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Guides › Broadband, Phone and Mobile Contracts › What Is ADR, and Is It Free?

What Is ADR, and Is It Free?

ADR (alternative dispute resolution) means an independent scheme, such as an ombudsman, that looks at your complaint when the business has not sorted it out. You can usually use it after the business has had its time to reply, or once you have its final response. Many schemes are free for consumers, including the Energy Ombudsman, the phone and broadband schemes, the Financial Ombudsman Service, the Rail Ombudsman and the Consumer Council for Water. Some are not: ABTA charges a fee for mediation or arbitration.

Rules checked with our Broadband, Phone and Mobile Contracts guide General information, not legal advice
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At a Glance

FreeEnergy Ombudsman, Financial Ombudsman, Rail Ombudsman, CCW
Free for youphone and broadband ADR (CISAS or the Communications Ombudsman)
FeeABTA mediation or arbitration for holidays

Your Rights

What the rules say, with a link to the official source for each.

Phone and Broadband

  • Free Dispute Resolution

    If your complaint is not resolved, you can use a free alternative dispute resolution (ADR) scheme once six weeks have passed since your initial complaint, or earlier if you receive a deadlock letter. The two schemes are the Communications and Internet Services Adjudication Scheme (CISAS) and the Communications Ombudsman. All providers must belong to one. source

Energy and Water

  • The Energy Ombudsman

    If your energy complaint is not resolved within 8 weeks, or you get a deadlock letter, you can take it to the Energy Ombudsman. It is free and impartial. source

  • Consumer Council for Water

    You can take your complaint to the Consumer Council for Water (CCW), which is free, once you have a final response (written or spoken) or eight weeks have passed since you first complained. Include evidence such as emails, bills or call notes. source

Money and Trains

  • Complaining to the Ombudsman

    If your bank refuses or you are unhappy with how it handled a scam, you can complain to the bank and then to the Financial Ombudsman Service, which is free. Its compensation limit is 430,000 pounds, and it can look at cases where losses are over 85,000 pounds. source

  • The Rail Ombudsman

    If you are unhappy with how the train company handled your complaint, the Rail Ombudsman is free and independent. Allow the company 40 working days to resolve your complaint, or until it sends a final response (a deadlock letter) if that comes sooner. source

Shopping and Tickets

  • Dispute Resolution

    If a seller will not resolve a problem, you can try an alternative dispute resolution service and report the seller and the marketplace to Trading Standards. For private sellers, small claims court is an option. source

  • STAR Complaints Scheme

    If the seller is a member of STAR (the Society of Ticket Agents and Retailers), you can use STAR's complaints procedure. STAR members should refund face value if the event is cancelled and the organiser has agreed to refunds. source

Time Limits to Know

Miss a deadline and you can lose a right. Check the dates on your own paperwork.

  • 6 weeks
    Wait before going to a free ADR schemeSix weeks from your complaint, or earlier with a deadlock letter
  • 8 weeks
    Energy complaint to the Energy OmbudsmanAfter 8 weeks with no resolution, or on receiving a deadlock letter
  • 40 working days
    Wait before going to the Rail Ombudsman40 working days from your complaint, or until the company sends a final response (deadlock letter)

Steps to Take

Step 1 of 5

Complain to the business in writing first and keep a copy. Our free letter templates can write it for you.

Step 2 of 5

Ask which ADR scheme or ombudsman it belongs to. It should tell you.

Step 3 of 5

Wait for its final response, or until its time to reply has passed.

Step 4 of 5

Apply to the scheme with your evidence and the business’s reply.

Step 5 of 5

Check whether the scheme charges a fee before you apply.

(Tap the numbers to reveal steps)

Where to Go If It Is Not Put Right

Your options, in order, and when each one applies.

CISAS or the Communications Ombudsman (ADR)

Six weeks after your complaint, or when you receive a deadlock letter. Free for you. Your provider will say which scheme it belongs to.

Energy Ombudsman

After 8 weeks with no resolution, or when you get a deadlock letter.

Financial Ombudsman Service

You are unhappy with your bank's final response. It is free, and its limit is 430,000 pounds.

Rail Ombudsman

After 40 working days, or once you have a final response (deadlock letter), if the train company is a member of the scheme.

ABTA Complaint, Mediation or Arbitration

The company is an ABTA member and has not put the problem right. A fee applies for mediation or arbitration.

Good to Know

Small things that make your complaint stronger.

If a business is not in any scheme, the Citizens Advice consumer service can help you decide your next step.

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Luke Marley

Lead reviewer

Luke Marley

Founder and Lead Reviewer

Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.

Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.

Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.

Sources and official links

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