What a deadlock letter is
A deadlock letter is a written statement from a provider saying that it has made its final decision on your complaint and you are free to take the case to the ombudsman. It should set out the provider's position, the remedy offered and the ombudsman scheme that applies.
It is not a legal document and it does not end your rights. It is a procedural key. In the UK, it unlocks the ombudsman before the eight-week complaint period has expired.
When you can ask for one
Ask for a deadlock letter when:
- The provider has made a final offer you do not accept.
- The provider has refused to fix the issue.
- The provider has closed the complaint without a resolution.
- You have been passed between teams and no one will own the case.
- You have evidence that the provider's position will not change.
You do not need to wait eight weeks if the provider has already deadlocked the complaint. If it has not, you can wait out the eight weeks and escalate without a letter. The letter is a shortcut, not a requirement in every case.
What the letter should contain
A proper deadlock letter should include:
- Your name and account number.
- The complaint reference.
- A summary of the complaint.
- The provider's findings and decision.
- Any remedy offered and whether it has been applied.
- The name of the ombudsman scheme you can use.
- A statement that the provider considers the complaint deadlocked.
If any of these are missing, ask for a corrected version. The ombudsman needs enough information to accept the case.
How to request one
Use email or the provider's complaint portal, not a phone call. Keep the request short and tie it to the complaint reference.
Subject: Request for deadlock letter — complaint [reference]
>
I am not satisfied with the provider's final response to my complaint about [issue], reference [number].
>
Please issue a deadlock letter confirming:
>
1. The provider's final position and the remedy offered. 2. The ombudsman scheme I can use. 3. That the complaint is now deadlocked.
>
If you will not issue a deadlock letter, please confirm that in writing and explain why. I intend to escalate the complaint after the eight-week period if it remains unresolved.
>
[Name, account number, contact details]
A phone request can work, but follow it up in writing the same day. Note the agent's name and the time.
If the provider refuses
Some providers resist issuing deadlock letters because they would rather keep the complaint internal. If the refusal continues, you have two options:
- Wait out the eight weeks. Keep a record of the date you raised the formal complaint. After eight weeks, the ombudsman can accept the case without a deadlock letter.
- Escalate with the refusal. Send the ombudsman the provider's refusal and your timeline. The ombudsman will decide whether the complaint is ready.
Do not let the refusal stop you. The eight-week rule is a backstop.
What happens at the ombudsman
The ombudsman reviews the evidence and decides whether the provider's offer is fair. It can require an apology, a repair, a correction, a credit or a financial award. It usually aims to decide within 90 days, although simple cases can be faster.
The ombudsman is free to the customer. The provider pays for the scheme. Be careful with claims companies that charge a percentage of any award; you can submit the complaint yourself.
Checklist before you escalate
Before you send the deadlock letter to the ombudsman, check that you have:
- The complaint reference and the date the formal complaint was raised.
- The provider's final response, offer or deadlock letter.
- A one-page chronology with dates and contact names.
- Evidence of the loss: bills, screenshots, appointment confirmations, receipts.
- A clear remedy, with amounts where possible.
- The ombudsman scheme named by the provider.
If anything is missing, ask the provider for it in writing before filing. The ombudsman can request it later, but a complete file moves faster. Keep copies of everything in one folder, including the envelope or email headers. Do not send original documents.
What happens if you accept the provider's offer
If the provider offers a fair remedy before the ombudsman decides, you can accept it. Confirm in writing what the payment covers, when it will be paid and whether the complaint is now closed. If the offer is conditional on giving up a legal claim, read the condition carefully before accepting.
If you accept and the payment does not arrive, follow up with the provider first. If it still does not arrive, the ombudsman may be able to reopen the case or enforce the settlement, depending on the scheme's rules.
Deadlock letter versus final response
A final response and a deadlock letter are often the same document, but not always. A final response may say “this is our final position” without naming the ombudsman. Ask for the missing information in writing.
If the provider says the complaint is not deadlocked because it is still investigating, ask for the investigation deadline. If the deadline passes without a substantive response, ask again or wait out the eight weeks.
Timelines
| Stage | Typical timing |
|---|---|
| Request for deadlock letter | Same day to a few working days |
| Provider issues letter | Usually within days of a clear request |
| Ombudsman accepts case | Days to a few weeks |
| Ombudsman decision | Usually within 90 days |
If the provider misses its own deadline, keep the evidence and escalate. Delays are part of the complaint record.
Common mistakes
- Accepting a deadlock letter without reading it. Check the remedy, the scheme and the account details.
- Requesting it by phone only. Follow up in writing.
- Waiting for a letter that will never come. Use the eight-week route.
- Starting a new complaint. Keep the same reference and add the deadlock request to the thread.
- Settling before the ombudsman. If the offer is fair, you can accept it; if not, escalate.
Frequently asked questions
Is a deadlock letter legally binding?
It records the provider's final position; it does not prevent you from accepting a later offer or pursuing a legal claim. It is a procedural step for the ombudsman.
Can I get a deadlock letter for an energy complaint?
Yes. Energy suppliers also issue deadlock letters, and the Energy Ombudsman uses them. The same eight-week principle generally applies. See the Energy Ombudsman guide.
Can I get one for water?
Water complaints follow a different route. Some water companies have an independent review process, and the Consumer Council for Water can help. See the water complaints guide.
What if the provider issues a deadlock letter but later offers more?
You can accept a later offer if it resolves the complaint. Tell the ombudsman the case has settled. Do not accept an offer that is conditional on giving up a separate legal right without understanding the terms.
Does the ombudsman always accept the case?
It accepts cases within its scope and after the provider has had a chance to resolve the issue. It may decline cases that are outside its jurisdiction or already before a court.
The bottom line
A deadlock letter is a shortcut to the ombudsman, not a lawyer's letter. Ask for it in writing, check that it names the scheme, and use the eight-week rule if the provider refuses. The letter is only as useful as the complaint file behind it, so keep the dates and references clean.
This guide is general information, not legal advice. Rules and complaint deadlines change. Confirm the current process with the provider or regulator before relying on a deadline. Read our editorial policy.