There are rare occasions when I believe it is appropriate to step in early and ask the Ombudsman Service to put their investigation of a case on hold while I review the issues raised. This can sometimes happen, for example, if:
- it’s clear the Ombudsman Service isn’t investigating the case you brought to it
- if there’s anything about the investigation that may cause concern
- it’s clear the Ombudsman Service is investigating a case set up against the incorrect business
- there are valid reasonable adjustment needs
I will check your case file first before confirming whether or not it is appropriate to prioritise your service complaint or put the Ombudsman Service’s investigation of your case on hold.
Please note, this approach is decided on a case by case basis. And, as I mentioned above, it’s very rare for me to step in early.