TL;DR
- CISAS (the Communications & Internet Services Adjudication Scheme) and the Communications Ombudsman are the two Ofcom-approved ADR schemes for mobile disputes in the UK.
- You can refer a complaint to the relevant scheme after eight weeks without a satisfactory resolution, or immediately on receipt of a deadlock letter from your operator.
- The service is free to consumers; operators pay a case fee regardless of the outcome.
- CISAS can direct an operator to apologise, provide a remedy, cancel a contract, correct a bill, or pay financial compensation up to £10,000.
- ADR decisions bind the operator if the consumer accepts the outcome; consumers can still go to court if they reject the decision.
What ADR means for mobile consumers
Alternative dispute resolution (ADR) is a legally recognised process for resolving disputes outside of court. For communications consumers in the UK, Ofcom mandates that every licensed provider of public electronic communications services must belong to an Ofcom-approved ADR scheme. There are currently two such schemes: CISAS, administered by the Centre for Effective Dispute Resolution (CEDR), and the Communications Ombudsman, operated by Ombudsman Services. Each covers a different set of operators; which scheme applies to your complaint depends on which provider you are with.
The ADR process exists because Ofcom itself cannot adjudicate individual consumer disputes — it investigates systemic industry issues and enforces regulatory obligations, but it does not act as a complaints arbitrator for specific billing or service grievances. ADR schemes fill that gap, providing a free, independent route for consumers whose complaints cannot be settled directly with their operator.
The two approved schemes and who belongs to which
CISAS is administered by CEDR and covers a number of UK mobile and broadband operators. The Communications Ombudsman covers another group. Operators must publicise which scheme they belong to in their complaints procedure, in their terms and conditions, and on billing correspondence. If you are unsure which scheme applies to your operator, Ofcom publishes guidance on its website, and both schemes have online search tools or customer-service contacts that can confirm membership.
Some of the larger UK mobile network operators and virtual network operators (MVNOs) have shifted between schemes at different points, so always verify the current membership at the time you need to make a referral rather than relying on older information. The operator’s own complaints page is legally required to name the approved scheme and provide a link or contact details.
When you can refer a complaint
Before referring to an ADR scheme, you must first give the operator a reasonable opportunity to resolve the dispute directly. Ofcom’s rules set the threshold at eight weeks from the date of your initial complaint, unless the operator issues a deadlock letter before that point. A deadlock letter is written confirmation from the operator that it considers the dispute at an impasse and that further internal escalation will not produce a different outcome. On receipt of a deadlock letter you may refer immediately, without waiting the full eight weeks.
There is also a time limit on the consumer side: complaints must typically be referred to the ADR scheme within 12 months of the deadlock letter or of the eight-week period ending unresolved. Waiting beyond this window may result in the scheme declining to accept the case. Keep records of all correspondence with your operator — dates, reference numbers, written summaries of telephone calls — to demonstrate that the direct-complaint process has been followed.
| Stage | Who acts | Timescale | Key point |
|---|---|---|---|
| Raise complaint with operator | Consumer | Day 1 | Obtain a written complaint reference number |
| Operator investigation period | Operator | Up to 8 weeks | Deadlock letter allows immediate escalation before 8 weeks |
| ADR referral (CISAS or Comms Ombudsman) | Consumer | After 8 weeks or deadlock | Submit evidence pack; free for consumers |
| ADR assessment and investigation | ADR scheme | Typically 4–12 weeks | Both parties submit evidence; adjudicator reviews |
| Decision issued | ADR scheme | Varies by case complexity | Consumer may accept or reject; operator is bound if consumer accepts |
How to submit a CISAS referral
CISAS accepts referrals online via the CEDR website. You will need to provide your name, contact details, the operator’s name, a summary of the complaint, a timeline of events, copies of relevant correspondence (bills, emails, screenshots of live-chat transcripts), and the outcome you are seeking. The more clearly structured and evidenced the submission, the more efficiently the adjudicator can assess it.
CISAS will notify the operator of the referral and request the operator’s case file. Both parties are given an opportunity to present their evidence and arguments. The adjudicator then assesses the case on the balance of evidence and issues a written decision. There is no in-person hearing in the standard CISAS process; the procedure is document-based.
What CISAS can award
The remedies available to a CISAS adjudicator include: a formal apology from the operator; correction of a bill or account record; cancellation of a contract (including any outstanding ETF); provision of a service that was promised but not delivered; and financial compensation for direct financial loss, distress, or inconvenience. The maximum financial award CISAS can make is £10,000, which covers the large majority of consumer disputes. For claims above that threshold, court proceedings would be necessary.
Where the adjudicator finds in the consumer’s favour, the decision is binding on the operator once the consumer formally accepts it. If the consumer rejects the decision — for example because they feel the award is insufficient — they retain the right to pursue the matter through the courts, though they lose the ADR outcome as a settlement. Operators cannot reject an ADR decision that the consumer has accepted.
What this means in practice
Marcus had a running dispute with his mobile operator over £180 in roaming charges he said were applied incorrectly after he had activated a roaming add-on. The operator’s customer service maintained the charges were valid. After eight weeks without resolution, Marcus submitted a CISAS referral, attaching his original add-on confirmation, his billing summary, and a timeline of calls to the operator. Seven weeks later, the adjudicator found in Marcus’s favour, directed the operator to credit the £180 in full and to pay £50 in recognition of the time and inconvenience caused. Marcus accepted the decision; the operator applied the credit to his next bill within ten days.
Related Guides
How we verified this
This article draws on Ofcom’s General Conditions of Entitlement (General Condition C4, which sets the ADR obligation), Ofcom’s published advice on resolving mobile complaints, the CISAS scheme rules published by CEDR, and the Communications Ombudsman’s published terms of reference, all as current at June 2026.
Disclaimer: Kaeltripton.com is an independent UK editorial publisher. We are not regulated by Ofcom or the FCA and we do not sell or arrange mobile services, insurance, or financial products. This content is for general information only and is not legal, financial, or technical advice. Rules, prices, and operator policies change. Verify the current position with Ofcom, GOV.UK, the ICO, or your provider before acting. ICO registered ZC135439. Last reviewed: 2026-06-05.
Frequently Asked Questions
What is the mobile phone ombudsman?
There is no single body called the “mobile phone ombudsman.” UK mobile dispute resolution is provided by two Ofcom-approved alternative dispute resolution (ADR) schemes: CISAS (administered by CEDR) and the Communications Ombudsman (operated by Ombudsman Services). Every Ofcom-licensed mobile provider must belong to one of these two schemes, and each scheme operates independently to adjudicate disputes between consumers and their operators.
How do I complain to CISAS about my mobile operator?
First raise a formal complaint directly with your operator and give it up to eight weeks to resolve the issue, or accept its deadlock letter as your trigger to escalate earlier. Then visit the CEDR/CISAS website, submit the online referral form, and attach your supporting evidence — bills, correspondence, and a clear chronology of events. CISAS will contact the operator and conduct a document-based investigation, typically concluding within a few months.
What can CISAS award in a mobile dispute?
CISAS can direct an operator to issue a formal apology, correct billing errors, cancel a contract or waive an early termination fee, deliver a service that was promised but not provided, and pay financial compensation for direct loss, distress, or inconvenience. The maximum financial award is £10,000 per case. Once a consumer accepts the decision, it is binding on the operator. Consumers who reject the decision retain the right to pursue the matter through the courts.
How long does CISAS take for mobile complaints?
The timeline varies by case complexity. After submission, CISAS typically takes between four and twelve weeks to reach a decision, though straightforward cases may be resolved more quickly and complex disputes involving detailed technical or billing evidence may take longer. The eight-week period with the operator must generally be completed before CISAS accepts the referral, so the total time from initial complaint to an ADR decision is typically three to five months.
Do all mobile operators use CISAS?
No. All Ofcom-licensed mobile operators must belong to an approved ADR scheme, but not all use CISAS — some use the Communications Ombudsman instead. Check your operator’s complaints procedure, terms and conditions, or its website to confirm which scheme it is a member of. Ofcom’s website also lists approved ADR schemes and their member operators. Referring to the wrong scheme will result in the referral being declined and time being lost.
