Complaint Response Letter 3: Final Response

Final deadlock letter when a complaint cannot be resolved. Summarises actions taken and signposts escalation routes.

BeautyKiln Document Hub - Complaint Response Letter 3 (Final Response) - Free to use, no attribution required

Complaint Response Letter 3 - Final Response / Deadlock Letter

Use this letter when you have already acknowledged the complaint (Letter 1), investigated and responded (Letter 2), and the client remains unsatisfied. This is your final position. It summarises what happened, what you offered, and where the client can go next if they want to take the matter further.

[Your name] [Your trading name] [Your address] [Your email] [Your phone number]

[Date]

[Client name] [Client address or email]

Dear [Client name],

I am writing further to our ongoing correspondence about your complaint regarding [brief description - e.g. your hair colour appointment on (date) / the treatment you received on (date)].

I have taken your complaint seriously throughout this process and I want to summarise where we stand.

Summary of the complaint

On [date], you raised a concern about [brief factual summary of the client's complaint - e.g. the outcome of your lash extension treatment, specifically that the lashes did not last as long as expected].

What I found

After investigating, I [briefly state your finding - e.g. accepted that the retention was below the standard you should have expected / concluded that the treatment was carried out correctly and in line with the consultation].

What I offered

On [date of Letter 2], I offered you [state exactly what you offered - e.g. a complimentary correction appointment / a partial refund of £______ / a full refund of £______ / a goodwill gesture of £______ credit towards a future treatment].

Current position

I understand that you remain unhappy with my response. I am sorry that we have not been able to reach a resolution that satisfies you.

I have now done everything I reasonably can to address your concerns. My offer of [restate the offer] remains open until [date - e.g. 28 days from the date of this letter], after which it will be withdrawn.

Next steps if you wish to take this further

If you are not satisfied with my final response, you have several options:

• Citizens Advice - You can get free advice on your consumer rights by contacting Citizens Advice at citizensadvice.org.uk or by calling 0800 144 8848.

• Your professional body - If I am a member of a professional body, you may be able to raise a complaint with them. [State your professional body name and contact details, or state that you are not a member of one.]

• Small claims court - If your claim is for £10,000 or less (in England and Wales), you can make a claim through the small claims court. Information is available at gov.uk/make-court-claim-for-money.

• Trading Standards - If you believe a consumer protection law has been broken, you can report the matter to Trading Standards through Citizens Advice.

I would encourage you to consider whether the offer I have made is reasonable before deciding to escalate the matter further.

I am sorry that we have not been able to resolve this to your satisfaction. I wish you well.

Yours sincerely,

[Your name] [Your trading name]

How to use this template

This is the final letter in the three-letter complaint response sequence. Only use it when you have genuinely exhausted all reasonable attempts to resolve the complaint.

Before you send this letter:

• Make sure you have already sent Letter 1 (acknowledgement) and Letter 2 (substantive response). You need a clear paper trail showing you took the complaint seriously and tried to resolve it.
• If the complaint involves an injury, adverse reaction, or potential legal claim, speak to your insurer before sending this letter. Your insurer may want to handle it from this point.
• Check that the offer you made in Letter 2 was reasonable. If you look at it again and think it was too low, consider revising it before sending the final response. It is better to increase an offer now than to have a court or professional body decide it was inadequate.

Key points:

• Stay professional and calm. Do not let frustration show in the letter, even if the process has been difficult.
• State facts, not opinions. "I concluded that the treatment was carried out correctly" is stronger than "I think you are being unreasonable."
• Give a clear deadline for your offer. This prevents the situation from dragging on indefinitely.
• Signpost the client to the correct bodies. This shows you are acting in good faith and not trying to shut the complaint down.
• Keep copies of everything - all three letters, the original complaint, your investigation notes, photos, treatment records, and any messages exchanged.
• If the client does escalate to small claims court or a professional body, having a clear three-stage paper trail will work strongly in your favour.
• Once you have sent this letter, do not engage in further back-and-forth. If the client contacts you again, direct them to the options listed in the letter.