Second complaint has again been closed, without any explanation

[nothingmatters]

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

[XRaySpeX]

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

[nothingmatters]

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

[XRaySpeX]

Possibly!

[bristolian]

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.

[Michael_D · Accepted solution]

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