Check a billWhat Is a Deadlock Letter in an Energy Complaint?
A deadlock letter can let you move to the Energy Ombudsman without waiting for the full supplier complaint period. But you need to know whether the message really closes the supplier’s position.
Use together
The short answer
A deadlock or final-position letter is the supplier saying it cannot do more to resolve your complaint. If you receive one, you may be able to escalate to the Energy Ombudsman before the normal waiting period has fully passed.
What the letter should help you prove
Complaint identity
The supplier should make clear which complaint it is responding to.
Final position
The response should explain the supplier’s final view or why it cannot resolve the issue.
Escalation route
It should tell you about the Ombudsman or next steps.
Date received
Save the date because timing matters when escalating.
Ask for final position wording
I raised this complaint on [date] about [one issue].
Please confirm whether this is your final response or whether you are still investigating.
If you cannot resolve the complaint, please provide your final position or deadlock letter so I can understand my escalation options.
Frequently asked questions
Is every complaint reply a deadlock letter?
No. A normal update or explanation is not necessarily a deadlock or final-position letter.
Do I still need evidence if I have a deadlock letter?
Yes. The letter opens the route, but evidence proves the billing issue.
Should I wait 8 weeks if I already have deadlock?
A deadlock or final-position letter can allow earlier escalation, but check the wording and keep the full message.
Official sources used for this page
BillDecoded translates official process and billing information into practical checks. It is not affiliated with the Ombudsman, Ofgem, Citizens Advice, Which? or any supplier.