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Sent by: ________

Dear Sir or Madam,

LETTER OF DEADLOCK — FINAL POSITION ON COMPLAINT

Complaint / account reference: ________

Your name and account/customer number: ________

1. Purpose of this letter

1.1 I am writing in relation to the above complaint, which I have raised with ________ ("you"). The purpose of this letter is to confirm that, in my view, our respective positions have reached deadlock, and to give you formal notice of my intention to refer the matter to the relevant ombudsman or alternative dispute resolution body.

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2. Background to the complaint

2.1 You will be aware from your records that I first made my complaint to you on ________. For ease of reference, the substance of my complaint is summarised as follows:

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2.2 The relevant contract, transaction or service giving rise to this complaint is described as follows, together with the amount(s) and date(s) in dispute:

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3. The resolution I have requested

3.1 I have requested that you take the following steps to resolve my complaint:

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4. Your response

4.1 In response to my complaint, you have suggested or offered the following:

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4.2 Your most recent correspondence on this matter was dated ________.

4.3 Regrettably, your attempts to resolve my complaint have not been satisfactory and it appears that there is nothing further you are willing or able to do to progress this matter.

5. Deadlock and referral to the ombudsman

5.1 Accordingly, it appears that we have reached a position of deadlock. I consider that I have exhausted your internal complaints procedure and that no resolution acceptable to me has been reached.

5.2 I now intend to refer this matter for independent consideration to the following ombudsman or alternative dispute resolution scheme: ________.

5.3 I should be grateful if you would confirm in writing, by way of a deadlock letter or final response, that you agree we have reached a position of deadlock, or, failing such agreement, your final response to my complaint.

6. Time for response

6.1 If I do not receive a written response from you within ________ days of the date of this letter, I will proceed to refer this matter to the ombudsman or scheme named above without further notice to you.

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7. Documents enclosed

7.1 I enclose copies of the following documents in support of my complaint: ________.

7.2 Please direct all further correspondence in relation to this matter to me at the contact details set out at the head of this letter.

Yours faithfully,

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