Each financial service provider will have its own definition of deadlock. The simplest definition is that a scheme member has received a complaint, has made all reasonable attempts to resolve the situation, but the consumer is not satisfied with the outcome.
Please also note FDR will consider a complaint to be at deadlock if the consumer has not had any contact from their financial service provider in response to their complaint, or if a complaint is not resolved within three months of it first being made.
