Guides › Broadband, Phone and Mobile Contracts › What Are CISAS and the Communications Ombudsman?
What Are CISAS and the Communications Ombudsman?
Every phone and broadband provider must belong to one of two free dispute schemes: CISAS (the Communications and Internet Services Adjudication Scheme) or the Communications Ombudsman. You can use yours 6 weeks after complaining, or earlier with a deadlock letter. Ofcom does not investigate individual complaints.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
The Short Answer
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
Ofcom
Ofcom does not investigate individual complaints, but you can report problems through its monitoring form, which may inform investigations into companies. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 6 weeksWait before going to a free ADR schemeSix weeks from your complaint, or earlier with a deadlock letter
Steps to Take
Step 1 of 4
Complain to your provider in writing.
Step 2 of 4
Ask which scheme it belongs to.
Step 3 of 4
After 6 weeks, or a deadlock letter, take it to that scheme.
Step 4 of 4
Report wider problems to Ofcom through its monitoring form.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Your Provider's Complaints Team
Always start here, in writing, and keep a copy.
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.
Ofcom's Monitoring Form
To report a problem. Ofcom does not investigate individual complaints, but reports can inform its action against companies.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
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: 12 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
- ofcom.org.uk/complaints/complain-about-phones-or-internet-services/contracts Checked 12 October 2026