Letter of Deadlock Before Complaint to Ombudsman

What is a letter of deadlock?

A letter of deadlock can be used by an individual in the United Kingdom before referring a complaint or dispute to an ombudsman. Where a dispute is agreed to be in deadlock it means that both parties have reached a point where no solution can be reached due to a key disagreement regarding the dispute.

What is the difference between a letter of complaint and a letter of deadlock?

A letter of complaint will typically be used in the early stages of a dispute between a consumer and a business. A complaint may be resolved informally following a letter of complaint.

A letter of deadlock is used where no solution has been reached between the parties following a dispute.

What is the difference between a letter of claim and a letter of deadlock?

A letter of claim or letter of intention to commence the simple procedure is used where the complainant (or claimant) wishes to refer the dispute court. Typically, a person may have exhausted the internal complaints process and the ombudsman complaints process before taking steps to issue a court claim*.

A claimant should always be mindful of all relevant time limits for civil court claims.

Is it mandatory to have a letter of deadlock?

Yes. Before going to an ombudsman, it is usually a requirement that a letter of deadlock is produced before the complaint can be looked into by them. This proves to the ombudsman that the parties have attempted to resolve the matter informally and that no solution has been reached.

What is an ombudsman?

An ombudsman is a person or entity which is formally appointed to look into and oversee complaints in a specific trade, institution or profession. It is possible to find the relevant ombudsman for certain trades or professions on the Ombudsman Association website.

What are the prerequisites of a letter of deadlock?

Before a letter of deadlock may be produced, the parties must have attempted to resolve the matter informally. This will typically involve writing a letter of complaint and following an internal complaints process.

What has to be done once the letter of deadlock is ready?

Once the letter of deadlock has been completed, it should be sent to the other party (against whom the complaint is made). Sufficient time should then be given to the other party to provide a response. The timeframe will be set out within the letter.

Where this letter is sent and no response is received within the required timeframe, the sender may then refer the matter to the relevant ombudsman.

What document should be attached to a letter of deadlock?

It can be helpful to attach background information to the letter of deadlock. For example, this may include:

• a previous letter of complaint
• receipts
• photographs
• other correspondence about the complaint

What should a letter of deadlock contain?

A letter of deadline should:

• be addressed to the relevant recipient
• refer to previous complaints and correspondence
• explain that the sender views that a position of deadlock has been reached
• provide a timeframe for the recipient to respond (after which point the matter may be referred to the relevant Ombudsman)

What laws apply to a letter of deadlock?

The relevant legal and regulatory provisions will depend upon the nature of the dispute.

Each ombudsman will explain whether a letter of deadlock is required and whether any further information is required.

It is possible to find the relevant ombudsman for certain trades or professions on the Ombudsman Association website.

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