ADR schemes' performance

01 June 2021

In the statement  (PDF, 331.9 KB) concluding our 2017 Review of CISAS and OS, we committed to publish both schemes’ Key Performance Indicator (KPI) results on a quarterly basis. This ensures that stakeholders have greater awareness of, and can scrutinise, the schemes’ performance.

The KPIs that we measure and the scheme’ performance for each quarter from Q2 2020 is recorded below:

OS performance against KPIs

KPI Q2 2020**
(Apr to Jun)
Q3 2020
(Jul to Sept)
Q4 2020
(Oct to Dec)
Q1 2021
(Jan to Mar)
More than 80% of calls to be answered in two minutes 83% 83%79% 83%
More than 90% of calls to be answered in less than five minutes 95% 97%92% 95%
100% of written correspondence to be replied to within ten days 100% 100%100% 100%
More than 90% of case decisions* to be issued within six weeks of the case being accepted 56% 57%32% 37%
Less than 1% of case decisions* to be issued later than eight weeks after the case has been accepted 25% 33%50% 21%

CISAS performance against KPIs

KPI Q2 2020**
(Apr to Jun)
Q3 2020
(Jul to Sept)
Q4 2020
(Oct to Dec)
Q1 2021
(Jan to Mar)
More than 80% of calls to be answered in two minutes 94% 96% 97% 97%
More than 90% of calls to be answered in less than five minutes 100% 100% 100% 100%
100% of written correspondence to be replied to within ten days 97% 100% 100% 100%
More than 90% of case decisions* to be issued within six weeks of the case being accepted 95% 91% 92% 93%
Less than 1% of case decisions* to be issued later than eight weeks after the case has been accepted <1% <1% <1% <1%

* It should be noted that due to the Schemes’ differing processes, the decisions issued for CISAS represent their final decision whereas, for OS, it represents the point at which an initial decision is issued.

** In Q2 2020, both OS and CISAS made arrangements to help assist consumers and providers manage the impact of the Covid-19 pandemic. Both ADR schemes have continued to offer this support where appropriate. As a result, these changes meant that some complaints may have taken longer than normal to investigate.