Communications providers offering services to individuals and small businesses (up to 10 employees) must be members of an Alternative Dispute Resolution (ADR) Scheme.
ADR schemes act as an independent middleman between the service provider and the customer when an initial complaint cannot be resolved. You do not need legal representation to take your case to an ADR scheme.
The ADR scheme will look at your arguments, and your provider's, and come to a decision it thinks is fair. Usually an ADR scheme will come to a decision within 6 weeks, but it can take longer, depending on the complexity of the case, and the information provided by the parties.
If the ADR scheme agrees with your complaint it can order the service provider to fix the problem, make a payment to you, or take other practical steps.. The ADR scheme's decision is final and binding on the provider. It cannot be appealed or overturned. However, if you choose not to accept the decision made by the ADR scheme, you are still free to seek legal advice.
There are two ADR schemes – Ombudsman Services: Communications, and the Communications and Internet Services Adjudication Scheme (CISAS). All service providers must belong to one of the schemes.
Your provider will tell you which scheme it is a member of, or you can use our ADR checker.
The ADR schemes operate independently of Ofcom and of the communications providers. If you have used the schemes and are unhappy with the service you have received, details of how to make a complaint to Ombudsman Services are given here and to CISAS here. An independent assessor may look at your complaint, but please note that they cannot overturn the final decision made by the ADR scheme.