As of 30 May, we have 116 unallocated substance and maladministration cases, a decrease of 30 cases since 20 March 2019. The oldest unallocated cases date back to February 2018 so, despite the reduction in unallocated cases, there is still currently a long wait for a case to be allocated to an investigator. The backlog only relates to substance and maladministration application, not undue delay or admissibility applications.
All substance and maladministration cases are now assessed on receipt to determine whether an investigation will be conducted. The criteria for making this decision are:
- There is a reasonable prospect a new investigation would result in a different outcome
- An investigation would be a proportionate use of the Ombudsman’s powers
- The redress requested can be achieved
- There is a public interest in conducting an investigation
If your application is not accepted, you will receive a decision letter that explains why it was not accepted. This change in the process means that if we cannot accept your application you will be informed as soon as possible.
We still have a long way to go to improve our service but our backlog appears to have started to move in the right direction. We are continuing to work hard to reduce the backlog even further.
If you believe that you have been wronged in the way your Service complaint was handled and /or you believe the incorrect decision was made we encourage you to make an application to us.