For UK broadband & phone customers

Complaint going nowhere? Send the deadlock letter that unlocks the Ombudsman.

Deadlock is a free helper for UK broadband and phone customers. Know your provider’s complaint route and deadlines, and get a firm, well-evidenced deadlock letter you can send the same day.

Get early access

Free during early access · Not affiliated with any provider

Your escalation path

Where are you stuck?

  1. 1Complain to your provider — use their formal complaints process, in writing.
  2. 28 weeks or a deadlock letter — after 8 weeks (or a "deadlock" letter), you can go free to the Ombudsman.
  3. 3Ombudsman Services — they can order refunds and compensation. You have up to 12 months.
  4. 4Deadlock drafts it all — the complaint, the chase, and the deadlock letter itself.

What Deadlock does for you

Most stalled complaints miss the same three things — Deadlock fixes each one.

The right words, first time

Complaints stall when they're rants or missing facts. Deadlock turns your situation into a short, factual, dated letter that's hard to fob off.

Know your deadlines

8 weeks. Deadlock declaration. 12 months to take it to the Ombudsman. Deadlock tells you which stage you're in and what happens next.

Built for the stuck cases

For when the call centre keeps saying "we'll look into it": escalation wording, the evidence to attach, and the Ombudsman route in plain English.

Draft your deadlock letter now — free

Answer three questions and Deadlock drafts a firm, factual letter you can send to your provider today.

Broadband ombudsman complaints, explained

Plain-English answers to the searches that brought you here.

How do I complain to Virgin Media (or TalkTalk, BT, Sky)?

Every UK provider must have a formal complaints process published under Ofcom rules. Complain in writing where possible, ask for a complaint reference number, and note the date. Keep it factual: what happened, when, what you want (refund, fix, compensation), and by when.

What is a deadlock letter?

If your provider can't resolve your complaint within 8 weeks — or writes to say it's at "deadlock" and won't do more — you're entitled to take it to the Ombudsman Services for free. You don't need to wait for their permission: the 8-week clock is enough. You then have up to 12 months to refer the complaint.

What can the Ombudsman do?

It's independent and free for you. It can order your provider to apologise, fix the fault, refund money, or pay compensation. Its decision is binding on the provider. Deadlock's early-access helper drafts the reference-ready summary the Ombudsman asks for.

Common questions

Straight answers while Deadlock is in early access.

How long before I can go to the ombudsman?

8 weeks from the date your provider received your complaint — or sooner if they send you a "deadlock" letter saying they won't do more. Either opens the free Ombudsman route.

Does it cost anything to use the ombudsman?

No. The Ombudsman Services is free for consumers — providers pay for it. You can refer online with your complaint reference and evidence.

Can I get compensation for lost service?

Yes in many cases. Ofcom's automatic compensation rules cover total loss of service, missed engineer appointments and delayed transfers — £10.34/day for a total loss of service (payable from day 3, after two working days; rates are uprated each April). Deadlock's letter requests it explicitly.

What if my provider refuses to give me a deadlock letter?

You don't need one. Write to them stating you'll refer the complaint to the Ombudsman under the 8-week rule, and date it. Deadlock drafts exactly that wording.

Stop being fobbed off.

Join the early-access list and we'll email you when Deadlock opens — free while in beta.

Get early access