Investigation of Undue Delay

What is undue delay?

There is no legal definition of undue delay, but in general terms it means you think that the time taken to do something has been unwarranted or excessive.

When can I ask the Ombudsman to investigate undue delay?

You can only request an investigation into undue delay where

  • You believe there has been undue delay in the handling of a Service complaint you have made; or,
  • You believe there has been undue delay in the handling of a Service matter; and,
  • the Service complaint or Service matter is still open

You should try and resolve the delay with the person that is handling your complaint/matter before making an application to the Ombudsman.

Investigation into Undue Delay

To complete the application form, you will need to open it in Adobe before filling it in. If you don’t do this, you won’t be able to save the form.

How to submit your form

Double-check that you have completed all sections, signed and dated the form.

Save the form to your desktop or device.

Send the form to us by:

Post: Our postal address is:


PO BOX 72252,



Please retain proof of posting or use recorded delivery through Royal Mail. Please note that items signed for on delivery are not signed for by our office but staff at the post office. There is a delay between the date items are received at the PO BOX and the date they reach our office.

Email: The quickest way to send applications and documents to us is  electronically by email to our contact mailbox:, or the investigator handling your complaint. Please note that our system cannot accept emails larger than 20MB. Emails that exceed the size limit will be blocked by our email system. Please send separate emails and mark each email in the subject box.

If you have any difficulty completing the form, contact our Enquiries and Referrals Team on 0300 369 0689 for assistance.

Timeframes for processing your application

2 days

Once we receive your application you will receive an acknowledgement within 2 working days.

10 days

The initial assessment of your application will take up to 10 working days.

17 days

Once your application has been allocated to an investigator, we aim to provide you with a final decision within 17 working days.

Please note: It is important that we can contact you once you have submitted an application.  If we can’t contact you we may be unable to process your application or there may be delays in starting an investigation.