CISAS is required by Ofcom to publish data in relation to communications providers which have a market share of at least 1.5% in relation to:

  1. the types of complaint that are referred to us by customers; and
  2. the outcomes reached by CISAS in the cases we have dealt with.

The communications providers which subscribe to CISAS that fall within this requirement are: Virgin Media, Sky and TalkTalk.

CISAS is one of the dispute resolution schemes that communications providers can subscribe to, the other being Ombudsman Services (OS). Ofcom has requested that the above data is available not only for the CISAS members that fall into the above category, but for members of (OS). OS publish the same data for the communications providers that subscribe to them.

Please note that the data will be displayed on this page on a quarterly basis, detailing the types of complaints and the outcomes of cases for these communications providers. Also, because of rounding (to no decimal places) some of the percentages may not add up to 100%.

Case Outcome data

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Settled: by mutual agreement of the parties. Upheld: fully or partly in favour of the customer. Not upheld: in favour of communications provider.

Complaint Type Data

Broadband – 1 January 2019 to 21 March 2019 (Q1)
Company Billing Contract issues Customer service Service quality Equipment Mis-selling Security Other
BT 17% 13% 9% 43% 12% 5% 1% 1%
EE 10% 19% 5% 48% 5% 8% 5% 0%
Plusnet 42% 10% 10% 29% 5% 3% 0% 1%
Sky 25% 21% 17% 22% 7% 9% 1% 0%
TalkTalk 23% 18% 11% 35% 5% 6% 2% 0%
Virgin 31% 19% 17% 18% 4% 10% 1% 0%
Landline – 1 January 2019 to 21 March 2019 (Q1)
Company Billing Contract issues Customer service Service quality Equipment Mis-selling Security Other
BT 21% 15% 12% 34% 11% 4% 1% 1%
EE 12% 18% 3% 42% 9% 6% 9% 0%
Plusnet 47% 12% 10% 23% 5% 2% 0% 1%
Postoffice 27% 7% 20% 47% 0% 0% 0% 0%
Sky 24% 19% 20% 19% 7% 9% 1% 0%

TalkTalk

27% 18% 15% 27% 5% 6% 2%

0%

Virgin

30% 23% 17% 14% 4% 10% 1%

0%

Mobile -1 January 2019 to 21 March 2019 (Q1)
Company Billing Contract issues Customer service Service quality Equipment Mis-selling Security Other
BT 18% 22% 22% 20% 4% 8% 4% 2%
EE 31% 10% 13% 19% 7% 11% 8% 1%
O2 33% 15% 17% 18% 6% 3% 5% 1%
TalkTalk 42% 16% 16% 9% 5% 7% 5% 0%
Tesco 38% 13% 10% 23% 5% 5% 8% 0%

Three

38%

20% 14% 9% 4% 8% 6%

1%

Virgin

37% 20% 16% 6% 12% 8% 2%

0%

Vodafone

25% 19% 12% 27% 0% 16% 1%

0%

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