Complaints & ADR Code of Practice
We take every complaint seriously. Here's exactly how we handle issues and what independent options are available to you.
1. Introduction
Cader Networks is committed to providing reliable broadband, VoIP, and connectivity services with a high standard of support. We understand that sometimes things go wrong.
This page explains how to raise a complaint, how we handle it, and the independent options available if your issue remains unresolved. It is published in accordance with the Ofcom General Conditions.
1 How to Contact Us
Please get in touch with us first — most issues can be resolved quickly at this stage.
Ty Capel Soar
Machynlleth
SY20 9PA
Please include: your full name, contact details, service address, a clear description of the issue, and any relevant screenshots or documents.
2 Our Complaint Handling Process
- Step 1 – Initial Review: Your complaint is reviewed by our support team and acknowledged within 5 working days.
- Step 2 – Investigation: A dedicated team member investigates, reviewing logs, account notes, and service details. We may contact you for more information.
- Step 3 – Response: We'll provide a clear written response covering what we found, any corrective action taken, and next steps.
Some complex issues may take longer than 10 working days — we'll always keep you updated if this is the case.
3 Escalation — If You're Still Unhappy
Stage 1 – Senior Team Member: Email [email protected] with subject line "Escalation Request". A senior team member will review your case in full.
Stage 2 – Deadlock Letter: If we cannot agree on a resolution, you may request a deadlock letter. This confirms our internal process is exhausted and allows you to take your case to our independent ADR provider.
4 Independent ADR — CISAS
Cader Networks is a member of the CISAS Alternative Dispute Resolution Scheme, operated by the Centre for Effective Dispute Resolution (CEDR).
You can refer your complaint to CISAS if:
- We have issued a deadlock letter, or
- Your complaint has been open for 8 weeks without full resolution
🏛️ CISAS – Communications & Internet Services Adjudication Scheme
Centre for Effective Dispute Resolution (CEDR)
70 Fleet Street, London, EC4Y 1EU
ADR is free of charge for consumers and small businesses. Both Cader Networks and the customer must comply with any decision made by CISAS.
What CISAS Can & Cannot Handle
✓ CISAS CAN handle:
- Billing and contract disputes
- Service faults or delays
- Installation issues
- Customer service complaints
- Mis-selling or incorrect information
- Loss of service
- VoIP / broadband / connectivity disputes
✗ CISAS CANNOT handle:
- Businesses with more than 10 employees
- Infrastructure issues outside our control
- Complaints already decided by a court
- Complaints raised 12+ months after our final decision
Our Commitment to You
- Treat all complaints fairly and without bias
- Work transparently and professionally throughout
- Provide clear reasoning for all decisions
- Keep you informed at every stage
- Assist CISAS with any investigation
- Use feedback to improve our services across Wales
Regulatory Compliance
This Code of Practice is published to comply with:
Guidance from Ofcom: www.ofcom.org.uk/complaints