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01/07/2021:  Our general enquiries telephone number changed to 0300 369 0689. All calls to our old number are diverted for a limited period. For more information read our latest update.

Note: We are currently experiencing issues sending external emails. We are working hard to resolve these technical issues and will respond to emails as soon as the issue is rectified. While we can receive emails if you do have any concerns please contact us on 0300 369 0989. Thank you for your patience.

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