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Festive Hours: Please note that our office will be closed from 5 pm on Friday 21st December 2018 until 9 am on Wednesday 2nd January inclusive. During this period you can still send queries or applications by email to contact@scoaf.org.uk, and we will get back to you when we reopen in the New Year. We apologise for any inconvenience caused.

The Role of our Operations Teams

Referrals

The Enquiries and Referrals Team is the frontline of our office. They are the first point of contact for anyone:

  • making an application to the Ombudsman, or
  • seeking information about the Ombudsman’s powers and processes.

The can provide information about the Service complaints process, but not advice about whether a person should make a Service complaint. The decision to make a complaint can only be made by the individual. The team ensure that every individual contacting our office is treated with the utmost care and concern. They often deal with very sensitive issues but they are not a crisis or welfare service.

Our office isn’t staffed 24hrs a day, 7 days a week. It is open Mon – Fri 9am -5pm. Please allow up to 2 working days to receive a response to your enquiry.

To contact the team:

Phone 020 7877 3450
Email contact@scoaf.org.uk
Write Office of the Service Complaints Ombudsman, PO Box 72252, London SW1P 9ZZ

Investigations

The Investigations Team consists of 10 experienced investigators and Head of Investigations. The team is overseen by the Chief of Operations.

The role of the team is to discharge the Ombudsman’s investigations function. This is done by conducting independent and impartial investigations and producing decision reports.

As an impartial Ombudsman service it is essential that people can trust the independence of our investigations. All our investigations hold professional qualifications in Ombudsman and Complaint Handling through Queen Margaret University.