topic Re: Second complaint has again been closed, without any explanation in Broadband & Landline

Second complaint has again been closed, without any explanation

nothingmatters — Sat, 10 Jan 2026 17:53:33 GMT

How do I get EE to take a complaint seriously? I just got an email saying "Your complaint is now closed", with zero explanation.

Re: Second complaint has again been closed, without any explanation

XRaySpeX — Sat, 10 Jan 2026 18:20:10 GMT

Within 30 days you can insist they reopen it, investigate & take it to resolution, deadlock or the full 8 weeks.

Re: Second complaint has again been closed, without any explanation

nothingmatters — Sat, 10 Jan 2026 19:06:39 GMT

Thanks - but why close it without explanation? Are they hoping I just don't notice?

Re: Second complaint has again been closed, without any explanation

XRaySpeX — Sat, 10 Jan 2026 19:12:03 GMT

Possibly!

Re: Second complaint has again been closed, without any explanation

bristolian — Sun, 11 Jan 2026 03:28:37 GMT

If all else fails, standard practice is that Ombudsman Services will accept referrals where a complaint is unresolved after 8 weeks.

I would suggest requesting a deadlock letter, sometimes called a final position letter, which allows referral to ADR/external arbitration upon receipt. If that fails, wait out 8 weeks and add the lack of response to your complaint.

Re: Second complaint has again been closed, without any explanation

Michael_D — Mon, 12 Jan 2026 14:02:04 GMT

Hi @nothingmatters

The complaint certainly shouldn't have been closed if there was not an agreement or resolution.

As @XRaySpeX mentioned, the complaint can be reopened within 30 days if you are not happy, and you can request to escalate further over the phone with our guides.

Alternatively, you can raise a complaint online, and our dedicated complaints team will look into the complaint further. If they cannot agree a resolution, a deadlock letter can be issued by them.

Michael