The Role of our Operations Teams
The Enquiries and Referrals Team is the frontline of our office. They are the first point of contact for anyone:
- making an application to the Ombudsman, or
- seeking information about the Ombudsman’s powers and processes.
The can provide information about the Service complaints process, but not advice about whether a person should make a Service complaint. The decision to make a complaint can only be made by the individual. The team ensure that every individual contacting our office is treated with the utmost care and concern. They often deal with very sensitive issues but they are not a crisis or welfare service.
Our office isn’t staffed 24hrs a day, 7 days a week. It is open Mon – Fri 9am -5pm. Please allow up to 2 working days to receive a response to your enquiry.
To contact the team:
|Phone||020 7877 3450|
|Write||Office of the Service Complaints Ombudsman, PO Box 72252, London SW1P 9ZZ|
The Investigations Team consists of 10 experienced investigators and Head of Investigations. The team is overseen by the Chief of Operations.
The role of the team is to discharge the Ombudsman’s investigations function. This is done by conducting independent and impartial investigations and producing decision reports.
As an impartial Ombudsman service it is essential that people can trust the independence of our investigations. All our investigations hold professional qualifications in Ombudsman and Complaint Handling through Queen Margaret University.
- Download the file: How does the referral process work? (200 KB)
- Download the file: What do I do after I get a decision on my Service complaint? (212 KB)
- Download the file: What can I do after receiving an admissibility decision? (144 KB)
- Download the file: What do Commanding Officers and Specified Officers need to know about OSCO Investigations? (161 KB)