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Raised a Complaint against your Broadband or Phone supplier unresolved dispute? CISAS can help

Raised a Complaint against your Broadband or Phone supplier unresolved dispute? CISAS can help

It’s important to know what your rights are when it comes to your broadband, mobile and TV services as a consumer. Especially if you are unhappy with your current provider. 

If your complaint is broadband related and your trying to cancel then look to see if your supplier is a member of the ISPA (Internet Service Providers Association) they must conform to the organisations complaints procedure code of conduct. This includes an obligation to respond to your complaint within 5 working days and resolve within 10.

All mobile/broadband/TV providers are signed up to an Alternative Dispute Resolution (ADR) scheme who will step in and resolve consumer issues. If it’s been eight weeks since your original complaint and nothing has been resolved then CISAS may be able to help you.

Contact CISAS (https://www.cedr.com/consumer/cisas/) in regard to the problems you are having. This usually resolves most issues but if you haven’t found a solution your happy with then you can get advice from the Citizens Advice Bureau, Which? Or Consumer direct. Court proceedings are also an option but as a last resort.

Initially you may be required to call to contact your provider which can cost you time and money.

You may find at worst you are put on hold for too many minutes only to be transferred again before actually getting to speak to the relevant team.

If you’ve experienced some of these issues above and want to make an official complaint against your service provider then there is a process that you can follow.

Firstly, you must contact the customer service of your provider via the relevant channels and raise a formal complaint. Information with regards to this process is usually found on the suppliers’ website. 

Then contact CISAS in regard to the problems you are having. 

What is CISAS?

CISAS is managed independently by Centre for Effective Dispute Resolution (CEDR), an Alternative Dispute Resolution Provider, certified by Ofcom, to resolve disputes related to communication and internet services. The service is free of charge to customers as required by the Communications Act 2003. For more information on how CISAS can help you get a resolution for your dispute with your existing provider please click here. 

If you would like to talk to one of our team to get any point clarifying please do not hesitate to contact us. Call us now on 0800 692 7000 or email new@08uk.co.uk so we can call you back.

If you would like to talk to one of our team to get any point clarifying please do not hesitate to contact us. Call us now on 0800 692 7000 or email new@08uk.co.uk so we can call you back.

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