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, Vodafone, 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 subscribers 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 April 2019 to 30 June 2019 (Q2)
Company Billing Contract issues Customer service Service quality Equipment Mis-selling Security Other
BT 15% 10% 11% 42% 12% 7% 0% 2%
EE 16% 16% 14% 35% 10% 6% 3% 0%
Plusnet 42% 4% 11% 36% 2% 3% 0% 3%
Sky 28% 16% 12% 28% 9% 7% 0% 0%
TalkTalk 26% 19% 14% 33% 2% 5% 1% 0%
Virgin 31% 19% 15% 19% 6% 9% 1% 0%
Landline – 1 April 2019 to 30 June 2019 (Q2)
Company Billing Contract issues Customer service Service quality Equipment Mis-selling Security Other
BT 24% 11% 11% 32% 11% 7% 1% 2%
EE 23% 19% 16% 29% 3% 3% 6% 0%
Plusnet 49% 4% 13% 30% 1% 1% 0% 2%
Postoffice 5% 19% 19% 43% 10% 5% 0% 0%
Sky 26% 18% 20% 29% 7% 6% 0% 0%

TalkTalk

27% 20% 15% 28% 3% 6% 1%

0%

Virgin

31% 22% 17% 17% 4% 10% 0%

0%

Mobile – 1 April 2019 to 30 June 2019 (Q2)
Company Billing Contract issues Customer service Service quality Equipment Mis-selling Security Other
BT 21% 4% 14% 21% 14% 11% 4% 11%
EE 30% 12% 10% 18% 6% 14% 7% 2%
O2 31% 11% 17% 26% 2% 7% 4% 2%
TalkTalk 24% 30% 14% 27% 3% 3% 0% 0%
Tesco 39% 6% 11% 17% 8% 8% 8% 3%

Three

35%

13% 13% 14% 3% 10% 8%

4%

Virgin

35% 23% 12% 11% 4% 14% 2%

0%

Vodafone

43% 19% 13% 8% 3% 13% 1%

0%

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