How long will my application take?

Acknowledgement

We will acknowledge that we have received your application within 2 working days.

Allocation of an investigator*

Within 5-10 working days (1-2 weeks) from the date of acknowledgement.

Referral*

7 working days (1.5 weeks) from the date of acknowledgement.

Review of an Admissibility decision

17 working days (3.5 weeks) from the allocation of an investigator.

Investigation of Undue Delay*

17 working days (3.5 weeks) from the allocation of an investigator.

Investigation of Substance and/or Maladministration*

100 working days (20 weeks) from the allocation of an investigator.

*The published timeframes start from the time a fully completed application form is received by our office. This means that all of the information requested on the form has been provided. This includes:

  • signed consent (you can type your name if you are sending the form from a personal email account in your own name)
  • any extra documents asked for the application form
  • any other information requested by the Enquiries and Referrals Team

Timeframes could be longer if we are dealing with a high volume of applications. Your acknowledgement email will outline any expected delays in allocating your application to an investigator.

What you can do to help the process run smoothly

Let us know how and when we can contact you

There is space to do this on the application forms. Do not forget to tell us when you won't be available too - whether for deployment or any other reason.

Try and get the information to us as quickly as possible

We understand that everyone is busy and you may not always have the information we ask for right in front of you. But we cannot help you without it, so it is important to provide it as soon as you can.

Make a new application for each type of investigation

If you are making multiple applications to the Ombudsman, please make separate applications.

This is so we understand what you are asking for and apply the process to each application. We understand that it is extra work at the beginning, but it ensures we can work on your applications as quickly as possible.