Alternative Dispute Resolution (ADR) – CISAS
Last updated: March 2026
If you have raised a complaint with us and we have not been able to resolve it to your satisfaction, you may be entitled to refer your complaint to our independent Alternative Dispute Resolution (ADR) scheme.
ADR provides a free and independent way to resolve disputes between communications providers and their customers when the provider’s internal complaints process has not resolved the issue.
Our ADR Scheme
Our ADR provider is:
CISAS – Communications and Internet Services Adjudication Scheme
CISAS is operated by the Centre for Effective Dispute Resolution (CEDR).
CISAS contact details:
Website
https://www.cedr.com/consumer/cisas/
Submit a complaint
https://www.cedr.com/consumer/cisas/make-a-complaint/
Email
cisas@cedr.com
Telephone
020 7520 3814
Postal address
CEDR Services Ltd
100 St Paul’s Churchyard
London
EC4M 8BU
United Kingdom
The Very Good Telephone Company Limited is an active member of CISAS, listed under:
The Very Good Telephone Company / SimToRoam / VGTelco
What is ADR?
ADR (Alternative Dispute Resolution) is an independent process that allows a neutral third party to review a dispute between a communications provider and a customer.
ADR is designed to:
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provide an impartial review of a complaint
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ensure both sides can present their evidence
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reach a fair and reasonable decision
ADR decisions are binding on the provider, but not binding on the customer.
This means that if the ADR decision finds in your favour, we must comply with the decision. You remain free to pursue other options if you do not accept the outcome.
ADR is free of charge for eligible consumers.
When can I refer a complaint to CISAS?
Before taking a complaint to ADR you must first give us the opportunity to investigate and resolve the issue.
You may normally refer your complaint to CISAS if:
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we issue you with a deadlock letter, confirming that we cannot resolve the complaint, or
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your complaint remains unresolved after the required waiting period.
For complaints raised before 8 April 2026, the waiting period is 8 weeks.
For complaints raised on or after 8 April 2026, the waiting period will be 6 weeks.
What types of complaints can CISAS consider?
CISAS may consider disputes relating to communications services, including issues such as:
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billing disputes
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service quality problems
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activation or provisioning issues
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contract disputes
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customer service complaints
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complaint handling issues
CISAS will determine whether a complaint falls within its jurisdiction based on its scheme rules.
How to submit a complaint to CISAS
If you wish to refer your complaint to CISAS, you can submit your complaint using the online complaint form available on the CISAS website.
The typical process works as follows:
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You first raise your complaint with us.
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We investigate the issue and attempt to resolve it.
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If the complaint remains unresolved, you may become eligible to use ADR.
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You submit your complaint to CISAS.
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CISAS reviews the complaint and confirms whether it can proceed.
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Both parties may provide information and evidence.
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CISAS issues an independent decision.
Further information about the process can be found on the CISAS website.
Need help before escalating to ADR?
If you would like us to review or clarify anything before escalating your complaint, please contact us.
Support email
support@simtoroam.com
You can also refer to our Complaints Code of Practice, which explains how we handle complaints internally before ADR.
About us
The services on this website are provided by:
The Very Good Telephone Company Limited
Trading as SimToRoam, SimAllOver and VGTELCO
Company number: 07724361
Registered office
Suite 3, Aireside House
Aireside Business Centre
Royd Ings Avenue
Keighley
West Yorkshire
BD21 4BZ
United Kingdom
Ofcom Registered Provider (RID): FLY
Support: support@simtoroam.com
Technical Support: Admin@vgtelco.com