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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. 

Application for an 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.

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. 

Application for Undue Delay Investigation (364 KB)

 

How to submit your form

  1. Double-check that you have completed all sections, signed and dated the form
  2. Save the form to your desktop or device
  3. SCOAF staff are working remotely so we have no access to our post. This means there will be a delay in processing incoming post so please continue to send applications and documents to us electronically by email to our contact mailbox: contact@scoaf.org.uk or the investigator handling your complaint.

Please note that if you are sending your application by email the system cannot accept emails larger than 20MB. Emails that exceed the size limit will be blocked by our email system.

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

Timeframes for processing you r 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.