Alternative dispute resolution – CISAS
Sky will always try to resolve complaints as quickly as possible. However, if we’ve not resolved your complaint to your satisfaction eight weeks after you first made your complaint to us, or if you’ve received a letter from us saying that your complaint has reached deadlock as there’s nothing more we can do to resolve your complaint, you have the right to take your complaint to an alternative dispute resolution scheme.
Sky is a member of two independent alternative dispute resolution schemes, the Communications and Internet Services Adjudication Scheme (CISAS) and the Financial Ombudsman Service. Sky will advise you which Alternative Dispute Resolution provider you need based on which of our products relates to your complaint.
CISAS will review your complaint and if it decides that your complaint is justified, we will act on any decision it makes and put things right for you.
If your complaint remains unresolved after eight weeks, we’ll send you a written reminder of your right to go to CISAS. We’ll also send you a deadlock letter on your request, unless there are further steps we can take to resolve your complaint in a timely manner. We will not, however, send you a reminder or issue you a deadlock letter if your complaint is vexatious or outside the jurisdiction of the scheme.
Once we’ve written to you advising of your right to contact CISAS, you must do so within 12 months.
What types of complaints will be accepted?
Complaints relating to Sky Broadband, Sky Talk, Sky TV, Sky Mobile or our complaints handling process may be accepted by CISAS, but in most cases, an agreement can be reached between you and us. Please see our customer complaints codes of practice for more information.
For details on which types of complaints CISAS can’t deal with, please head to the CISAS website. And for complaints relating to credit agreements taken out with Sky for the purchase of a mobile phone or our complaints handling process for these complaints, see our Alternative dispute resolution – Financial Ombudsman Service article.
CISAS can be contacted in any of the following ways:
Centre for Effective Dispute Resolution
70 Fleet Street
By telephone: 020 7520 3827
By textphone: 020 7520 3767
By fax: 0845 1308 117
By email: firstname.lastname@example.org
Visit the website: www.cedr.com/cisas
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