You’ve raised a complaint with your utility provider, exchanged emails or letters, and tried to get the issue resolved. But you can’t agree on a resolution.
At this point, your complaint has reached a deadlock. The utility provider may even send you a Deadlock Letter to confirm this.
But what does deadlock actually mean, and what can you do next?
Let’s get into it!
You may also want to watch our latest video on the topic of Deadlock Letters:
By the way, if you’ve reached deadlock with a utility provider…
UtilitiesADR offers a FREE, independent route to a resolution – approved by the Chartered Trading Standards Institute to settle non-regulated utility disputes across the UK, whether you’re an individual consumer or a business with over 10 employees.
What does deadlock mean?
Deadlock is the point you reach when neither you nor the utility provider can reach an outcome you can agree on regarding your complaint.
This might happen if, for example:
- You disagree with the amount of compensation the utility provider is offering
- You believe the utility provider has not taken appropriate action to resolve the problem
- You and the provider have reached different conclusions about what happened
A deadlock does not necessarily mean that either party has done anything wrong!
It simply means that the complaint has reached a point where the utility provider’s internal complaints process has concluded, and not produced a solution that both sides can agree on – meaning you may wish to escalate your complaint outside of their complaints process.
What happens when deadlock is reached?
When you and a utility provider reach deadlock, they will usually explain their final position on your complaint.
This may come as a written statement – such as in the form of a Deadlock Letter -, which acts as official evidence that you and the utility provider tried to resolve things directly, but couldn’t.
Not sure what a Deadlock Letter is? Please see our previous article on the topic here:
> What is a Deadlock Letter (and how do I get one from a utility provider?)
Deadlock is an important point in the complaints journey, because it’s one of the ways you may be able to escalate your complaint: either with an independent Alternative Dispute Resolution (ADR) provider, or the courts.
What is Alternative Dispute Resolution (ADR)?
Alternative Dispute Resolution (ADR) is an independent way of resolving disputes without the need to go to court.
It’s often quicker, simpler, and far cheaper (if not totally FREE, like UtilitiesADR) than going through the courts.
The ADR provider takes a look at all the information and evidence provided by both you and the utility provider before reaching a decision on who’s owed what for your case, based on the relevant laws and regulations. Many ADR schemes will also reach a legally binding decision, just like court does!
For example: At UtilitiesADR, our outcomes are legally binding once you accept them. However, if you reject our decision, it won’t be legally binding. Simple!
Want to learn more about Alternative Dispute Resolution (ADR)? Please see our previous article on the topic here:
> What is Alternative Dispute Resolution (ADR)?
What are my next steps after deadlock? Do I have to accept the utility provider’s final decision?
No!
If you and a utility provider have reached a deadlock, it just means they aren’t going to budge unless you take matters outside of their internal complaints process.
Their final response to your complaint is not legally binding on you – it’s just their own decision on how to handle your case.
At this point, you can likely take your complaint to:
- An ADR provider, such as UtilitiesADR
- The courts
However, where you can take your complaint next will depend on the specific terms the utility provider themselves outline in their Deadlock Letter/final response statement. Not all providers choose to participate in ADR.
Make sure to ask them about your available next steps if they don’t make it clear!
How can UtilitiesADR help?
UtilitiesADR is a free-to-use independent Alternative Dispute Resolution scheme that considers non-regulated complaints between consumers and participating utility providers. We’ll review the information and evidence provided by both parties before reaching an impartial decision… All within 60 Days of declaring a Complete Complaint File!
We offer 3 ways for you to submit your complaint to us, all of which are completely FREE:
Not sure what the difference between regulated and non-regulated utility complaints is? Please see our dedicated article on this:
> Regulated VS Non-Regulated Utility Complaints: What’s the Difference?
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