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This is a letter that can be used before referring a complaint or dispute to an ombudsman. In many cases this letter is required where evidence of deadlock is necessary before the dispute can be referred.
The document provides a simple template that enables a person to set out the key facts that are required to establish that the dispute is in deadlock and give the other party a final chance to resolve the dispute before it is referred to a relevant ombudsman.
How to use this document
Once you have completed this document simply post it to the other party, and wait for them to write to you. If you do not hear from them within 14 days you may wish to consider further action with the financial ombudsman.
The letter should be sent as soon as possible after the dispute has reached deadlock, and in any event before the dispute is referred.
In order to prove that the letter was sent, you may wish to send it by recorded delivery, or keep a receipt or other proof of posting.
The principles applied depend upon the ombudsman that covers the dispute. You should check with the relevant ombudsman whether such a letter of deadlock is required.
Help from a lawyer
You can choose to consult a lawyer if you need help.
The lawyer can answer your questions or help you through the process. You will be offered this option when you complete the document.
How to modify the template
You fill out a form. The document is created before your eyes as you respond to the questions.
At the end, you receive it in Word and PDF formats. You can modify it and reuse it.