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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. 

Before the Ombudsman can help, you need to try and resolve the issue yourself.

Speak to, or email, the person handling your complaint and ask why there has been a delay. You should also ask when you can expect your complaint to be resolved.

What if you do this and the delay continues?

You can make an application to the Ombudsman and ask her to investigate undue delay in a Service matter. When you make your application you will need to tell us what you have done to try and resolve the delay.

If there is a reason you can’t try and resolve the issue yourself, you will need to tell us in your application.

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

Application for an Investigation of Undue Delay