process
A clear “final position” can start the clock for external dispute resolution.
A deadlock letter is a written statement from a company confirming that they have reached their final position on your complaint and will not change their decision. It is a crucial document because it unlocks your right to escalate to an ombudsman or ADR scheme without waiting the standard 8 weeks. This guide explains what it is, when to ask for one, and how to use it.
Most ombudsman and ADR schemes require you to wait 8 weeks before escalating an unresolved complaint. A deadlock letter shortcuts this — once the company confirms they will not change their position, you can escalate immediately. This can save you weeks of waiting when the company has clearly refused to help.
Various ombudsman scheme rules
A proper deadlock letter should clearly state that the company considers the complaint resolved from their perspective, explain their final position, acknowledge that you disagree, and inform you of your right to escalate to the relevant ombudsman or ADR scheme with their contact details.
Companies are not always obligated to issue deadlock letters, but good practice (and often regulatory requirements) means they should when they have genuinely reached an impasse. Some companies issue them proactively; others need to be asked specifically.
If a company refuses to issue a deadlock letter, you can still escalate after 8 weeks. You can also explain to the ombudsman that you requested one and were refused — this may be taken into account when assessing how the company handled your complaint.
If the company has given their answer and you disagree, and further communication is not making progress, you are likely at deadlock. Signs include: the company repeating the same position, refusing to escalate internally, or explicitly saying they will not change their decision.
Tip: Keep a record of all the times they have restated their position.
Write to the company and ask specifically for a deadlock letter. State that you have been unable to reach a resolution, you have exhausted their internal process, and you would like written confirmation of their final position so you can escalate to the relevant ombudsman or ADR scheme.
Tip: Use the exact phrase 'deadlock letter' in your request.
Give the company 14 days to issue the letter. If they do not respond, note this in your ombudsman submission — it demonstrates their unwillingness to engage properly with the process.
Tip: Send the request by email so you have a timestamp and delivery record.
Once you receive the deadlock letter, submit your complaint to the relevant ombudsman or ADR scheme. Attach the letter along with all your other evidence. The ombudsman can accept your case immediately rather than requiring you to wait 8 weeks.
Tip: Keep the original and submit copies.
If the company will not provide a deadlock letter, wait until 8 weeks from your original complaint and escalate anyway. Tell the ombudsman you requested a deadlock letter and were refused. This is part of the complaint handling story.
Tip: The refusal itself can be evidence of poor complaint handling.
Citing UK consumer protections with your specific case details — editable before you send anything.
Suggestions are for guidance only. Always verify with official sources.
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