Telecoms (CISAS)

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CISAS Case Outcome Data

The Case Outcome data covers companies that are signed up to both CISAS and Ombudsman Services: Communication. This information is based on customer data when registering a case.

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%

Broadband Provider	Settled	Not upheld	Upheld
Sky	40%	23%	37%
TalkTalk	44%	12%	44%
Vodafone	34%	13%	53%
BT	5%	17%	78%
EE	6%	16%	78%
Plusnet	10%	18%	72%
Post Office	13%	13%	75%
Virgin Media	38%	16%	46%

Landline Provider	Settled	Not upheld	Upheld
Sky	39%	30%	31%
TalkTalk	38%	16%	47%
Vodafone	14%	21%	66%
BT	6%	14%	80%
EE	7%	13%	80%
Plusnet	14%	11%	74%
Post Office	9%	0%	91%
Virgin Media	40%	11%	49%

Mobile Provider	Settled	Not upheld	Upheld
TalkTalk	50%	0%	50%
Vodafone	34%	22%	44%
BT	0%	31%	69%
EE	4%	31%	65%
O2	16%	19%	64%
Tesco	16%	22%	63%
Three	26%	26%	48%
Virgin Media	36%	15%	49%

Broadband Provider	Settled	Not upheld	Upheld
Sky	43%	25%	33%
TalkTalk	32%	14%	54%
Vodafone	35%	12%	53%
BT	4%	35%	60%
EE	7%	33%	60%
Plusnet	2%	32%	66%
Post Office	5%	11%	84%
Virgin Media	32%	17%	51%

Landline Provider	Settled	Not upheld	Upheld
Sky	41%	22%	36%
TalkTalk	37%	10%	54%
Vodafone	35%	50%	15%
BT	6%	33%	62%
EE	5%	30%	65%
Plusnet	0%	31%	69%
Post Office	6%	6%	88%
Virgin Media	32%	16%	52%

Mobile Provider	Settled	Not upheld	Upheld
TalkTalk	20%	40%	40%
Vodafone	32%	18%	50%
BT	4%	40%	56%
EE	6%	48%	46%
O2	11%	32%	56%
Tesco	11%	43%	46%
Three	34%	28%	38%
Virgin Media	30%	24%	47%

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	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%

Broadband Provider	Billing	Contract Issues	Customer Service	Service Quality	Equipment	Mis-selling	Security	Other
Sky	14%	10%	20%	36%	6%	12%	1%	0%
TalkTalk	22%	20%	17%	32%	2%	5%	1%	0%
Vodafone	25%	12%	11%	31%	8%	10%	3%	0%
BT	13%	8%	9%	41%	18%	7%	1%	3%
EE	15%	13%	11%	44%	8%	4%	1%	3%
Plusnet	27%	16%	6%	31%	9%	6%	1%	3%
Virgin Media	28%	16%	17%	25%	5%	8%	1%	0%

Landline Provider	Billing	Contract Issues	Customer Service	Service Quality	Equipment	Mis-selling	Security	Other
Sky	26%	15%	13%	36%	3%	7%	0%	0%
TalkTalk	26%	27%	19%	18%	3%	5%	1%	0%
Vodafone	28%	10%	10%	31%	7%	10%	3%	0%
BT	15%	6%	13%	38%	17%	6%	1%	4%
EE	24%	10%	14%	43%	5%	5%	0%	0%
Plusnet	31%	22%	6%	22%	14%	3%	0%	3%
Post Office	23%	0%	8%	54%	8%	8%	0%	0%
Virgin Media	29%	20%	16%	20%	5%	9%	1%	0%

Mobile Provider	Billing	Contract Issues	Customer Service	Service Quality	Equipment	Mis-selling	Security	Other
TalkTalk	0%	50%	0%	0%	0%	0%	50%	0%
Vodafone	25%	28%	12%	16%	10%	8%	1%	0%
BT	17%	11%	22%	17%	11%	11%	11%	0%
EE	34%	10%	14%	15%	7%	13%	6%	2%
O2	26%	9%	18%	28%	2%	7%	9%	1%
Tesco	17%	3%	24%	22%	16%	17%	0%	0%
Three	29%	15%	10%	23%	4%	11%	7%	0%
Virgin Media	31%	20%	10%	10%	8%	19%	1%	0%

Broadband Provider	Billing	Contract Issues	Customer Service	Service Quality	Equipment	Mis-selling	Security	Other
Sky	14%	18%	18%	33%	8%	8%	1%	0%
TalkTalk	26%	21%	14%	28%	2%	8%	1%	0%
Vodafone	20%	19%	16%	24%	17%	2%	2%	0%
BT	10%	8%	8%	47%	19%	5%	2%	5%
EE	8%	17%	11%	41%	14%	8%	0%	2%
Plusnet	13%	11%	8%	46%	10%	7%	0%	4%
Virgin Media	23%	19%	15%	28%	5%	7%	1%	2%

Landline Provider	Billing	Contract Issues	Customer Service	Service Quality	Equipment	Mis-selling	Security	Other
Sky	17%	21%	25%	19%	7%	9%	1%	0%
TalkTalk	27%	21%	11%	25%	2%	12%	2%	0%
Vodafone	23%	19%	23%	13%	2%	19%	0%	1%
BT	13%	5%	10%	43%	16%	5%	2%	5%
EE	12%	12%	29%	29%	18%	0%	0%	0%
Plusnet	14%	11%	11%	43%	3%	11%	0%	0%
Post Office	15%	0%	15%	54%	15%	0%	0%	0%
Virgin Media	25%	22%	16%	21%	6%	9%	1%	0%

Mobile Provider	Billing	Contract Issues	Customer Service	Service Quality	Equipment	Mis-selling	Security	Other
TalkTalk	40%	20%	20%	20%	0%	0%	0%	0%
Vodafone	34%	23%	11%	16%	7%	7%	1%	1%
BT	28%	17%	11%	22%	6%	11%	0%	0%
EE	30%	11%	11%	19%	8%	14%	6%	1%
O2	28%	13%	14%	28%	4%	7%	6%	0%
Tesco	12%	12%	12%	44%	4%	12%	2%	2%
Three	24%	16%	13%	24%	5%	11%	8%	0%
Virgin Media	27%	20%	12%	20%	7%	12%	2%	0%

ADR Entity Reporting - AR 2022-23

pdf / 209 KB

ADR Entity Reporting - AR 2021-22

pdf / 160 KB

ADR Entity Reporting - AR 2020-21

pdf / 154 KB

ADR Entity Reporting - AR 2019-20

pdf / 153 KB

ADR Entity Reporting - AR 2018-19

pdf / 154 KB

ADR Entity Reporting - AR 2017-18

pdf / 132 KB

ADR Entity Reporting - AR 2016-17

pdf / 132 KB

Biennial Report 2021-23

pdf / 191 KB

Biennial Report 2019-21

pdf / 165 KB

Biennial Report 2017-19

pdf / 166 KB

Biennial Report 2015-17

pdf / 143 KB

CISAS Review Jan - June 2023

pdf / 133 KB

CISAS Review July - Dec 2022

pdf / 130 KB

CISAS Review Jan - June 2022

pdf / 170 KB

CISAS Interim Review Jan - Jun 2021

pdf / 156 KB

CISAS Review for 2021

pdf / 167 KB

CISAS Review for 2020

pdf / 160 KB

CISAS Interim Review Jan - Jun 2020

pdf / 137 KB

CISAS Review 2019

pdf / 159 KB

CISAS Interim Review Jan - June 2019

pdf / 135 KB

CISAS Review for 2018

pdf / 120 KB

CISAS Interim Review 2018

pdf / 120 KB

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	Q2	Q3
More than 80% of calls to be answered in less than two minutes.	>80%	99%	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%	97%	98%	98%
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%

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: 928

1st May 2022 - 31st May 2023	Yes	No
After your application was accepted by CEDR for review, did the company offer to settle your complaint?	56%	44%

1st May 2022 - 31st May 2023	Of the cases that had an offer made
Offer accepted	66%
Offer declined and proceeded to adjudication/arbitration	34%

1st May 2022 - 31st May 2023	Of the cases that had an offer made
Claim succeeded in full	12%
Claim succeeded in part	35%
Claim did not succeed	53%

1st May 2022 - 31st May 2023	Satisfied	Neither	Dissatisfied
Claim Settled - How satisfied or dissatisfied are you with CEDR?	83%	4%	13%
Claim Successful - How Satisfied or Dissatisfied are you with CEDR?	86%	2%	12%
Claim Succeeded in Part - How Satisfied or Dissatisfied are you with CEDR?	44%	6%	50%
Claim Did Not Succeed - How Satisfied or Dissatisfied are you with CEDR?	5%	1%	94%

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