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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 enquiryWe 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. 

The Ombudsman has no jurisdiction at this stage.

If your complaint is following a special-to-type* (STT) process the Ombudsman has no jurisdiction at this stage. If you are not happy with the outcome from the STT process, it will be open to you to make a Service complaint about the issue. Once you have made a Service complaint the Ombudsman will be able to help in different ways.

But if you feel the STT process is taking too long, you can ask the Ombudsman to investigate undue delay in the handling of a Service matter.

To find out more information and make an application click the link below

Application for an Investigation of Undue delay

For more information on the Ombudsman’s powers read about what the Ombudsman can and can’t do

*Special-to-type (STT) procedures resolve certain types of complaints. These include complaints about Service health care, housing, pay and allowances. This list is not exhaustive. For more information on STT processes and how may affect your service complaint read  JSP831, Part 2, Section 3