Please note that due to staff shortages there may be a delay in handling your investigation. You will be given further information about this when you make your application, including a revised timeline for the allocation of an investigator and subsequent completion of any investigation. We sincerely apologise for this and are working to fill our current vacancies as quickly as possible.
We will acknowledge receipt of your application within 2 working days. How long the rest of the process will take will depend on what you are asking the Ombudsman to do.
The timeframes outlined below start from the time you provide a complete application form to our office. These timeframes are our own and are not set down in legislation. As such, they may subject to review.
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
Undue Delay*
17 working days (3.5 weeks) from the allocation of an investigator
Maladministration*
100 working days (20 weeks) from the allocation of an investigator
Substance (Merits)*
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.