Receiving a Deadlock Letter can feel like the end of the road. You’ve gone through an official complaints process… only to be told that no further agreement can be reached directly with the trader.
But a Deadlock Letter is not necessarily the end of your dispute. In many cases, it’s just the beginning!
Although it confirms a trader’s final internal position on your dispute, a Letter of Deadlock also marks the point at which you can consider escalating your complaint with an independent Alternative Dispute Resolution (ADR) provider.
So, what happens next?
You may also want to watch our latest video on the topic of Deadlock Letters:
If you’re curious about the ADR schemes we operate, you can visit their websites below:
> CommsADR
Quick reminder: What is a Deadlock Letter?
In simple terms, a Deadlock Letter is written confirmation from a trader stating that they have reached a final decision on your complaint, and that they don’t think any further resolution can be agreed upon between you and them directly.
For example:
- During their complaints process, the trader may have offered you £10 in compensation
- You disagreed, and asked for £100
- The trader refused, and neither of you could come to an agreement, so the trader issued a Deadlock Letter to confirm this
The Deadlock Letter itself should normally tell you what next steps you can take after receiving it (such as which Alternative Dispute Resolution (ADR) scheme you can take your complaint to).
Want to learn more about what a Deadlock Letter is? Please see our previous article:
> What is a Deadlock Letter (and how do I get one from a retailer?)
What to do after receiving a Deadlock Letter
1. Check what the Deadlock Letter says
Before deciding what to do next, read the Deadlock Letter carefully, as it should contain important information that will inform your next steps.
In particular, look for:
- Information about your right to escalate your dispute
E.g: Can you use ADR? Can you go to court? - The name of any specific ADR scheme you can take your dispute to
E.g: AviationADR, UtilitiesADR, RetailADR, CommsADR, Consumer Arbitration… - Deadlines for referring the dispute
2. Check the Deadlock Letter deadlines
You need to pay especial attention to that last point in step 1, as it’s common for Deadlock Letters to have set deadlines before which you need to escalate your complaint if you’re going to an ADR provider!
If you miss this deadline, you risk the ADR provider in question rejecting your complaint on the basis the Deadlock Letter is no longer valid for complaint escalation.
Typically, deadlines for Deadlock Letters range between 6-12 months from when you receive them, but you should always double-check this in your specific Deadlock Letter itself – and ask the trader directly about your rights if in doubt.
3. Prepare the relevant information
If you’ve read through the Deadlock Letter and decided you do want to escalate your complaint (whether via court or an Alternative Dispute Resolution scheme), you’ll need to make your case with information and evidence!
This could include:
- Your original complaint
- Emails between you and the trader
- Deadlock Letter/Final Response
- Contracts, invoices or other relevant documents
- Photographs
The key thing here is quality over quantity!
You do not need to provide every document you have. The most useful evidence is generally evidence that directly relates to the issues in your dispute.
4. Escalate your complaint with ADR or Court
Once you’ve got your Deadlock Letter and relevant information & evidence to hand, you’re free to escalate your complaint outside the trader’s internal complaints process with an independent body – such as an Alternative Dispute Resolution provider, or the courts!
For example, at CDRL, from this point all you have to do is fill out the Complaints Form of our relevant ADR scheme, attach your documents, and we handle the rest!
Does receiving a Deadlock Letter mean you have to go to court?
No.
A Deadlock Letter itself just confirms that the trader’s internal complaints process has reached an impasse. It does not, by itself, mean that court proceedings are your only remaining option. You can still use ADR!
Not sure what Alternative Dispute Resolution (ADR) is? Please see our previous article on the topic:
> What is Alternative Dispute Resolution (ADR)?
For many disputes, ADR can offer a quicker, stress-free way of trying to reach a resolution rather than immediately commencing court proceedings, and it’s often far cheaper than them too.
For example, at CDRL, our 4 Adjudication ADR schemes are totally FREE to use!
How do I get started with ADR at CDRL?
If your complaint is within the aviation, retail, non-regulated utility or communications sectors, you can start the process with us today via any of our relevant schemes below:
> CommsADR
Make sure to read through our sites carefully to understand the process, the requirements, and next steps. You’ll be an expert on ADR in no time!
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