01/07/2021:  Our general enquiries telephone number changed to 0300 369 0689. All calls to our old number are diverted for a limited period. For more information read our latest update.

Note: We are currently experiencing issues sending external emails. We are working hard to resolve these technical issues and will respond to emails as soon as the issue is rectified. While we can receive emails if you do have any concerns please contact us on 0300 369 0989. Thank you for your patience.

Coronavirus update

In line with Government guidance, our office building is now closed, so we have no access to our post. This means there will be a delay in processing incoming post so please continue to send applications and documents to us electronically by email to our contact mailbox: contact@scoaf.org.uk or the investigator handling your complaint.

Phone lines and messages

Our phone line is open, and you can contact us on 0207 877 2450. We cannot answer the phone, but we can receive messages. The messages are collected by our Enquiries Team, Monday to Friday, 9:00 am until 16:30 pm. Please leave a voicemail, with the following information, and we will call you back:

  • Your name
  • Email address (if possible)
  • Phone number
  • Enquiry

We aim to respond to all contacts within 2 working days. Any messages received to our voicemail on Friday afternoon will be retrieved on Monday, after the weekend.

Time limits

There are time limits for making a Service complaint and making an application to our office. Although we have the discretion to accept applications outside of the time limit, this is an exception and not the rule. So if you’re thinking of making an application to us to request the Ombudsman powers of investigation it is important that you adhere to the following timetable:

Application for review of an Admissibility Decision 4 weeks and 2 days
Application for an investigation into Maladministration and/or Substance 6 weeks and 2 days

We will continue to monitor this situation as we aim to deliver a high-quality professional service which is both efficient and effective. Please continue to check the latest news on our website or follow us on Twitter (@SCOAF_UK) for further updates.

Thank you for your patience and understanding during these difficult times.