Making a complaint and using ADR schemes

Communications providers offering services to people, small businesses (up to 10 employees) and not-for-profit organisations (where up to 10 individuals work, not including volunteers) must be members of an Alternative Dispute Resolution (ADR) scheme.

Ofcom currently approves two ADR schemes: the Communication & Internet Services Adjudication Scheme (CISAS) and Communications Ombudsman. (Ombudsman Services changed its name to Communications Ombudsman in July 2023. If you have already raised a complaint with Ombudsman Services, you do not need to submit it again.)

ADR schemes are independent bodies that carry out an impartial assessment on complaints between a customer and a provider, and reach a decision based on the information submitted by both parties. ADR schemes are free to use.

You can take your complaint to an ADR scheme if:

• you have already raised it with your communications provider and it is still unresolved; and
• it has been at least eight weeks since you made the initial complaint to your provider or you’ve been unable to reach an agreement with them and you have received a deadlock letter.

Which scheme does my provider belong to?

Use our ADR checker to see which provider belongs to which ADR scheme. It's a long list, so the easiest way to find your provider is to use the A-Z buttons below. You can also press the Ctrl and F keys at the same time and then type your provider's name into the search box.

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