CEDR provides independent alternative dispute resolution for consumers when they experience problems with subscribing companies.

CEDR manages the Communications & Internet Services Adjudication Scheme (CISAS) and the Aviation Adjudication Scheme. CISAS is approved by Ofcom and the Aviation Adjudication Scheme is approved by the Civil Aviation Authority (CAA).

Before you begin registering your complaint, please ensure you have read the Scheme Rules, Guidance Notes and Guide for Inconvenience and Distress (for CISAS). These are important documents for all users of the scheme.

For these services we use a process called adjudication to resolve disputes. This is a process by which an adjudicator, who has a legal background, weighs up the documents and evidence provided by the customer and the company in order to reach a final decision. The adjudicator will take into account the law relevant to the subject matter of the dispute at hand. The adjudicator’s decision is binding upon both parties if the customer chooses to accept it. If the customer chooses not to accept the decision, it will have no binding effect on either party. Please note that once a decision is issued it cannot be appealed or reviewed under any circumstances.

CEDR deliver an accessible and transparent service and all information available on the online portal can be seen by the customer, the company and CEDR. We aim to have final decisions issued within 4 to 6 weeks of referring the case to the company. Please note we do not take sides. ​

If you have any questions or require assistance please contact our Enquiries and Administration Team Monday to Friday, 9am to 5pm or via email at cisas@cedr.com (for CISAS) and aviation@cedr.com (for the Aviation Adjudication Scheme). ​