Coronavirus is affecting the type and number of complaints people are bringing to us. It is also having an impact on the organisations we investigate. We will continue to monitor the impact of coronavirus on our service and keep you updated on this page.
Current wait times
We are sorry that it could take several months before we can look at your case. This is because both the NHS and UK Government agencies are facing increased demand for services and because we have more cases than usual to work through.
We are working hard to reduce this waiting time and will keep you informed by updating the information on this page.
If you have a concern or a complaint
Our helpline is open and our staff are here to offer advice and support if you have a concern or complaint. We can also signpost you to other services for support during this difficult time.
If you have not yet had a response from the organisation you are complaining about, we will not be able to consider your complaint at this stage. We understand this can be frustrating, but it will help us to deal with enquiries and complaints more quickly if you bring us your complaint at the point we are able to look at it.
Please use our complaint checker tool to find out if we are the right organisation to look at your complaint and if it is ready for us.
Complaints about UK Government agencies and other public organisations still need to be referred to us by an MP. Please ask them to email your complaint to firstname.lastname@example.org rather than sending a letter by post. For more information see what to do before you come to us.
Receipt of post
A small team in our Manchester office are dealing with incoming post. Any post addressed to our London office will be diverted there.
If possible, please email correspondence directly to your caseworker or to email@example.com. Please quote your case reference number if you have one. Relevant documents should be scanned and attached to the email.
Service of legal documents
We can now accept postal service of legal documents to our Manchester office. Please send to: Legal team, Parliamentary and Health Service Ombudsman, Citygate, Mosley Street, Manchester, M2 3HQ.
Note that it may take us longer to process mail as we are operating with fewer staff and mail will need to be forwarded on to staff working from home. To minimise delays when posting legal documents to us, please clearly mark them for the attention of the legal team and either email Legal@ombudsman.org.uk or telephone 0345 015 4033 to let us know to expect them.
Also note that we are unable to accept service by hand.
You may prefer to email all legal correspondence to Legal@ombudsman.org.uk.
If you have sent any correspondence with the intention of service by post in the last 14 days and it has not yet been acknowledged, please resubmit this by email as a matter of urgency
Your information rights during the pandemic
We remain committed to upholding your information rights during the coronavirus pandemic. This includes your right to ask for information about this organisation (a freedom of information request) or for your personal information (a subject access request). Our information rights staff are working remotely as our offices are closed.
We will try to continue to meet statutory deadlines for requests for digital information or electronic records, though this may not always be possible.
Read more about your information rights during the coronavirus pandemic.
The situation continues to change rapidly and we will provide further updates as we respond to it.
Please continue to check our website or follow us on Twitter for the latest updates.