Deadlock / final-response request

Know what you are asking for

A final response and deadlock are about complaint stage, not simply frustration.

Use the generic version when repeated correspondence has not resolved the issues and you need the organisation to state its final position. Telecom complaints have a specific ADR route: for complaints raised on or after 8 April 2026, the normal waiting period before ADR is six weeks, or earlier if the complaint reaches deadlock.

Editable template

Version 1: request a final response

Use this where the complaint has been investigated but you still do not know whether the organisation’s latest message is its final position.

How to edit it: replace everything in square brackets with your own details. If a bracketed paragraph does not apply, delete it before sending.

Subject: Request for final complaint response: [complaint/reference]

Dear [organisation / complaints team],

My formal complaint was raised on [date] under reference [reference].

The following issues remain unresolved:
1. [issue]
2. [issue]
[Add/remove as needed.]

Your latest response dated [date] [did not identify itself as a final response / did not explain the next escalation route / left the issues above unresolved].

Please now either:
• provide the outstanding substantive response needed to resolve the complaint; or
• confirm your final position in writing, addressing the unresolved issues and identifying the next internal or external escalation route and any applicable time limit.

I do not want the complaint returned to general customer service unless a further complaint stage is genuinely required and you explain what that stage will determine.

Yours faithfully,
[Your name]

Editable template

Version 2: telecom ADR / deadlock request

Use this for a UK telecom complaint where the provider has reached deadlock or the applicable ADR waiting period has expired.

How to edit it: replace everything in square brackets with your own details. If a bracketed paragraph does not apply, delete it before sending.

Subject: Telecom complaint: request for deadlock/final response and ADR details: [reference]

Dear [provider / complaints team],

I raised this complaint on [date] under reference [reference].

[Keep the wording that applies:]
[The complaint has reached deadlock because you have confirmed that no further internal resolution is available.]
[Six weeks have now passed since I raised the complaint, and it was raised on or after 8 April 2026.]
[The applicable ADR waiting period for this complaint has otherwise expired.]

The unresolved issues are:
1. [issue]
2. [issue]

Please provide your final/deadlock position and the details I need to take the unresolved complaint to your approved ADR scheme, including the scheme name and any case/reference information required.

[If you say ADR is not yet available, please explain the date you calculate it becomes available and why.]

Yours faithfully,
[Your name]

Official & related guidance

Check the route that applies to your situation.

Check the linked guidance before sending. Rules, complaint stages and time limits can differ by sector.