CISAS

Communication & Internet Services Adjudication Scheme

CISAS is an Ofcom approved alternative dispute resolution provider. CISAS is designed to adjudicate disputes that have not been resolved through the communication provider’s own internal complaints procedure.

Cost

Free to use

Duration

Approx. 6-8 weeks

Make a complaint

Video Guides

Important Notice: Virgin Media O2: we can review consumer (residential) complaints from 1 January 2026

Please note the following:

Active cases with the Communications Ombudsman: If you already have an active case registered with the Communications Ombudsman, they will continue to deal with your case until conclusion.
Previously signposted to the Communications Ombudsman: If you have received a letter from Virgin Media O2 in the last 12 months signposting you to the Communications Ombudsman, but you have not yet raised a case with them, we may be able to accept your case from 1 January 2026.
Case previously investigated by Communications Ombudsman: If your case has previously been investigated by the Communications Ombudsman, you cannot appeal the decision or raise a new case about the same issue with CISAS.

On our case management system, please select:

Virgin Media: if your bill says Virgin Media. Please note that we cannot deal with Virgin Media Business complaints, as that is covered by the Communications Ombudsman
O2: if your bill says O2. Please note that we cannot deal with 02 Business complaints, as that is covered by the Communications Ombudsman.

If you need help contacting the Communications Ombudsman for an active consumer case you registered prior to 31 December 2025 or for a business complaint, please use the following:

Website: https://www.commsombudsman.org/
Phone: 0330 440 1614
Email: enquiry@commsombudsman.org

Which company would you like to make a complaint about?

Search for a company you wish to complain about.

What we can do

This Scheme uses Adjudication. Adjudication is a procedure for resolving disputes without resorting to lengthy and expensive court procedures.

The service is free, independent and impartial.

If you want to know more about how we can help you with your CISAS complaint, please visit our Help & Guides.

The steps you must take before submitting a complaint

Contact the company

Raise your complaint with the company in the first instance.

Get in touch with CISAS

If the company is not able to resolve your dispute to your satisfaction within 8 weeks or if the dispute has reached ‘deadlock’ you can come to CISAS.

Accept or reject the final decision

CISAS will adjudicate the dispute and an adjudicator will issue a final decision. You are free to either accept or reject this decision.

Make a complaint

Companies covered

Are you a business?

CEDR can provide dispute resolution services for businesses in most sectors.

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Provided at a sustainable cost

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Approved by Ofcom

CISAS is managed independently by Centre for Effective Dispute Resolution (CEDR), an Alternative Dispute Resolution Provider, approved by Ofcom, to resolve disputes related to communication and internet services. The service is free of charge to customers as required by the Communications Act 2003.