Reports

Case Outcome and Case Category data for Broadband, Landline and Mobile from major telecommunications providers.

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CISAS Case Outcome Data

The Case Outcome data covers companies that are signed up to both CISAS and the Communications Ombudsman. Please note the following definitions: Settled – claims that were resolved in full or in part, consisting of an early resolution between the parties without the matter proceeding to adjudication. Not upheld – claim was not successful. Upheld - claim was successful in full or in part, including cases where the previous offer from company was not exceeded by the adjudicator (please note that from 2026 this data will be split out and categorised as maintained 'company offer was not exceeded').

Broadband Provider
Landline Provider
Mobile Provider

Broadband Provider
Settled
Not upheld
Upheld

TalkTalk
76%
6%
18%

Vodafone
47%
15%
37%

Plusnet
9%
28%
63%

Three
54%
6%
39%

Virgin Media
15%
14%
71%

Broadband Provider
Settled
Not upheld
Upheld

TalkTalk
80%
6%
14%

Vodafone
59%
9%
33%

Plusnet
14%
31%
55%

Tesco
0%
50%
50%

Three
38%
15%
47%

Virgin Media
18%
17%
65%

Broadband Provider
Settled
Not upheld
Upheld

TalkTalk
87%
3%
10%

Vodafone
57%
6%
38%

Plusnet
7%
34%
59%

Three
51%
12%
37%

Virgin Media
21%
15%
65%

Broadband Provider
Settled
Not upheld
Upheld

TalkTalk
83%
4%
13%

Vodafone
45%
8%
47%

Plusnet
11%
47%
42%

Three
60%
8%
32%

Virgin Media
10%
19%
70%

Broadband Provider
Settled
Not upheld
Upheld

TalkTalk
82%
4%
15%

Vodafone
40%
20%
40%

Plusnet
7%
37%
56%

Three
53%
9%
39%

Virgin Media
13%
23%
64%

Broadband Provider
Settled
Not upheld
Upheld

TalkTalk
79%
5%
16%

Vodafone
48%
11%
41%

Plusnet
0%
37%
63%

Shell Energy
10%
30%
60%

Tesco
0%
100%
0%

Three
48%
6%
46%

Virgin Media
15%
15%
70%

Broadband Provider
Settled
Not upheld
Upheld

TalkTalk
79%
3%
18%

Vodafone
48%
11%
41%

Plusnet
3%
44%
53%

Shell Energy
42%
12%
46%

Tesco
0%
0%
100%

Three
52%
5%
42%

Virgin Media
19%
18%
63%

Broadband Provider
Settled
Not upheld
Upheld

TalkTalk
81%
2%
17%

Vodafone
69%
7%
24%

Plusnet
10%
24%
66%

Shell Energy
47%
6%
47%

Tesco
0%
0%
100%

Three
62%
4%
34%

Virgin Media
22%
17%
61%

Landline Provider
Settled
Not upheld
Upheld

TalkTalk
65%
6%
28%

Vodafone
43%
16%
41%

Plusnet
18%
29%
53%

Tesco
0%
0%
100%

Virgin Media
9%
17%
74%

Landline Provider
Settled
Not upheld
Upheld

TalkTalk
80%
5%
15%

Vodafone
62%
8%
31%

Plusnet
0%
21%
79%

Virgin Media
12%
21%
67%

Landline Provider
Settled
Not upheld
Upheld

TalkTalk
85%
1%
14%

Vodafone
77%
0%
23%

Plusnet
0%
50%
50%

Virgin Media
17%
18%
64%

Landline Provider
Settled
Not upheld
Upheld

TalkTalk
88%
3%
9%

Vodafone
49%
14%
37%

Plusnet
14%
29%
57%

Virgin Media
11%
21%
66%

Landline Provider
Settled
Not upheld
Upheld

TalkTalk
80%
6%
14%

Vodafone
41%
14%
45%

Plusnet
0%
22%
78%

Virgin Media
12%
20%
68%

Landline Provider
Settled
Not upheld
Upheld

TalkTalk
82%
3%
15%

Vodafone
40%
6%
53%

Plusnet
0%
54%
46%

Shell Energy
25%
0%
75%

Tesco
0%
100%
0%

Virgin Media
13%
17%
70%

Landline Provider
Settled
Not upheld
Upheld

TalkTalk
82%
2%
16%

Vodafone
50%
6%
44%

Plusnet
12%
35%
53%

Shell Energy
25%
13%
62%

Virgin Media
16%
19%
65%

Landline Provider
Settled
Not upheld
Upheld

TalkTalk
81%
5%
14%

Vodafone
60%
5%
36%

Plusnet
0%
32%
68%

Shell Energy
9%
14%
77%

Three
0%
0%
100%

Virgin Media
22%
17%
61%

Mobile Provider
Settled
Not upheld
Upheld

TalkTalk
75%
0%
25%

Vodafone
35%
27%
38%

Tesco
31%
7%
63%

Three
23%
31%
45%

Mobile Provider
Settled
Not upheld
Upheld

TalkTalk
86%
14%
0%

Vodafone
32%
22%
47%

Tesco
35%
9%
56%

Three
26%
24%
50%

Mobile Provider
Settled
Not upheld
Upheld

TalkTalk
100%
0%
0%

Vodafone
37%
26%
37%

Tesco
17%
10%
72%

Three
33%
27%
40%

Mobile Provider
Settled
Not upheld
Upheld

TalkTalk
100%
0%
0%

Vodafone
28%
27%
45%

Tesco
25%
12%
63%

Three
42%
19%
39%

Mobile Provider
Settled
Not upheld
Upheld

TalkTalk
50%
0%
50%

Vodafone
36%
23%
41%

Tesco
13%
12%
75%

Three
32%
24%
44%

Mobile Provider
Settled
Not upheld
Upheld

TalkTalk
75%
0%
25%

Vodafone
42%
19%
39%

Plusnet
0%
0%
100%

Tesco
25%
4%
72%

Three
36%
18%
46%

Mobile Provider
Settled
Not upheld
Upheld

TalkTalk
100%
0%
0%

Vodafone
44%
18%
38%

Plusnet
0%
0%
100%

Tesco
24%
14%
62%

Three
34%
17%
48%

Mobile Provider
Settled
Not upheld
Upheld

TalkTalk
100%
0%
0%

Vodafone
47%
19%
34%

Plusnet
0%
0%
100%

Tesco
18%
7%
75%

Three
35%
15%
50%

Virgin Media
22%
11%
67%

CISAS Case Category Data

The Case Category data covers companies that are signed up to both CISAS and the Communications Ombudsman. This is based on the customer information when registering a case, therefore may not reflect the true nature of the dispute in some instances. The below data covers Mobile, Landline and Broadband Case Category data for major telecommunications providers.

Broadband Provider
Landline Provider
Mobile Provider

Broadband Provider
Billing
Contract Issues
Customer Service
Service Quality
Equipment
Mis-selling
Security

TalkTalk
27%
25%
19%
23%
3%
3%
0%

Vodafone
24%
19%
17%
24%
3%
13%
1%

Plusnet
15%
8%
14%
43%
18%
3%
0%

Tesco
0%
0%
0%
100%
0%
0%
0%

Three
32%
18%
10%
24%
6%
10%
1%

Virgin Media
33%
14%
15%
24%
10%
3%
1%

Broadband Provider
Billing
Contract Issues
Customer Service
Service Quality
Equipment
Mis-selling
Security

TalkTalk
27%
20%
20%
22%
5%
5%
0%

Vodafone
31%
19%
11%
22%
9%
9%
0%

Plusnet
18%
5%
4%
47%
20%
5%
0%

Tesco
0%
0%
0%
100%
0%
0%
0%

Three
26%
19%
15%
22%
3%
12%
3%

Virgin Media
28%
14%
14%
29%
10%
5%
1%

Broadband Provider
Billing
Contract Issues
Customer Service
Service Quality
Equipment
Mis-selling
Security

TalkTalk
22%
24%
22%
24%
4%
4%
0%

Vodafone
25%
17%
26%
16%
12%
4%
0%

Plusnet
8%
14%
22%
11%
36%
6%
3%

Three
31%
16%
10%
23%
10%
10%
0%

Virgin Media
27%
17%
11%
25%
13%
5%
1%

Broadband Provider
Billing
Contract Issues
Customer Service
Service Quality
Equipment
Mis-selling
Security

TalkTalk
21%
20%
28%
25%
2%
4%
0%

Vodafone
18%
21%
18%
26%
3%
14%
0%

Plusnet
11%
20%
7%
31%
27%
4%
0%

Three
34%
18%
8%
22%
8%
11%
0%

Virgin Media
24%
13%
17%
26%
14%
4%
1%

Broadband Provider
Billing
Contract Issues
Customer Service
Service Quality
Equipment
Mis-selling
Security

TalkTalk
22%
23%
20%
31%
2%
3%
0%

Vodafone
18%
22%
18%
29%
2%
11%
0%

Plusnet
21%
15%
6%
33%
15%
9%
0%

Three
37%
16%
12%
26%
3%
5%
0%

Virgin Media
31%
14%
15%
27%
9%
4%
1%

Broadband Provider
Billing
Contract Issues
Customer Service
Service Quality
Equipment
Mis-selling
Security

TalkTalk
23%
23%
17%
27%
5%
6%
0%

Vodafone
18%
24%
15%
31%
4%
9%
0%

Plusnet
11%
8%
11%
38%
22%
8%
3%

Shell Energy
17%
17%
0%
67%
0%
0%
0%

Three
31%
15%
12%
18%
11%
12%
2%

Virgin Media
28%
18%
21%
20%
8%
4%
1%

Broadband Provider
Billing
Contract Issues
Customer Service
Service Quality
Equipment
Mis-selling
Security

TalkTalk
29%
21%
13%
22%
5%
10%
0%

Vodafone
19%
24%
24%
18%
3%
11%
0%

Plusnet
14%
3%
22%
32%
22%
8%
0%

Shell Energy
26%
13%
22%
26%
9%
4%
0%

Three
33%
21%
9%
21%
7%
9%
1%

Virgin Media
24%
13%
21%
28%
9%
5%
1%

Broadband Provider
Billing
Contract Issues
Customer Service
Service Quality
Equipment
Mis-selling
Security

TalkTalk
26%
21%
13%
23%
8%
8%
0%

Vodafone
21%
19%
19%
24%
6%
10%
0%

Plusnet
16%
12%
14%
30%
28%
0%
0%

Shell Energy
17%
10%
7%
50%
12%
2%
2%

Three
39%
17%
6%
25%
4%
6%
1%

Virgin Media
25%
14%
15%
27%
11%
5%
2%

Landline Provider
Billing
Contract Issues
Customer Service
Service Quality
Equipment
Mis-selling
Security

TalkTalk
25%
22%
20%
26%
5%
3%
0%

Vodafone
19%
19%
19%
24%
8%
11%
0%

Plusnet
47%
0%
12%
35%
6%
0%
0%

Virgin Media
37%
19%
16%
17%
4%
5%
3%

Landline Provider
Billing
Contract Issues
Customer Service
Service Quality
Equipment
Mis-selling
Security

TalkTalk
26%
19%
23%
22%
3%
7%
1%

Vodafone
27%
12%
15%
23%
19%
4%
0%

Plusnet
19%
0%
19%
31%
31%
0%
0%

Virgin Media
37%
18%
13%
22%
2%
6%
1%

Landline Provider
Billing
Contract Issues
Customer Service
Service Quality
Equipment
Mis-selling
Security

TalkTalk
23%
23%
22%
23%
5%
3%
1%

Vodafone
32%
9%
32%
14%
14%
0%
0%

Plusnet
18%
0%
0%
27%
45%
9%
0%

Virgin Media
37%
24%
15%
17%
4%
3%
0%

Landline Provider
Billing
Contract Issues
Customer Service
Service Quality
Equipment
Mis-selling
Security

TalkTalk
22%
13%
29%
28%
4%
5%
0%

Vodafone
6%
26%
26%
23%
3%
17%
0%

Plusnet
27%
0%
9%
36%
27%
0%
0%

Virgin Media
38%
25%
10%
18%
4%
4%
1%

Landline Provider
Billing
Contract Issues
Customer Service
Service Quality
Equipment
Mis-selling
Security

TalkTalk
20%
24%
18%
27%
6%
4%
1%

Vodafone
14%
14%
10%
45%
7%
10%
0%

Plusnet
25%
25%
0%
0%
13%
0%
38%

Virgin Media
34%
25%
16%
1%
4%
5%
15%

Mobile Provider
Billing
Contract Issues
Customer Service
Service Quality
Equipment
Mis-selling
Security

TalkTalk
14%
21%
26%
29%
7%
3%
0%

Vodafone
11%
26%
26%
28%
2%
8%
0%

Plusnet
20%
20%
13%
33%
13%
0%
0%

Shell Energy
67%
0%
33%
0%
0%
0%
0%

Virgin Media
30%
23%
19%
16%
4%
7%
1%

Landline Provider
Billing
Contract Issues
Customer Service
Service Quality
Equipment
Mis-selling
Security

TalkTalk
36%
23%
8%
23%
8%
3%
0%

Vodafone
7%
18%
39%
25%
0%
11%
0%

Plusnet
7%
14%
7%
36%
14%
21%
0%

Shell Energy
42%
0%
8%
42%
0%
8%
0%

Virgin Media
32%
19%
19%
19%
3%
8%
0%

Landline Provider
Billing
Contract Issues
Customer Service
Service Quality
Equipment
Mis-selling
Security

TalkTalk
19%
21%
18%
22%
10%
10%
0%

Vodafone
7%
23%
23%
25%
12%
10%
0%

Plusnet
23%
12%
23%
23%
4%
15%
0%

Shell Energy
26%
0%
4%
52%
13%
4%
0%

Three
0%
0%
100%
0%
0%
0%
0%

Virgin Media
34%
15%
18%
22%
4%
6%
1%

Mobile Provider
Billing
Contract Issues
Customer Service
Service Quality
Equipment
Mis-selling
Security

TalkTalk
50%
25%
25%
0%
0%
0%
0%

Vodafone
26%
22%
18%
18%
4%
10%
3%

Tesco
25%
11%
25%
22%
4%
5%
8%

Three
41%
15%
10%
15%
3%
9%
8%

Mobile Provider
Billing
Contract Issues
Customer Service
Service Quality
Equipment
Mis-selling
Security

TalkTalk
43%
0%
29%
29%
0%
0%
0%

Vodafone
33%
16%
12%
16%
13%
9%
2%

Plusnet
0%
0%
0%
0%
0%
0%
0%

Tesco
19%
10%
17%
27%
8%
6%
14%

Three
32%
16%
10%
22%
6%
7%
8%

Mobile Provider
Billing
Contract Issues
Customer Service
Service Quality
Equipment
Mis-selling
Security

TalkTalk
0%
33%
33%
33%
0%
0%
0%

Vodafone
37%
18%
13%
17%
4%
11%
1%

Tesco
23%
11%
23%
31%
3%
0%
8%

Three
35%
16%
11%
20%
3%
8%
8%

Mobile Provider
Billing
Contract Issues
Customer Service
Service Quality
Equipment
Mis-selling
Security

TalkTalk
0%
0%
0%
100%
0%
0%
0%

Vodafone
28%
24%
15%
22%
2%
8%
1%

Plusnet
0%
100%
0%
0%
0%
0%
0%

Tesco
15%
13%
27%
25%
3%
7%
9%

Three
39%
13%
11%
18%
4%
8%
7%

Mobile Provider
Billing
Contract Issues
Customer Service
Service Quality
Equipment
Mis-selling
Security

TalkTalk
38%
25%
13%
25%
0%
0%
0%

Vodafone
29%
19%
14%
21%
6%
10%
1%

Plusnet
100%
0%
0%
0%
0%
0%
0%

Tesco
12%
10%
15%
8%
8%
8%
37%

Three
37%
15%
13%
7%
5%
7%
15%

Mobile Provider
Billing
Contract Issues
Customer Service
Service Quality
Equipment
Mis-selling
Security

TalkTalk
0%
75%
0%
25%
0%
0%
0%

Vodafone
29%
21%
12%
22%
7%
8%
1%

Plusnet
33%
67%
0%
0%
0%
0%
0%

Tesco
13%
7%
18%
49%
5%
3%
5%

Three
36%
17%
15%
14%
3%
9%
5%

Mobile Provider
Billing
Contract Issues
Customer Service
Service Quality
Equipment
Mis-selling
Security

TalkTalk
0%
67%
33%
0%
0%
0%
0%

Vodafone
31%
24%
11%
21%
6%
6%
1%

Plusnet
67%
33%
0%
0%
0%
0%
0%

Tesco
13%
12%
16%
51%
0%
1%
6%

Three
36%
13%
16%
18%
2%
10%
5%

Mobile Provider
Billing
Contract Issues
Customer Service
Service Quality
Equipment
Mis-selling
Security

TalkTalk
100%
0%
0%
0%
0%
0%
0%

Vodafone
38%
22%
6%
16%
8%
5%
4%

Plusnet
100%
0%
0%
0%
0%
0%
0%

Tesco
14%
7%
21%
47%
4%
0%
7%

Three
35%
13%
16%
21%
2%
6%
7%

Virgin Media
33%
6%
22%
17%
0%
11%
11%

ADR Entity Reports

ADR Entity reports for CISAS. These include Annual reports and Biennial reports.

ADR Entity Reporting - AR 2023 - 2024

PDF /

ADR Entity Reporting - AR 2022-23

PDF /

ADR Entity Reporting - AR 2021-22

PDF /

ADR Entity Reporting - AR 2020-21

PDF /

ADR Entity Reporting - AR 2019-20

PDF /

ADR Entity Reporting - AR 2018-19

PDF /

ADR Entity Reporting - AR 2017-18

PDF /

ADR Entity Reporting - AR 2016-17

PDF /

Biennial Report 2021-23

PDF /

Biennial Report 2019-21

PDF /

Biennial Report 2017-19

PDF /

Biennial Report 2015-17

PDF /

Annual Report Jul 2024 - Jun 2025

PDF /

Biennial Report 2023 - 2025

PDF /

Independent Reviewer Reports

The Independent Reviewer is not based at CEDR, nor are they part of that organisation. There are two aspects to the Independent Reviewer’s role. They can consider individual complaints about certain aspects of the level of service provided by CISAS. They conduct overall reviews of service complaints and produce an interim and an annual report which will be published on this page.

CISAS Review Jan - Dec 2025

PDF /

CISAS Review Jan - Dec 2024

PDF /

CISAS Review July - Dec 2023

PDF /

CISAS Review Jan - June 2023

PDF /

CISAS Review July - Dec 2022

PDF /

CISAS Review Jan - June 2022

PDF /

CISAS Interim Review Jan - Jun 2021

PDF /

CISAS Review for 2021

PDF /

CISAS Review for 2020

PDF /

CISAS Interim Review Jan - Jun 2020

PDF /

CISAS Review 2019

PDF /

CISAS Interim Review Jan - June 2019

PDF /

CISAS Review Jan -June 2025

PDF /

Key Performance Indicators

Throughout the year we publish reports on a quarterly basis showing our performance against Key Performance Indicators (KPIs) which have been agreed between CISAS and Ofcom.

2025
2024
2023
2022

Performance Indicator
Target
Q1
Q2
Q3
Q4

More than 85% of calls to be answered in less than two minutes.
>85%
99%
99%
99%
99%

More than 95% of calls to be answered in less than five minutes.
>95%
100%
100%
100%
100%

Percentage of digital correspondence to be replied to within three working days (from 1 October).
>90%
-
-
-
98%

Percentage of written correspondence to be replied to within ten days.
100%
100%
100%
100%
100%

More than 95% of case decisions to be issued within six weeks of the case being accepted.
>95%
98%
98%
97%
98%

Less than 1% of case decisions to be issued later than eight weeks after the case has been accepted.
<1%
0.60%
0.67%
0.87%
0.51%

Performance Indicator
Target
Q1
Q2
Q3
Q4

More than 80% of calls to be answered in less than two minutes.
>80%
99%
99%
99%
99%

More than 90% of calls to be answered in less than five minutes.
>90%
100%
100%
100%
100%

Percentage of written correspondence to be replied to within ten days.
100%
100%
100%
100%
100%

More than 90% of case decisions to be issued within six weeks of the case being accepted.
>90%
99%
98.7%
98.6%
98.4%

Less than 1% of case decisions to be issued later than eight weeks after the case has been accepted.
<1%
0.2%
0.30%
0.18%
0.6%

Performance Indicator
Target
Q1
Q2
Q3
Q4

More than 80% of calls to be answered in less than two minutes.
>80%
99%
99%
99%
99%

More than 90% of calls to be answered in less than five minutes.
>90%
100%
100%
100%
100%

Percentage of written correspondence to be replied to within ten days.
100%
100%
100%
100%
100%

More than 90% of case decisions to be issued within six weeks of the case being accepted.
>90%
97%
98%
98%
97%

Less than 1% of case decisions to be issued later than eight weeks after the case has been accepted.
<1%
0.5%
0.2%
0.4%
0.6%

Performance Indicator
Target
Q1
Q2
Q3
Q4

More than 80% of calls to be answered in less than two minutes.
>80%
98%
99%
99%
99%

More than 80% of calls to be answered in less than two minutes.
>80%
98%
99%
99%
99%

More than 90% of calls to be answered in less than five minutes.
>90%
100%
100%
100%
100%

Percentage of written correspondence to be replied to within ten days.
100%
100%
100%
100%
100%

More than 90% of case decisions to be issued within six weeks of the case being accepted.
>90%
94%
96%
95%
95%

Less than 1% of case decisions to be issued later than eight weeks after the case has been accepted.
<1%
0.85%
0.94%
0.80%
0.92%

Customer Satisfaction Survey

The following statistics are taken from the CEDR Customer Satisfactory Survey. Number of respondents: 559

Case Settled
Case Offer Made
Adjudication Outcome
Understanding
Process Satisfaction

1st February 2025 - 28th February 2026
Yes
No

After your application was accepted by CEDR for review, did the company offer to settle your complaint?
74%
26%

1st February 2025 - 28th February 2026
Of the cases that had an offer made

Offer accepted
88%

Offer declined and proceeded to adjudication/arbitration
12%

1st February 2025 - 28th February 2026
Of the cases that had an offer made

Claim succeeded in full
52%

Claim succeeded in part
18%

Claim did not succeed
30%

1st February 2025 - 28th February 2026
Easy
Neither
Difficult

How easy was the offer of settlement to understand?
72%
17%
11%

How easy was it to understand the written decision?
67%
15%
18%

1st February 2025 - 28th February 2026
Satisfied
Neither
Dissatisfied

Satisfaction with CEDR process prior to case outcome
71%
11%
17%

Overall – Satisfaction with the process at CEDR after case outcome
70%
6%
24%

Settled Case - Satisfaction with the process at CEDR?
84%
8%
9%

Adjudicated Case (in favour of customer) - Satisfaction with the process at CEDR?
82%
7%
11%

Adjudicated Case (in favour of company) - Satisfaction with the process at CEDR?
7%
7%
86%

Reports

CISAS Case Outcome Data

CISAS Case Category Data

ADR Entity Reports

ADR Entity Reporting - AR 2023 - 2024

ADR Entity Reporting - AR 2022-23

ADR Entity Reporting - AR 2021-22

ADR Entity Reporting - AR 2020-21

ADR Entity Reporting - AR 2019-20

ADR Entity Reporting - AR 2018-19

ADR Entity Reporting - AR 2017-18

ADR Entity Reporting - AR 2016-17

Biennial Report 2021-23

Biennial Report 2019-21

Biennial Report 2017-19

Biennial Report 2015-17

Annual Report Jul 2024 - Jun 2025

Biennial Report 2023 - 2025

Independent Reviewer Reports

CISAS Review Jan - Dec 2025

CISAS Review Jan - Dec 2024

CISAS Review July - Dec 2023

CISAS Review Jan - June 2023

CISAS Review July - Dec 2022

CISAS Review Jan - June 2022

CISAS Interim Review Jan - Jun 2021

CISAS Review for 2021

CISAS Review for 2020

CISAS Interim Review Jan - Jun 2020

CISAS Review 2019

CISAS Interim Review Jan - June 2019

CISAS Review Jan -June 2025

Key Performance Indicators

Customer Satisfaction Survey

Help & Guides

Meet the Team

Companies Covered