If you have a complaint about a phone, broadband, fibre or hosted voice service from us and we cannot sort it out, you can take it to an independent adjudicator free of charge. Our scheme is CISAS, the Communications & Internet Services Adjudication Scheme. It is approved by Ofcom and run by CEDR.
When you can use it
- Six weeks have passed since you first complained to us and it is still not resolved, or
- we have written to tell you we have reached deadlock, meaning we can do no more.
You can ask us for a deadlock letter at any point and we will not refuse one unreasonably. You have 12 months from the date we tell you we have reached deadlock to apply.
Who can use it
Home customers, and business customers with ten employees or fewer, for the phone and broadband services we provide. Larger businesses can complain to us in exactly the same way; their route after that is the dispute clause in our business terms. CISAS covers communications services only, so it does not cover EPOS, IT, CCTV, website or solar work. Complaints about those follow our complaints code of practice.
What it costs and what the decision means
It is free for you. If you accept the adjudicator’s decision, it is binding on us. If you do not accept it, you keep all your other rights, including going to court.
Contact CISAS
- Online: cedr.com/consumer/cisas
- Email: cisas@cedr.com
- Phone: 020 7520 3814
- Post: CISAS, CEDR, 100 St Paul’s Churchyard, London EC4M 8BU
Please complain to us first: support@eposni.com or 028 9099 1221. Our full process is in our complaints code of practice.
Last updated 4 October 2026. BRISK Technology and EPOS NI are trading names of Enhuk Limited, registered in Northern Ireland (NI646709), Unit 1 Block A, Scrabo Business Park, Jubilee Road, Newtownards, Co. Down, BT23 4ZP.