% 0.2%
Performance Indicator Target Q1 Q2 Q3 Q4
More than 80% of calls to be answered in less than two minutes. >80% 99% 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% 97% 98% 98% 97%
Less than 1% of case decisions to be issued later than eight weeks after the case has been accepted. <1% 0.5% 0.2% 0.4% 0.6%
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. >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% 93% 94% 91% 90%
Less than 1% of case decisions to be issued later than eight weeks after the case has been accepted. <1% 0.99% 0.90% 0.97% 0.99%

Customer Satisfaction Survey

The following statistics are taken from the CEDR Customer Satisfactory Survey. Number of respondents: 601
1st May 2023 - 31st May 2024 Yes No
After your application was accepted by CEDR for review, did the company offer to settle your complaint? 65% 35%
1st May 2023 - 31st May 2024 Of the cases that had an offer made
Offer accepted 74%
Offer declined and proceeded to adjudication/arbitration 26%
1st May 2023 - 31st May 2024 Of the cases that had an offer made
Claim succeeded in full 16%
Claim succeeded in part 25%
Claim did not succeed 59%
1st May 2023 - 31st May 2024 Satisfied Neither Dissatisfied
Claim Settled - How satisfied or dissatisfied are you with CEDR? 87% 3% 10%
Claim Successful - How Satisfied or Dissatisfied are you with CEDR? 86% 0% 14%
Claim Succeeded in Part - How Satisfied or Dissatisfied are you with CEDR? 39% 8% 53%
Claim Did Not Succeed - How Satisfied or Dissatisfied are you with CEDR? 4% 2% 94%
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