Ombudsman - Case Assistance

Finding the Help You Need with a Pending Application or Petition

If you have a problem with your USCIS application or petition, the Ombudsman may be able to help. The Ombudsman provides an impartial and independent perspective to USCIS in an attempt to resolve problems. Before contacting the Ombudsman for help, first try to resolve your problem by using the USCIS customer service options available to you:

• Call the USCIS National Customer Service Center at 1-800-375-5283
• Check My Case Status Online
• Make an INFOPASS Appointment with USCIS

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What Types of Problems Can the Ombudsman Help Me With?

The Ombudsman may be able to help if:

• You are facing an emergency or hardship caused by a mistake, error, or delay by USCIS.
• You are experiencing a problem with your application or petition that you have not been able to resolve with USCIS.
• Your application or petition is pending beyond USCIS processing times.

The Ombudsman is not able to help if:

• You are seeking legal advice. The Ombudsman does not provide legal advice.
• You are seeking assistance with an issue that does not involve USCIS. The Ombudsman’s authority is limited to assisting with problems that relate to USCIS applications, petitions, or services.

NOTE: While the Ombudsman’s Office provides impartial and independent recommendations to USCIS on how to resolve problems, the Ombudsman’s Office does not have the statutory authority to make or change USCIS decisions. 

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Submitting a Request for Help to the Ombudsman

If you have tried the USCIS customer service options but still need help resolving a problem with an application or petition, you can ask the Ombudsman’s Office for help by taking the following steps:

1. Submit your case online using Ombudsman Online Case Assistance, which provides a direct, paperless submission of requests for assistance to the Ombudsman’s Office. If you have questions or experience any problems, please review our Frequently Asked Questions (FAQ) (PDF, 2 pages - 134.39 KB).
   
   OR
   
   You may also Download and complete Form DHS-7001 (PDF, 3 pages - 846 KB), Case Submission Form, to allow the Ombudsman’s Office to share your confidential information with USCIS, or see below for Pilot Ombudsman Case Assistance Online. Please read the Instructions for Form DHS-7001 (PDF, 2 pages - 670 KB) carefully if you have any questions.

2. Make sure to include all USCIS receipt numbers on forms related to your application or petition on the Form DHS-7001 or online, and include copies of important information and documentation, such as:
   • Paperwork you submitted to USCIS
   • Documents you received from USCIS
   • Other information or documentation you feel is important to your application or petition
     *Please do not send original documents
3. Submit your request online or send the signed Form DHS-7001 and any additional information to the Ombudsman’s Office by one of the following methods:

   
   By e-mail:
   cisombudsman@dhs.gov (Recommended)

   By mail or phone:
   Department of Homeland Security
   Citizenship and Immigration Services Ombudsman
   Attention: Case Assistance
   Mail Stop 1225
   Washington, D.C. 20528
   *Due to security measures with the government mail system, cases mailed (even those sent by express mail) may be significantly delayed.
   
   Fax: 202-357-0042

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What Happens After I Submit a Case Problem to the Ombudsman?

Once we receive a request for help, we will:

• Review the information to make sure that we are able to help with your situation;
• Research the status of the matter; and
• If we can assist, contact USCIS on your behalf with independent recommendations on how to resolve the problem.

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Contact Information

By mail:
Office of the Citizenship and Immigration Services Ombudsman
Department of Homeland Security
Mail Stop 1225
Washington, D.C. 20528

Phone: 1-855-882-8100 (toll free) or 202-357-8100 (local)
Fax: 202-357-0042

By e-mail:

• For general and case inquiries: cisombudsman@dhs.gov
• For Public Affairs inquiries, such as information relating to a teleconference, an Ombudsman update, or stakeholder engagements: cisombudsman.publicaffairs@dhs.gov
• To submit feedback or a complaint about the Ombudsman's office: cisombudsman.feedback@dhs.gov

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