Welcome to the Communications and Internet Services Adjudication Scheme (CISAS)
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What we do
CISAS is an Ofcom-approved redress scheme which individuals and small businesses (customers) can use to settle disputes with communications companies, such as mobile and home phone companies or internet service providers, which are scheme members.
You need to be a customer of a member company to be able to use CISAS. For a full list of companies that are members of CISAS, please click here.
You can use CISAS to settle disputes about billing and service issues.
Before sending your dispute to us you need to have complained to your company and given them a reasonable chance to fix the problem. If the company tells you in writing that they cannot do that or if 8 weeks has passed since you complained to them, then you can use CISAS.
CISAS is free to you and we provide an informal and independent way of settling disputes.
A qualified adjudicator will consider all the information you and the company provide to CISAS and will settle the dispute in a fair and reasonable way. In most cases, nearly 9 out of 10, the adjudicator will make a decision within 6 weeks of us receiving your application. If the adjudicator finds in your favour he or she can order the company to take action to put things right and / or pay you money. Companies agree when joining CISAS that they will follow the adjudicator’s decision if you tell us that you accept it.
To find out more about CISAS and how it operates, including those things we cannot deal with, see our Information for customers leaflet or our list of Frequently Asked Questions (known as “FAQ’s”).
If you cannot find any information you need, would like any issues to be clarified or need some help, please email CISAS or call 020 7520 3814 or text phone 020 7520 3811.
If you need help with filling in forms or need something either in another language or a different format, we can do that.
Our Service Standards section tells you what to expect from CISAS.
