Phone and broadband ADR schemes

On the programme on 22 January 2026, Lisa Webb from Which? was in HQ to talk about how you can resolve a problem with a phone or broadband provider by taking your case to an Alternative Dispute Resolution scheme.

You can do this if it’s been eight weeks since you first complained, or you’ve been unable to reach agreement and have received a ‘deadlock’ letter from the company.

There are two ADR schemes in the phone and broadband sector, CISAS and Communications Ombudsman.

For details on which scheme your provider belongs to, you should visit the website of independent regulator Ofcom, which contains a full list. This link will take you to the relevant page of the Ofcom website.