ISPs are required by the Communications Act to be a member of a ADR (alternate Dispute Resolution Service) and abide by its rullings.
Fast4 eventually got around to joining Cisas http://www.cisas.org.uk/Members.asp
If you are unable to resolve a dispute with the ISP you can escalate it after 3 months or when the ISP sends a letter indicating a deadlock.
Oh and the ISP picks up all of CISAS's case costs and you are not bound by CISAS's descision, but the ISP is.
Thanks Mel, very informative.























