{"id":28005,"date":"2021-08-08T00:01:48","date_gmt":"2021-08-07T23:01:48","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=28005"},"modified":"2021-08-03T12:25:57","modified_gmt":"2021-08-03T11:25:57","slug":"performance-of-uk-broadband-complaints-handlers-compared","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2021\/08\/performance-of-uk-broadband-complaints-handlers-compared.html","title":{"rendered":"Performance of UK Broadband Complaints Handlers Compared"},"content":{"rendered":"<p>The UK telecoms regulator, <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/ofcom\" target=\"_blank\">Ofcom<\/a>, recently published updated Key Performance Indicator (KPI) statistics for the broadband and mobile market&#8217;s only two approved Alternative Dispute Resolution (ADR) providers, which are independent ombudsman services that help consumers to resolve complaints when ISPs fail to do so.<!--more--><\/p>\n<p>At present <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/ofcom\" target=\"_blank\">Ofcom<\/a> requires all telecoms providers to become members of an approved ADR scheme &#8211; <strong>CISAS<\/strong> or <strong>Ombudsman Services<\/strong> (OS). The schemes are free for consumers to access and designed to supplement (not replace) an ISPs own internal complaint procedure(s), although ISPs often have to pay sizeable costs regardless of whether they win or lose a case.<\/p>\n<p>The ADR process is typically seen as a last line of defence for consumers &#8211; before court action (the last resort) &#8211; and thus such schemes are generally only used after a dispute has gone unresolved for 8 weeks (i.e. the &#8220;<em>Deadlock Letter<\/em>&#8221; stage), or less with agreement from the provider. Please see our <strong><a href=\"https:\/\/www.ispreview.co.uk\/new\/complain\/\" target=\"_blank\" rel=\"noopener noreferrer\">ISP Complaints and Advice<\/a><\/strong> section for more information.<\/p>\n<p>Suffice to say that it&#8217;s sometimes interesting to see how both of the ADR providers are actually performing and the latest statistics highlight a few weaknesses, although much of that will have been caused by disruption due to the <strong>COVID-19<\/strong> lockdowns, and related restrictions. But broadly, CISAS seems to be doing well, while OS has struggled in a couple of key areas.<\/p>\n<p><img decoding=\"async\" class=\"ngg-singlepic ngg-none\" style=\"padding: 0px; width: 100%;\" src=\"https:\/\/www.ispreview.co.uk\/wp-content\/gallery\/2021-uk-internet-statistics\/Ofcom-ADR-Company-Performance-to-Q2-2021.png\" alt=\"Ofcom-ADR-Company-Performance-to-Q2-2021\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>The UK telecoms regulator, Ofcom, recently published updated Key Performance Indicator (KPI) statistics for the broadband and mobile market&#8217;s only two approved Alternative Dispute Resolution (ADR) providers, which are independent ombudsman services that help consumers to resolve complaints when ISPs fail to do so.<\/p>\n","protected":false},"author":1,"featured_media":20125,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[107,36,34],"class_list":["post-28005","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-adr","tag-ofcom-regulation","tag-statistics"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.3 - 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