Sorry to hear that you're waiting on a deadlock letter following a faulty phone. It can take up to 28 days for a member of our Complaints Team to fully investigate and get back to you from when the complaint was first raised and more information can be found in our Complaints Policy .
Using the details on here, I've managed to locate it and have updated it to say that you're waiting for a response and to get back to you.
We aim to send out deadlock letters out as soon as we can, I am sorry to hear that we have not been able to come to a resolution. If the complaint is over 8 weeks old you will not need a deadlock letter. Chris