CORONAVIRUS: Please be aware that new and existing cases may now be affected as a result of the impact of coronavirus. Essential customer issues and emergency cases are now being prioritised, whilst others may need to be put on hold. Please bear with us and we will keep you updated. Thanks in advance for your understanding and patience. Read more

Coronavirus: Monday 6 April update for consumers

Ombudsman Services | Last updated Apr 06, 2020

We hope as you read this, you are safe and well. We’re here to support and to do our bit as we face into unprecedented times with different challenges emerging for customers, for suppliers, the government and for us too.

We’d like to give you an update on how the service is running, how we intend to support customers through the impacts of coronavirus and to manage expectations around new and existing cases.

Undeniably there will be impacts to our service, so we apologise in advance if you are affected. We’ll do our best to be as effective and efficient as possible given the circumstances. We ask you to be patient and understanding as we must also make some difficult decisions as resources are stretched and as we try to keep abreast of requirements.

As a result of the impacts of coronavirus, it is likely that there will be delays in the service which will affect most cases.

Changes to our service

Prioritisation

As of Monday 6 April 2020, we will be making some changes to how we manage and process cases; enabling us to prioritise those customers and cases which need immediate attention and essential support. These might be vulnerable customers, those in isolation or where it’s essential that services are not cut off, impaired or delayed. We are being made aware by customers and suppliers that some cases need fast decision making and the effective implementation of a resolution.

Extra time now available

We are also making changes so that customers and suppliers will have extra time to manage and respond to requests and requirements throughout the process. An example of this is at the start of a complaint when we ask you to gather evidence and upload bills, photos, statements, email correspondence etc. You will now be given an additional 28 days to upload evidence and prepare your case.

Please be aware that providing extra time does mean that the whole process may take longer overall.

We’ll let you know

Thanks in advance for your patience at this time. We will provide further updates in due course, making clear if and how your case may be affected.

Contacting us

If you need to contact us, the lines are open as usual, and there’s no change in contact details or opening times. Click here for details of our website, telephone, email and postal address.

The quickest way to get on update on your existing case is to sign in, then check and read the case status and notifications from your case handler. You can also add evidence and send queries via the messaging / notification service.

Things may be busier than usual so you may have to stay on the line longer if you need to speak to us. Please bear with us as we prioritise customers and cases. We’ll do our best to keep in touch and to keep disruption and delays to a minimum.

Thank you in advance,

The team at Ombudsman Services

We also wish to extend our thoughts and best wishes to all those personally affected by coronavirus.