Our Service Standards and Service Complaints

At all times we aim to treat you with respect and courtesy.

When assessing your complaint we aim to:

  • Acknowledge your correspondence within 3 working days of the date of its receipt
  • Let you know within 2 weeks of your complaint being received whether the initial assessment of your case has been completed
  • Interview you by phone or arrange a face to face meeting where we believe this would be beneficial in considering your complaint
  • Let you know within 10 weeks of your complaint being received whether it has been accepted for investigation
  • Let you know if we are unable to meet a target timescale and the reasons for this. We will also provide you with a revised timescale for response
  • Provide you with information on what to do in the event you disagree with the decision that has been made in respect of your case.

Where we accept your complaint for investigation, we aim to:

  • Update you either by phone, email or letter approximately every 8 weeks on the progress of the investigation of your case
  • Issue a draft report to you and the organisation, detailing the Ombudsman’s proposed findings and conclusions from her investigation of your complaint, within 50 weeks of informing you that your complaint was accepted for investigation
  • Provide you with information on what to do in the event you disagree with the decision that has been made in respect of your case.

If you wish to ask us to review a decision about your complaint, you should ask us to do so within 20 days of being informed of the decision.

Complaints about our service

If you feel that the service you have received from us has fallen short of the standards expected you can make a complaint to us. In general we expect you to make any complaint reasonably soon after the issue you wish to complain about has occurred and not later than 3 months of your case being decided by this Office. Click here for further information on how to complain.

Click here for our Service Standards complaint form.