Thank you for your interest in this research. Your views are important to us and we would like to hear more about your experience.
Background
Alternative dispute resolution (ADR) schemes are independent bodies that carry out an impartial assessment of complaints between a customer and their communications provider, then reach a decision based on the information submitted by both parties. These schemes are free to use.
You can take your complaint to an ADR scheme if:
- you have already raised it with your provider and it is still unresolved; and
- it has been at least eight weeks since you made the initial complaint to your provider or you’ve been unable to reach an agreement with them and you have received a deadlock letter.
As the regulator for communications in the UK, it’s Ofcom’s job to make sure that ADR schemes offer an accessible, fair and efficient service. We have just started a formal review of the two approved schemes, the Communications Ombudsman (CO) and the Communication & Internet Services Adjudication Scheme (CISAS). To support our review, this research will give us a better understanding of how customers experience using ADR schemes.
Why have I been asked to take part?
Your complaint to your communications provider has recently been accepted by an ADR scheme. The scheme that has taken your case will have invited you to take part. This invitation came either in the case acceptance email or letter you received, or on the call you had with them.
How does it work?
Ofcom is working with Jigsaw (an independent market research agency) and their partner Take Part in Research for this project.
Jigsaw will ask you to track your progress as the ADR scheme handles your complaint. Every now and then, they will ask you for your views on the experience. Your answers will be completely confidential and your provider will not be able to identify you.
This research is being carried out in accordance with the MRS Code of Conduct. You will need to agree to Ofcom, Jigsaw and Take Part in Research’s privacy notices before you can take part.
What if I have more questions?
If you would like to know more about the research and how your responses will be used, please email marketresearch@ofcom.org.uk (quoting ‘Ofcom ADR Research’ in your subject line).