Step 2: reviewing applications

If we think we may be able to help, we’ll look at your application in more detail and ask for more information from you or elsewhere if we need it.

On average it will take 7 weeks for us decide whether or not we can deal with your complaint and if we can’t we will explain why.

We may not be able to accept your case for investigation if, for example:

  • you have not given the people you think are at fault a proper chance to put things right
  • your complaint is about something the law says we can’t look at
  • your complaint has been (or is being) considered by a tribunal, court or another Ombudsman.

After we’ve looked at your application we may decide that we can only look at some aspects of your complaint.

Whatever happens we will write to you and let you know what we have decided and why.

If you don’t agree with our decision you should write to us within 21 days explaining why you think we should reconsider.

One of our reviewers will look at all the facts again and ask for more information if needed. They will make a final decision about your application within 8 weeks (on average).

If your case is accepted for investigation we will send you a factsheet with information on our investigation process.

Factsheet: how we investigate complaints