Daisy Communications Complaints: The CISAS Escalation Path Explained

A Complaint You Do Not Escalate Is a Complaint the Provider Can Ignore

If you have a dispute with Daisy Communications that is not being resolved, the single biggest mistake you can make is to stay on the phone trying to sort it out. The telecoms industry has a formal complaint-and-escalation framework, and if you do not use it, you do not get the leverage it provides.

We are Compare The Networks, an independent, OFCOM-regulated business telecoms comparison service. This article walks you through the full complaint path: formal complaint, deadlock, CISAS adjudication and OFCOM reporting. It applies whether your dispute is about misselling, billing, service failure, price increases, or anything else.

For the wider Daisy hub, start at our Daisy Communications reviews and alternatives page.

The Rule That Underpins Every Successful Complaint

Keep everything in writing. Never accept a verbal resolution.

Every step that follows depends on this. CISAS adjudicators review evidence on file. If your complaint is a sequence of phone calls with no paper trail, you have nothing. If your complaint is a sequence of emails with timestamps, clear statements of facts and saved attachments, you have leverage.

If Daisy calls you about your complaint — and they will — say: "Please put that in writing and email it to me. I want to review it before responding."

Step 1: The Formal Complaint (In Writing)

Where to Send

Daisy Communications publishes a complaints procedure and contact details. The current complaints email or postal address should be on their website — search for "Daisy Communications complaints code of practice" or similar. Use the official channel.

What to Include

A good formal complaint has six parts:

1. Account reference. Your account number, company name, and contract reference if known.

2. Date of contract. When you signed, and by what means (DocuSign, wet signature, renewal, etc).

3. The facts of the dispute. Clear, chronological, factual. Dates, amounts, what was said, what was done.

4. What the contract or law says. Reference the specific clause, the specific regulation or the specific consumer-protection rule.

5. What you are asking for. Cancellation? Refund? Credit? Release of numbers? Be specific.

6. How you want to be contacted. Email only, in writing. State this clearly.

Example Opening

"Dear Daisy Communications,

I am writing to raise a formal complaint under your published complaints procedure. This complaint concerns [account / service reference].

On [date] I signed a [service] contract with Daisy. [Describe the dispute in 2-4 sentences.]

I consider this to be [misrepresentation / breach of contract / incorrect billing / etc] and I am asking for the following remedy: [specific remedy].

Please respond in writing to this email address. I am not available for phone calls about this matter.

Yours faithfully..."

What Happens Next

Daisy's complaints team should acknowledge receipt and investigate. Under industry codes, they should aim to resolve most complaints within a few working days, with a formal written response within a reasonable period.

Step 2: If the Response Is Unsatisfactory

If Daisy's response does not resolve the complaint — either because they reject it, or because they offer something you do not accept — reply in writing and escalate internally. Ask for the complaint to be reviewed by a senior or complaints-team manager.

Keep every email. Keep every letter. Keep every attachment.

Step 3: Deadlock Letter

If internal escalation fails, request a deadlock letter. This is a formal written statement from Daisy that the complaint is not going to be resolved between you. The deadlock letter opens the door to CISAS escalation immediately.

If Daisy declines to issue a deadlock letter, or 8 weeks pass from the date of your original complaint, you can go to CISAS regardless.

Step 4: CISAS Escalation

What CISAS Is

CISAS (Communications and Internet Services Adjudication Scheme) is the independent Alternative Dispute Resolution (ADR) body for UK telecoms. It is approved by OFCOM. It is free for consumers and small businesses. Its adjudications are binding on the provider.

Daisy Communications is a CISAS member. That is why this path is available.

How to File

Go to cisas.org.uk and complete the online claim form. You will need to upload:

Your original written complaint
Daisy's response (if any)
The deadlock letter (if you have one) or evidence that 8 weeks have passed
Your contract and any quotes or proposals
All relevant emails
Bills showing disputed charges
Any other evidence (call recordings, screenshots, notes of calls)

The Adjudication

CISAS will assign an adjudicator, who will review the evidence. Daisy will be given the opportunity to respond. The adjudicator makes a written decision, usually within a few weeks.

What CISAS Can Award

Depending on the case, CISAS can order:

Cancellation of the contract with no early termination fee
Refund of charges paid
Amendment of future charges
Financial compensation (capped — check current limits on cisas.org.uk)
Formal written apology
Release of phone numbers

Enforcement

If CISAS rules in your favour, Daisy is required to comply. If they fail to do so, CISAS has enforcement procedures. This is why CISAS is so powerful — the provider cannot just ignore a ruling.

Step 5: OFCOM Reporting

OFCOM does not adjudicate individual disputes. That is CISAS's job. But OFCOM monitors industry patterns and uses reports to inform regulation.

If you have a complaint against Daisy, report it at ofcom.org.uk even if you are also going to CISAS. Complaint reports feed directly into OFCOM's quarterly telecoms complaint data, which is published publicly and affects the provider's standing in the industry.

Reporting takes a few minutes. It matters.

Common Dispute Types and Which Route to Take

Misselling

Evidence-gather: sales call recording (request under GDPR), original quote or proposal, sales emails, notes of the call. Complaint → CISAS. See our Daisy misselling article.

Billing Disputes

Evidence-gather: disputed invoice, prior invoices, emails about the charge, contract clause referenced. Complaint → CISAS. See our Daisy billing disputes article.

Service Outages

Evidence-gather: dates and durations of outages, screenshots of service status, impact on your business. Complaint → CISAS if unresolved. See our Daisy broadband problems article.

Price Increases

Evidence-gather: contract price clause, the notice you received, the increase amount. Complaint → CISAS. See our Daisy price increases article.

Early Termination Fees

Evidence-gather: the ETF calculation, the contract clause, any evidence of misselling or breach. Complaint → CISAS. See our Daisy early termination fee article.

Debt Collection on Disputed Invoices

Evidence-gather: the written dispute, timestamps, any line suspension threats. Complaint → CISAS. You can pay "under protest" to keep service running.

What to Do If Daisy Threatens to Suspend Your Service

Line suspension threats during a dispute are a common complaint on uk.trustpilot.com/review/daisycomms.co.uk. If you are in this situation:

Pay under protest to keep service running. Confirm in writing that the payment is without prejudice to your dispute.
Continue the formal complaint.
Include the suspension threat in your evidence to CISAS. It strengthens your case.
Do not let the dispute lapse. Follow through.

Timeline: What to Expect

Week 1: Formal complaint sent in writing
Weeks 2-4: Daisy acknowledges and investigates
Weeks 4-6: Daisy responds, or you escalate internally
Weeks 6-8: If unresolved, request deadlock letter
Week 8+: File with CISAS
Weeks 10-20: CISAS adjudication process
Within 28 days of CISAS ruling: Daisy required to comply

Timings vary. The industry code gives 8 weeks in total for the provider to resolve before CISAS can be invoked.

If You Prefer to Leave Instead

If going through CISAS is more hassle than you want, your alternative is to wait out the contract, switch at the end, and never return. Our leave Daisy Communications guide walks through this.

If you are mid-contract and want to leave early, see our Daisy early termination fee article for the arithmetic.

Frequently Asked Questions

How do I make a formal complaint to Daisy Communications?

Send a formal written complaint (email is fine) to Daisy's complaints address, including your account details, a clear description of the dispute, the remedy you want, and a statement that you want responses in writing only. Do not rely on phone calls.

What is a deadlock letter and do I need one?

A deadlock letter is a formal written statement from Daisy that your complaint is not going to be resolved internally. You can use it to escalate to CISAS immediately. If Daisy will not issue one, you can go to CISAS 8 weeks after your original complaint was made.

How long does CISAS take?

CISAS adjudication timings vary but are typically a few weeks to a couple of months from filing. Check cisas.org.uk for current turnaround figures.

Is CISAS free for small businesses?

Yes — CISAS is free for consumers and small businesses. Check cisas.org.uk for current eligibility and any financial limits on awards.

Can Daisy suspend my service during a dispute?

Some reviewers describe receiving line suspension threats during disputes. You can pay the disputed amount "under protest" to keep service running and pursue the dispute via CISAS. State in writing that the payment is without prejudice.

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About this article. Claims reported here are attributed to public reviews on Trustpilot and similar platforms. They represent the opinions of the reviewers cited, not statements of fact by Compare The Networks. Brands named may dispute these claims. If you are a brand representative who believes any content requires correction, please contact us.

Daisy Communications Complaints: CISAS Escalation & OFCOM Reporting (2026)