Updated: Made changes to summary and section Service Complaints Commissioner which is now Service Complaints Ombudsman.
Making a service complaint
Serving or former members of the UK armed forces can make a complaint if they feel they have been wronged on a matter that arises when they are subject to service law. This can include complaints of bullying, harassment, discrimination and biased, improper or dishonest behaviour.
Individuals intending to make a service complaint are advised to read JSP 831 or to seek advice from their local human resource staff or from their equality and diversity adviser. Either of those will be able to explain how the matter might be resolved informally or how to submit a formal complaint. The Annex F service complaint form, which should be used to submit a formal service complaint, is also in JSP 831.
Related information
MOD bullying and harassment complaints procedures
Service contacts
If local HR staff are unable to assist, each service has a service complaints secretariat, whose contact details are as follows:
Royal Navy: email:NAVYLEGAL-CASEWORKMAILBOX@mod.uk
Army: email Army PersSvcs-PS2-SC-Group@mod.uk
Or telephone:
SO1 Service Complaints Wing 94391 2022 (01264 382022)
SO2 Service Complaints Wing 94391 7701 (01264 381701)
SO3 Service Complaints Wing 94391 7992 (01264 381992)
RAF: email: Air-COSPers-PolSCTGpMlbx@mod.uk
Or telephone: SCT Admin Support 95221 6468 (01494 496468)
The new complaints process
The service complaints process is changing. The Armed Forces (Service Complaints and Financial Assistance) Act is reforming the internal complaints process, making it simpler and more streamlined with one instead of two levels of appeal.
The main changes being introduced are:
the process for handling complaints will be simplified, with one instead of two levels of appeal, and should be quicker as complaints will be assigned to a decision body that has the authority to grant appropriate redress, and to an appeal body if required
the Service Complaints Commissioner (SCC) will become an Ombudsman with greater powers
More information is available in the factsheet about the changes to the complaints process.
Service Complaints Commissioner
Nicola Williams, a former Complaints Commissioner in the Cayman Islands, took over as the Service Complaints Commissioner (SCC) in January 2015 and will be the first Ombudsman. Her appointment has been approved by The Queen.
The Ombudsman will provide independent oversight of the service complaints system. Individuals who do not feel able to approach their Commanding Officer can submit an allegation to the Ombudsman who will consider whether it would be appropriate to refer the matter to the relevant service.
The Ombudsman will have significant new powers, including investigating whether an individual’s complaint was handled correctly or whether there was undue delay in the process.
More information about the Service Complaints Commissioner can be found on the SCO website.