What to Do When a Company Ignores Your Letter: Follow-Up Paths That Work
- LetterLab
- Dec 2
- 3 min read
When a company fails to reply, most people assume they must wait longer. In reality, silence is often a tactic, a delay or simply poor handling of complaints. Your follow-up letter is your chance to reset the tone, assert your rights, and move your issue into the hands of someone who will respond.
This guide explains what to do when a company ignores your letter, the escalation routes that work in the UK, and how to stay calm while keeping full control of your case.
Why Companies Ignore Letters
Most ignored letters fall into one of these categories:
1. It was misdirected
Many large organisations route letters through central hubs. Sometimes complaints do not reach the correct team.
2. It lacked a clear action request
If your letter does not state what you expect, staff may delay responding.
3. They are hoping you will drop the issue
Sadly, this happens. Businesses sometimes rely on customers giving up.
4. Their complaint handling system is overwhelmed
Retailers, telecoms companies, and energy suppliers often receive thousands of complaints weekly.
The UK Competition and Markets Authority notes that companies must respond fairly, especially where consumer rights are involved: Competition and Markets Authority – Consumer Protection
Step 1: Give Them a Fair Response Window
Most UK organisations expect a reply within 10–14 days. Public bodies often work to 20 working days, as supported by: Citizens Advice – Complaint Timescales
If this window has passed, move to a formal follow-up.
Step 2: Send a Follow-Up Letter (Short, Calm, Firm)
Your follow-up letter should contain:
A brief reminder of your original letter
The date you sent it
The exact action you expected
A new, reasonable deadline
A clear next step if ignored again
Example phrasing:
“I wrote to you on 7 February and have not yet received a response. I am requesting an update within 7 days. If I do not hear from you, I will escalate this to your senior complaints team.”
According to the Plain English Campaign, short, direct writing leads to the strongest outcomes: Plain English Campaign – Free Guides
Step 3: Escalate to a Senior Complaints Team
Almost every UK company has:
A Customer Relations Manager
An Executive Complaints Team
A Head of Customer Experience
Your follow-up letter can ask that your message is forwarded internally.
You can also copy in a senior address or executive office (politely). This increases the likelihood of a reply.
Step 4: Use Social or Public Channels (Professionally)
Public messages often prompt fast replies, but tone matters.
Keep it factual:
“Hi, I sent a complaint on 7 February and haven’t received an update. Could you confirm the correct team to contact?”
Companies monitor public interactions closely.
Step 5: Gather Evidence Before Escalation
Build a clear timeline:
• Every letter sent
• Screenshots of emails
• Dates of phone calls
• Reference numbers
• Names of staff you spoke with
Evidence is essential if your complaint escalates to an ombudsman. The Financial Ombudsman Service advises keeping records and allowing the company a fair chance to respond: Financial Ombudsman Service – How It Works
Step 6: Escalate to the Correct Ombudsman (If Applicable)
In the UK, different sectors have different ombudsman services.
Examples include:
Energy: Energy Ombudsman
Telecoms & Broadband: Ofcom-approved Ombudsman Services
Finance, Banking, Insurance: Financial Ombudsman Service
Housing Associations: Housing Ombudsman
Retail & Delivery: via Citizens Advice Consumer Service
An ombudsman review is free for you and costs the company money — one reason organisations often respond quickly once you mention it.
Step 7: Consider a Letter Before Action (If Serious)
For unresolved cases involving money, losses, or breach of contract, you may send a Letter Before Action. This is required before any small claims case.
Clear guidance is provided here: Gov.uk – Make a Court Claim
This step is powerful but should only be used when other routes fail.
Step 8: Know When to Stop Chasing
If a company refuses to engage, eventually:
• Ombudsman intervention
• A senior decision-maker
• A legal route
…will resolve the issue more effectively than further letters.
How LetterLab Helps You Get a Response
Most ignored letters fail for the same reasons:
• not enough clarity
• too much emotion
• no specific request
• poor structure
• no evidence attached
At LetterLab, we turn your experience into a concise, persuasive message that organisations cannot ignore.
Our UK letter writing service specialises in complaint letters, escalation letters, letters before action, and official submissions that follow UK expectations.
You can even send your first 250 words for free:
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