Making an application
Please read the notes below before making an application.
These notes were developed to help you to make sure that you apply to us at the right time. This is because we have to reject at least a third of all applications we receive. This is mainly because customers do not give their company a chance to deal with their complaint in line with its complaints procedures. These procedures can be found within the company’s code of practice (the code), which is approved by the regulator (Ofcom) and sets out how they will deal with complaints. The code also provides the contact details of the part of the company to complain to.
Other applications are rejected because they are made too early, too late or they are against members of Otelo, the other redress provider.
The time limits set out below begin when you complain in line with the code. This means that if the code says you have to complain in writing and you complain by phone, then we cannot deal with your complaint until it has been made in writing, and the time limits outlined below have ended.
To ensure that your application is not rejected please consider the advice below before filling in the CISAS application form.
- Make sure the company is a member of CISAS. You can do this by checking our members page or by calling us on 020 7520 3814. If they are not listed with us then they are probably members of Otelo and you can check their list by calling them on 01925 430 049. If they are not on either list you should contact Ofcom on 020 7981 3040.
- If you are applying before three months has passed since you first complained to the company (remember, your complaint must be made in the way explained in their code), you cannot apply now unless the company has sent you a letter agreeing to use CISAS. If they have sent you such a letter you can apply now. If you make an application before the end of three months without a letter of agreement from the company (also known as a “Deadlock Letter”), then we will have no option other than to reject it.
- If three months has passed since you first properly complained then you can apply now, as long as your first complaint was made no more than nine months ago. For example, if you first complained on 1st March 2007 then you have until 1st December 2007 to apply.
- You need to answer all the questions on the application form. If you don’t understand a question please email us or call us on 020 7520 3814 and we will help you.
The following notes are an abridged version of our Information for Customers guide, which can be read in full here.
I have a complaint about a company registered with CISAS - what should I do?
You must give the company a chance to settle your complaint before you apply to use CISAS. You can do this by contacting the company’s complaints department. You can apply to use CISAS if you have not been able to settle your complaint within three months of first complaining to the company, or if the company has referred you to the scheme. You must send your application within nine months of first complaining to the company.
What can you make the company do?
If we agree with your complaint, we can tell the company to do any or all of the following.
- Give you an apology or explanation.
- Give you a product or service, or take some practical action that will be to your benefit.
- Pay you up to £5000 (including VAT) for any loss you can prove you have suffered. (If you do not claim any money on your application form, none can be paid.)
What if the company and I decide to settle my complaint?
You and the company can settle the matter between yourselves at any time before the adjudicator makes a decision. If you decide to do this, you and the company deal with each other directly, not through the scheme. If you do settle the matter, we need the company to let us know in writing, and we will call you to make sure that the complaint has been settled.
If you tell us that you have settled your complaint with the company, we will close the case. If the company does not keep to any agreement you have made with them you can ask us to re-open the case.
What if the company gives me everything I asked for?
The company must tell us that they have done this and if you tell us that they have done this then we will close the case.
Do I need a solicitor?
You do not need a solicitor but you can have one if you want. However, you cannot claim any expenses for a solicitor’s services.
Who makes the decision on my complaint and what do they do?
The decision will be made by one of our adjudicators. You can see who they are here.. Their decision wil be based on the evidence you and the company give them. Adjudicators can ask you for more information that will help them to make the correct decision.
The adjudicator will always consider your arguments and evidence (as well as those of the company), and will provide a fair and reasonable decision.
What happens when I receive the decision?
Once you have received the decision, you will have six weeks to let us know whether or not you accept it. If you do not tell us within six weeks, the decision will not be binding on the company but you can still take the matter to court.
If I agree with the decision within six weeks, when will the company take the necessary action?
The company must take the necessary action within four weeks of the date you told us you accepted it.
What happens if the company does not take the necessary action?
When the company became a member of CISAS they agreed to accept and keep to the adjudicator’s decision. If you tell us that the action is not taken we will remind the company of their obligation to take the action. If they still do not take the necessary action we can end their membership of CISAS. If we do this, we will tell Ofcom we have done this.
You are welcome to make your application in either of two ways:
Option 1: By Post
Download and Print the application forms. 
Option 2: Online Application
The online application system requires you to input a password. You can then use this site as often as you wish in order to complete your application, before you submit it to us. Click 'Register' below if you wish to start to make a new application. Click 'Log In' if you have already registered your password on this site.