Festive Period: Our office will be closed from Thursday 23rd December 2021 at 5 pm until Tuesday 4th January 2022 at 9 am (inclusive). You will still be able to submit enquiries and applications during this period to our contact mailbox: email@example.com. But, they won’t be actioned until we re-open in the New Year.
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 enquiry. We 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.
How long will it take?
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.
How to help the process run smoothly
It is important that you:
Let us know how and when we can contact you
There is space to do this on the application forms. Don’t 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 can’t 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
You may be asking the Ombudsman to do more than one thing, but you need to make a separate application for each. This is so we understand what you are asking for and apply the right time frame and process to request each. We tried to have have only one form to cover all 4 powers, but it was too confusing for people. We understand that it is a bit of extra work at the beginning, but it makes the process quicker in the end.