If your complaint has not been resolved after 8 weeks or we have issued you with a final response or ‘deadlock’ letter, we will inform you of your right to seek alternative dispute resolution.
Take your complaint to CISAS
Once you’ve received your letter informing you of your right to seek alternative dispute resolution, you can take your complaint to the Communication and Internet Services Adjudication Scheme (CISAS).
CISAS is an independent dispute resolution scheme, approved by Ofcom, which is free of charge. They are an independent dispute resolution scheme who impartially resolve communication and internet services complaints that cannot be resolved between a customer and a service provider. Please ensure that you read through CISAS’s guidelines to ensure your complaint satisfies the conditions for referral.