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 October 2018 to 31 December 2018 (Q4)
Company Billing Contract issues Customer service Service quality Equipment Mis-selling Security Other
BT 22% 20% 9% 36% 6% 5% 1% 2%
EE 17% 9% 6% 58% 1% 8% 1% 0%
Plusnet 45% 7% 9% 33% 1% 5% 0% 0%
Sky 35% 12% 14% 23% 6% 9% 1% 0%
TalkTalk 28% 15% 13% 34% 2% 6% 1% 0%
Virgin 37% 15% 11% 20% 3% 9% 0% 0%
Landline – 1 October 2018 to 31 December 2018 (Q4)
Company Billing Contract issues Customer service Service quality Equipment Mis-selling Security Other
BT 28% 24% 11% 25% 5% 5% 1% 2%
EE 27% 12% 9% 45% 0% 6% 0% 0%
Plusnet 50% 11% 9% 25% 1% 3% 0% 0%
Postoffice 14% 0% 14% 57% 0% 14% 0% 0%
Sky 37% 12% 15% 16% 5% 13% 2% 0%

TalkTalk

27% 20% 19% 24% 4% 3% 3%

0%

Virgin

27% 26% 16% 19% 3% 10% 0%

0%

Mobile -1 October 2018 to 31 December 2018 (Q4)
Company Billing Contract issues Customer service Service quality Equipment Mis-selling Security Other
BT 30% 20% 9% 31% 2% 4% 2% 2%
EE 32% 11% 11% 22% 5% 12% 6% 0%
O2 31% 15% 17% 20% 5% 7% 6% 0%
TalkTalk 58% 15% 8% 4% 5% 5% 5% 0%
Tesco 36% 3% 8% 33% 3% 14% 3% 0%

Three

38%

10% 16% 15% 5% 6% 7%

2%

Virgin

46% 18% 12% 7% 11% 6% 1%

0%

Vodafone

44% 11% 14% 10% 6% 13% 1%

1%

iD Mobile

40% 8% 11% 24% 4% 9% 2%

0%

Broadband – 1 October 2017 to 31 December 2017 (Q4)
Company Billing Contract issues Customer service Service quality Equipment Mis-selling Security Other

BT

21% 11% 13% 41% 9% 3% 0% 1%

EE

19% 5% 14% 49% 4% 7% 0% 2%

Plusnet

19% 11% 14% 42% 2% 5% 0% 7%

Sky

19% 9% 15% 38% 13% 4% 0% 1%

TalkTalk

12% 13% 12% 42% 4% 4% 2% 11%

Virgin

21% 23% 13% 21% 3% 10% 1% 8%
Landline – 1 October 2017 to 31 December 2017 (Q4)
Company Billing Contract issues Customer service Service quality Equipment Mis-selling Security Other

BT

27% 13% 15% 33% 8% 2% 0% 1%
EE 20% 6% 14% 49% 0% 6% 3% 3%
Plusnet 23% 18% 18% 33% 0% 3% 0% 8%
Post Office

26% 35% 9% 28% 2% 0% 0% 0%
Sky 22% 10% 15% 35% 12% 5% 0% 1%
TalkTalk 14% 15% 14% 35% 3% 4% 3% 13%
Virgin 20% 25% 15% 14% 3% 13% 1% 9%
Mobile – 1 October 2017 to 31 December 2017 (Q4)
Company Billing Contract issues Customer service Service quality Equipment Mis-selling Security Other

BT

31% 13% 15% 23% 10% 6% 0% 3%

EE

34% 16% 11% 15% 8% 10% 5% 1%

O2

33% 19% 17% 16% 4% 5% 5% 1%

Talk Talk

27% 14% 16% 14% 3% 8% 8% 11%

Tesco

32% 18% 5% 18% 0% 9% 18% 0%

Three

30% 20% 16% 22% 6% 4% 2% 0%

Virgin

36% 19% 12% 7% 9% 1% 11% 5%

Vodafone

51% 16% 14% 7% 4% 5% 2% 1%
1 July – 30 September 2017 (Q3)
Complaint Type Plusnet Virgin
Billing 6% 23%
Contract issues 18% 24%
Customer service 12% 13%
Service quality 52% 16%
Equipment 0% 5%
Mis-selling 4% 11%
Security 0% 0%
Other 8% 8%
1 April – 30 June 2017 (Q2)
Complaint Type Plusnet Virgin
Billing 10% 26%
Contract issues 17% 22%
Customer service 14% 11%
Service quality 37% 17%
Equipment 2% 6%
Mis-selling 9% 10%
Security 2% 1%
Other 9% 7%
1 January – 31 March 2017 (Q1)
Complaint Type Plusnet Virgin
Billing 16% 23%
Contract issues 14% 25%
Customer service 14% 11%
Service quality 35% 18%
Equipment 0% 4%
Mis-selling 8% 12%
Security 6% 1%
Other 8% 6%
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