Application for an Investigation of 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.

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

We are in the process of updating our application forms. Before you submit your application please make sure that you read our privacy policy.

How to submit your form

• You can submit your application form by post or email
• Double check that you have completed all sections, signed and dated the form
• Save the form to your desktop or device
• Send your completed form by email to contact@servicecomplaintsombudsman.gsi.gov.uk or post to Service Complaints Ombudsman, PO Box 72252, London SW1P 9ZZ
• If you have any difficulty completing the form, contact our Enquires and Referrals Team on 0207 877 3450 who will be able to assist you

Timeframes for processing your application

Once your application has been allocated to an investigator we aim to provide you with a final decision within 17 working days from allocation. Your application will be allocated to an investigator within 10 working days of your initial acknowledgement.

Please note that:

• If you think there has been undue delay in an ongoing Service complaint or Service matter, you should try and resolve this with whoever is handling the complaint/matter before approaching the Ombudsman
• 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.