What are eligible cases?

In summary, CISAS is obliged to accept all applications received and refer them to an adjudicator unless they fall into one of the following thirteen categories:

• Where the claim has been brought by someone who does not fit the definition of a ‘customer’;
• Where the customer’s claim is made against a CP that does not subscribe to CISAS;
• Where the customer’s application is premature (i.e. where the customer has not complained to the CP at all, or where it has been less than eight weeks since the customer first complained to the CP and the CP has not provided the customer with its final position in relation to the dispute);
• Where the customer’s application to CISAS has been submitted more than 12 months from the date on which the company has given notice to the customer that it is unable to resolve the complaint;
• Where the customer’s application contains no aspect relating to bills, the quality of customer service received, communication services provided to customers and any contracts or agreements made thereunder; or premium rate services, Pay TV services, On Demand services and disputes about mobile handsets (by individual, non-business, customers only);
• Where the customer claims a sum of money (or money’s worth, i.e. refunds/credits) that exceeds £10,000.00;
• Where the dispute is, in the opinion of CISAS, more appropriately dealt with by a court, regulatory body, or other formal process;
• Where the dispute is, in the opinion of CISAS, frivolous and/or vexatious;
• Where the customer’s claim is the subject of an existing or previous valid CISAS application;
• Where the dispute has been or is the subject of court proceedings or an alternative independent procedure.
• A dispute that is about the fairness of a subscribing company’s general commercial practices;
• Claims made in respect of any of the following matters: - Damage to property; - Fraud or other criminal matters; - Data protection; - Personal injury; - Discrimination;
• Where the dispute has been previously agreed by the parties to be settled, unless the terms of that settlement have not been fulfilled.

The CISAS Consumer Services Team assesses all applications against the above criteria, and those which do not fall within the scope of the scheme will be withdrawn.