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Dispute resolution

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.

The ADR scheme will look at your arguments, and your provider’s, and come to a decision it thinks is fair.

If the ADR scheme agrees with your complaint it can order the service provider to fix the problem and, if needed, pay compensation.

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.

If your provider does not belong to an ADR scheme but you believe they should (and you’re an individual or small business), please let us know by clicking the button below.

 

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