Reports
Case Outcome and Case Category data for Broadband, Landline and Mobile from major telecommunications providers.
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.
Please note the following definitions:
Upheld - customers claim was successful in full or in part and/or previous offer from company was not exceeded by the adjudicator
Settled - in full or in part - early resolution between the parties without the matter proceeding to adjudication
Not upheld - customer complaint is not successful
| Broadband Provider | Settled | Not upheld | Upheld |
|---|---|---|---|
| Sky | 66% | 13% | 21% |
| TalkTalk | 83% | 4% | 13% |
| Vodafone | 45% | 8% | 47% |
| BT | 5% | 35% | 60% |
| EE | 8% | 35% | 58% |
| Plusnet | 11% | 47% | 42% |
| Three | 60% | 8% | 32% |
| Virgin Media | 10% | 19% | 70% |
| Landline Provider | Settled | Not upheld | Upheld |
|---|---|---|---|
| Sky | 63% | 13% | 24% |
| TalkTalk | 88% | 3% | 9% |
| Vodafone | 49% | 14% | 37% |
| BT | 4% | 24% | 72% |
| EE | 6% | 27% | 67% |
| Plusnet | 14% | 29% | 57% |
| Virgin Media | 11% | 21% | 66% |
| Mobile Provider | Settled | Not upheld | Upheld |
|---|---|---|---|
| Sky | 55% | 23% | 21% |
| TalkTalk | 100% | 0% | 0% |
| Vodafone | 28% | 27% | 45% |
| BT | 7% | 43% | 50% |
| EE | 6% | 48% | 46% |
| O2 | 35% | 3% | 62% |
| Tesco | 25% | 12% | 63% |
| Three | 42% | 19% | 39% |
| Broadband Provider | Settled | Not upheld | Upheld |
|---|---|---|---|
| Sky | 61% | 11% | 28% |
| TalkTalk | 82% | 4% | 15% |
| Vodafone | 40% | 20% | 40% |
| BT | 10% | 36% | 54% |
| EE | 2% | 33% | 65% |
| Plusnet | 7% | 37% | 56% |
| Three | 53% | 9% | 39% |
| Virgin Media | 13% | 23% | 64% |
| Landline Provider | Settled | Not upheld | Upheld |
|---|---|---|---|
| Sky | 58% | 10% | 32% |
| TalkTalk | 80% | 6% | 14% |
| Vodafone | 41% | 14% | 45% |
| BT | 6% | 29% | 65% |
| EE | 4% | 21% | 74% |
| Plusnet | 0% | 22% | 78% |
| Virgin Media | 12% | 20% | 68% |
| Mobile Provider | Settled | Not upheld | Upheld |
|---|---|---|---|
| Sky | 41% | 21% | 38% |
| TalkTalk | 50% | 0% | 50% |
| Vodafone | 36% | 23% | 41% |
| BT | 0% | 13% | 88% |
| EE | 5% | 48% | 47% |
| O2 | 28% | 3% | 69% |
| Tesco | 13% | 12% | 75% |
| Three | 32% | 24% | 44% |
| Broadband Provider | Settled | Not upheld | Upheld |
|---|---|---|---|
| Sky | 50% | 17% | 33% |
| TalkTalk | 79% | 5% | 16% |
| Vodafone | 48% | 11% | 41% |
| BT | 5% | 35% | 59% |
| EE | 4% | 40% | 56% |
| Plusnet | 0% | 37% | 63% |
| Shell Energy | 10% | 30% | 60% |
| Tesco | 0% | 100% | 0% |
| Three | 48% | 6% | 46% |
| Virgin Media | 15% | 15% | 70% |
| Landline Provider | Settled | Not upheld | Upheld |
|---|---|---|---|
| Sky | 54% | 16% | 30% |
| TalkTalk | 82% | 3% | 15% |
| Vodafone | 40% | 6% | 53% |
| BT | 3% | 32% | 65% |
| EE | 6% | 17% | 76% |
| Plusnet | 0% | 54% | 46% |
| Shell Energy | 25% | 0% | 75% |
| Tesco | 0% | 100% | 0% |
| Virgin Media | 13% | 17% | 70% |
| Mobile Provider | Settled | Not upheld | Upheld |
|---|---|---|---|
| Sky | 36% | 20% | 44% |
| TalkTalk | 75% | 0% | 25% |
| Vodafone | 42% | 19% | 39% |
| BT | 0% | 47% | 53% |
| EE | 4% | 51% | 44% |
| O2 | 28% | 2% | 70% |
| Plusnet | 0% | 0% | 100% |
| Tesco | 25% | 4% | 72% |
| Three | 36% | 18% | 46% |
| Broadband Provider | Settled | Not upheld | Upheld |
|---|---|---|---|
| Sky | 48% | 20% | 32% |
| TalkTalk | 79% | 3% | 18% |
| Vodafone | 48% | 11% | 41% |
| BT | 2% | 32% | 66% |
| EE | 9% | 38% | 53% |
| Plusnet | 3% | 44% | 53% |
| Shell Energy | 42% | 12% | 46% |
| Tesco | 0% | 0% | 100% |
| Three | 52% | 5% | 42% |
| Virgin Media | 19% | 18% | 63% |
| Landline Provider | Settled | Not upheld | Upheld |
|---|---|---|---|
| Sky | 44% | 26% | 30% |
| TalkTalk | 82% | 2% | 16% |
| Vodafone | 50% | 6% | 44% |
| BT | 6% | 27% | 67% |
| EE | 0% | 26% | 74% |
| Plusnet | 12% | 35% | 53% |
| Shell Energy | 25% | 13% | 62% |
| Virgin Media | 16% | 19% | 65% |
| Mobile Provider | Settled | Not upheld | Upheld |
|---|---|---|---|
| Sky | 31% | 27% | 42% |
| TalkTalk | 100% | 0% | 0% |
| Vodafone | 44% | 18% | 38% |
| BT | 0% | 38% | 62% |
| EE | 6% | 51% | 43% |
| O2 | 22% | 3% | 74% |
| Plusnet | 0% | 0% | 100% |
| Tesco | 24% | 14% | 62% |
| Three | 34% | 17% | 48% |
| 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% |
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 | 18% | 15% | 21% | 30% | 6% | 11% | 0% | 0% |
| TalkTalk | 21% | 20% | 28% | 25% | 2% | 4% | 0% | 0% |
| Vodafone | 18% | 21% | 18% | 26% | 3% | 14% | 0% | 0% |
| BT | 17% | 15% | 14% | 27% | 18% | 10% | 0% | 0% |
| EE | 15% | 14% | 11% | 34% | 18% | 8% | 1% | 0% |
| Plusnet | 11% | 20% | 7% | 31% | 27% | 4% | 0% | 0% |
| Three | 34% | 18% | 8% | 22% | 8% | 11% | 0% | 0% |
| Virgin Media | 24% | 13% | 17% | 26% | 14% | 4% | 1% | 0% |
| Landline Provider | Billing | Contract Issues | Customer Service | Service Quality | Equipment | Mis-selling | Security | Other |
|---|---|---|---|---|---|---|---|---|
| Sky | 23% | 21% | 19% | 24% | 4% | 9% | 0% | 0% |
| TalkTalk | 22% | 13% | 29% | 28% | 4% | 5% | 0% | 0% |
| Vodafone | 6% | 26% | 26% | 23% | 3% | 17% | 0% | 0% |
| BT | 23% | 10% | 17% | 30% | 12% | 6% | 1% | 0% |
| EE | 12% | 10% | 20% | 31% | 16% | 9% | 1% | 0% |
| Plusnet | 27% | 0% | 9% | 36% | 27% | 0% | 0% | 0% |
| Virgin Media | 38% | 25% | 10% | 18% | 4% | 4% | 1% | 0% |
| Mobile Provider | Billing | Contract Issues | Customer Service | Service Quality | Equipment | Mis-selling | Security | Other |
|---|---|---|---|---|---|---|---|---|
| Sky | 29% | 18% | 9% | 13% | 19% | 12% | 0% | 0% |
| TalkTalk | 0% | 0% | 0% | 100% | 0% | 0% | 0% | 0% |
| Vodafone | 28% | 24% | 15% | 22% | 2% | 8% | 1% | 0% |
| BT | 80% | 0% | 10% | 0% | 0% | 10% | 0% | 0% |
| EE | 33% | 12% | 17% | 13% | 6% | 10% | 10% | 0% |
| O2 | 31% | 17% | 20% | 8% | 2% | 5% | 18% | 0% |
| Plusnet | 0% | 100% | 0% | 0% | 0% | 0% | 0% | 0% |
| Tesco | 15% | 13% | 27% | 25% | 3% | 7% | 9% | 0% |
| Three | 39% | 13% | 11% | 18% | 4% | 8% | 7% | 0% |
| Broadband Provider | Billing | Contract Issues | Customer Service | Service Quality | Equipment | Mis-selling | Security | Other |
|---|---|---|---|---|---|---|---|---|
| Sky | 21% | 16% | 15% | 29% | 7% | 11% | 0% | 0% |
| TalkTalk | 22% | 23% | 20% | 31% | 2% | 3% | 0% | 0% |
| Vodafone | 18% | 22% | 18% | 29% | 2% | 11% | 0% | 0% |
| BT | 20% | 13% | 11% | 32% | 15% | 8% | 1% | 0% |
| EE | 21% | 9% | 16% | 32% | 10% | 10% | 2% | 0% |
| Plusnet | 21% | 15% | 6% | 33% | 15% | 9% | 0% | 0% |
| Three | 37% | 16% | 12% | 26% | 3% | 5% | 0% | 0% |
| Virgin Media | 31% | 14% | 15% | 27% | 9% | 4% | 1% | 0% |
| Landline Provider | Billing | Contract Issues | Customer Service | Service Quality | Equipment | Mis-selling | Security | Other |
|---|---|---|---|---|---|---|---|---|
| Sky | 23% | 21% | 12% | 27% | 5% | 11% | 0% | 0% |
| TalkTalk | 20% | 24% | 18% | 27% | 6% | 4% | 1% | 0% |
| Vodafone | 14% | 14% | 10% | 45% | 7% | 10% | 0% | 0% |
| BT | 12% | 11% | 15% | 1% | 15% | 9% | 38% | 0% |
| EE | 22% | 13% | 14% | 0% | 9% | 9% | 32% | 0% |
| Plusnet | 25% | 25% | 0% | 0% | 13% | 0% | 38% | 0% |
| Virgin Media | 34% | 25% | 16% | 1% | 4% | 5% | 15% | 0% |
| Mobile Provider | Billing | Contract Issues | Customer Service | Service Quality | Equipment | Mis-selling | Security | Other |
|---|---|---|---|---|---|---|---|---|
| Sky | 26% | 12% | 20% | 13% | 21% | 7% | 1% | 0% |
| TalkTalk | 38% | 25% | 13% | 25% | 0% | 0% | 0% | 0% |
| Vodafone | 29% | 19% | 14% | 21% | 6% | 10% | 1% | 0% |
| BT | 33% | 11% | 22% | 11% | 0% | 11% | 11% | 0% |
| EE | 38% | 11% | 14% | 9% | 5% | 7% | 15% | 0% |
| Plusnet | 100% | 0% | 0% | 0% | 0% | 0% | 0% | 0% |
| Tesco | 12% | 10% | 15% | 8% | 8% | 8% | 37% | 0% |
| Three | 37% | 15% | 13% | 7% | 5% | 7% | 15% | 0% |
| Broadband Provider | Billing | Contract Issues | Customer Service | Service Quality | Equipment | Mis-selling | Security | Other |
|---|---|---|---|---|---|---|---|---|
| Sky | 23% | 21% | 16% | 20% | 9% | 10% | 0% | 0% |
| TalkTalk | 23% | 23% | 17% | 27% | 5% | 6% | 0% | 0% |
| Vodafone | 18% | 24% | 15% | 31% | 4% | 9% | 0% | 0% |
| BT | 22% | 13% | 15% | 31% | 16% | 4% | 0% | 0% |
| EE | 13% | 17% | 14% | 27% | 15% | 14% | 1% | 0% |
| Plusnet | 11% | 8% | 11% | 38% | 22% | 8% | 3% | 0% |
| Shell Energy | 17% | 17% | 0% | 67% | 0% | 0% | 0% | 0% |
| Three | 31% | 15% | 12% | 18% | 11% | 12% | 2% | 0% |
| Virgin Media | 28% | 18% | 21% | 20% | 8% | 4% | 1% | 0% |
| Landline Provider | Billing | Contract Issues | Customer Service | Service Quality | Equipment | Mis-selling | Security | Other |
|---|---|---|---|---|---|---|---|---|
| Sky | 24% | 22% | 15% | 20% | 7% | 11% | 0% | 0% |
| TalkTalk | 14% | 21% | 26% | 29% | 7% | 3% | 0% | 0% |
| Vodafone | 11% | 26% | 26% | 28% | 2% | 8% | 0% | 0% |
| BT | 14% | 12% | 15% | 38% | 16% | 5% | 0% | 0% |
| EE | 15% | 13% | 16% | 33% | 12% | 9% | 1% | 0% |
| Plusnet | 20% | 20% | 13% | 33% | 13% | 0% | 0% | 0% |
| Shell Energy | 67% | 0% | 33% | 0% | 0% | 0% | 0% | 0% |
| Virgin Media | 30% | 23% | 19% | 16% | 4% | 7% | 1% | 0% |
| Mobile Provider | Billing | Contract Issues | Customer Service | Service Quality | Equipment | Mis-selling | Security | Other |
|---|---|---|---|---|---|---|---|---|
| Sky | 20% | 16% | 16% | 16% | 23% | 9% | 0% | 0% |
| TalkTalk | 0% | 75% | 0% | 25% | 0% | 0% | 0% | 0% |
| Vodafone | 29% | 21% | 12% | 22% | 7% | 8% | 1% | 0% |
| BT | 31% | 15% | 15% | 31% | 0% | 0% | 8% | 0% |
| EE | 38% | 11% | 13% | 18% | 5% | 8% | 8% | 0% |
| O2 | 30% | 13% | 26% | 15% | 2% | 6% | 9% | 0% |
| Plusnet | 33% | 67% | 0% | 0% | 0% | 0% | 0% | 0% |
| Tesco | 13% | 7% | 18% | 49% | 5% | 3% | 5% | 0% |
| Three | 36% | 17% | 15% | 14% | 3% | 9% | 5% | 0% |
| Broadband Provider | Billing | Contract Issues | Customer Service | Service Quality | Equipment | Mis-selling | Security | Other |
|---|---|---|---|---|---|---|---|---|
| Sky | 18% | 20% | 19% | 25% | 8% | 10% | 0% | 0% |
| TalkTalk | 29% | 21% | 13% | 22% | 5% | 10% | 0% | 0% |
| Vodafone | 19% | 24% | 24% | 18% | 3% | 11% | 0% | 0% |
| BT | 14% | 8% | 15% | 39% | 16% | 7% | 1% | 0% |
| EE | 19% | 19% | 13% | 27% | 13% | 8% | 0% | 0% |
| Plusnet | 14% | 3% | 22% | 32% | 22% | 8% | 0% | 0% |
| Shell Energy | 26% | 13% | 22% | 26% | 9% | 4% | 0% | 0% |
| Three | 33% | 21% | 9% | 21% | 7% | 9% | 1% | 0% |
| Virgin Media | 24% | 13% | 21% | 28% | 9% | 5% | 1% | 0% |
| Landline Provider | Billing | Contract Issues | Customer Service | Service Quality | Equipment | Mis-selling | Security | Other |
|---|---|---|---|---|---|---|---|---|
| Sky | 26% | 21% | 17% | 17% | 6% | 13% | 0% | 0% |
| TalkTalk | 36% | 23% | 8% | 23% | 8% | 3% | 0% | 0% |
| Vodafone | 7% | 18% | 39% | 25% | 0% | 11% | 0% | 0% |
| BT | 19% | 12% | 13% | 34% | 17% | 4% | 1% | 0% |
| EE | 14% | 11% | 14% | 41% | 8% | 11% | 2% | 0% |
| Plusnet | 7% | 14% | 7% | 36% | 14% | 21% | 0% | 0% |
| Shell Energy | 42% | 0% | 8% | 42% | 0% | 8% | 0% | 0% |
| Virgin Media | 32% | 19% | 19% | 19% | 3% | 8% | 0% | 0% |
| Mobile Provider | Billing | Contract Issues | Customer Service | Service Quality | Equipment | Mis-selling | Security | Other |
|---|---|---|---|---|---|---|---|---|
| Sky | 23% | 10% | 14% | 17% | 26% | 10% | 0% | 0% |
| TalkTalk | 0% | 67% | 33% | 0% | 0% | 0% | 0% | 0% |
| Vodafone | 31% | 24% | 11% | 21% | 6% | 6% | 1% | 0% |
| BT | 61% | 6% | 11% | 17% | 0% | 6% | 0% | 0% |
| EE | 39% | 11% | 14% | 18% | 6% | 9% | 5% | 0% |
| O2 | 25% | 12% | 24% | 18% | 2% | 6% | 12% | 0% |
| Plusnet | 67% | 33% | 0% | 0% | 0% | 0% | 0% | 0% |
| Tesco | 13% | 12% | 16% | 51% | 0% | 1% | 6% | 0% |
| Three | 36% | 13% | 16% | 18% | 2% | 10% | 5% | 0% |
| 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% |
ADR Entity Reports
ADR Entity reports for CISAS. These include Annual reports and Biennial reports.
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.
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% | 98% |
| Less than 1% of case decisions to be issued later than eight weeks after the case has been accepted. | <1% | 0.6% |
| 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% | 99% | 98.7% | 98.6% | 98.4% |
| Less than 1% of case decisions to be issued later than eight weeks after the case has been accepted. | <1% | 0.2% | 0.30% | 0.18% | 0.6% |
| 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% |
Customer Satisfaction Survey
The following statistics are taken from the CEDR Customer Satisfactory Survey. Number of respondents: 489
| 1st April 2024 - 30th April 2025 | Yes | No |
|---|---|---|
| After your application was accepted by CEDR for review, did the company offer to settle your complaint? | 68% | 32% |
| 1st April 2024 - 30th April 2025 | Of the cases that had an offer made |
|---|---|
| Offer accepted | 86% |
| Offer declined and proceeded to adjudication/arbitration | 14% |
| 1st April 2024 - 30th April 2025 | Of the cases that had an offer made |
|---|---|
| Claim succeeded in full | 36% |
| Claim succeeded in part | 17% |
| Claim did not succeed | 47% |
| 1st November 2024 - 30th April 2025 | Easy | Neither | Difficult |
|---|---|---|---|
| How easy was the offer of settlement to understand? | 67% | 20% | 13% |
| How easy was it to understand the written decision? | 63% | 18% | 19% |
| 1st November 2024 - 30th April 2025 | Satisfied | Neither | Dissatisfied |
|---|---|---|---|
| How satisfied are you with the process at CEDR? | 71% | 5% | 24% |
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