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Phone line: We are currently operating a voicemail call back service on our contact telephone number 0300 369 0689. All messages received are collected by our Enquiries Team, Monday to Friday, 9:00 am until 16:30 pm. Please leave a voicemail, with your name, phone number, email address (if possible), and enquiry. We aim to respond to all messages within 2 working days. Any messages received to our voicemail on Friday afternoon will be retrieved on Monday, after the weekend.

November 2021 Backlog Update

As of 30 November 2021, there are 20 unallocated substance and maladministration cases – the oldest case in the backlog is July 2021. It is currently taking us 7 months to allocate these types of cases to an investigator. However, there are no delays in processing applications for referrals, admissibility reviews or undue delay investigations.

To help reduce the backlog, three new permanent Senior Investigators joined the team, who are fully trained, and currently working on substance and maladministration cases.

If you are thinking about making an application to us for a substance or maladministration investigation, we encourage you to do so. It is very important that you make your application to the Ombudsman within the 6-week time limit otherwise we may not be able to review your case at all.