Where a complaint can’t be resolved at point of entry, e.g. where you are unsure how to resolve the complaint or the customer does not accept your suggested resolution the complaint will required to be escalated or referred ‘up the line’. In some cases a complaint may reach ‘deadlock’. This is where a complaint has been raised and has come to the end of organisation’s internal complaints procedure without being resolved. Once a letter of deadlock has been issued to the customer, the next step is to refer to an independent or an external arbitrator.