Complaints procedure

If you are unhappy with the service you get from Veterans UK, there are different ways you can complain.

How to complain

If you think something is wrong speak to someone about this as soon as possible by calling our Veterans Help Line: 0808 1914 2 18 Freephone (UK only). If calling from overseas the number is: + 44 1253 866 043.

Stage 1

Contact your caseworker by calling the Helpline number above. Your caseworker has all the information relating to your claim or appeal. If you are not satisfied after speaking to your caseworker, you may ask to speak to their manager to try to resolve matters.

Stage 2

If speaking to your caseworker or their manager does not resolve the issue, you may wish to speak to a member of the Veteran UK Customer Services Team who can investigate matters on your behalf. To speak to a Customer Services Manager, you should ring our Veterans Help Line on the number(s) provided above. Alternatively, you may write to the Manager of the Customer Services Team at

The Manager
Veterans UK Customer Services Team
Room 6303
Lancashire FY5 3WP

Stage 3

If, following investigation and response by a Customer Service Manager you are still dissatisfied, you may put your complaint in writing to the Head of Veterans UK at

Head of Veterans UK
Room 6406
Lancashire FY5 3WP

In all cases, we will acknowledge correspondence from you within 5 working days of receipt and, for all complaints, respond either in full or with an informative update within 20 working days of receipt.

When you telephone we will ask you to provide your name and national insurance number, and may ask for your date of birth or other memorable data to verify your identity. If you write to us, you should always include your name and national insurance or service number.

Independent Complaints Panel (ICP)

If, having followed all stages of our complaints procedure outlined above you do not feel your complaint has been handled correctly, you can ask the ICP to look at your case. The panel can only look at whether a complaint has been thoroughly and properly investigated, that a fair investigation took place and a full and accurate reply provided.
They cannot consider the substance of a complaint where formal procedures are already in place to review and investigate the issue, e.g. by making an appeal.

If you would like the panel to review your case, you should write to:

The Secretary
Independent Complaints Panel
Tomlinson House

You can also call the Veterans UK Helpline and ask to be put through to the Secretary.

The Parliamentary Ombudsman

If after following this complaints procedure you feel that we have not appropriately addressed any mistakes we have made, the Ombudsman may agree to investigate the matter. You will need to contact a Member of Parliament who can refer your complaint to the Ombudsman.

Independent bodies that can help you

Organisations like the Soldiers, Sailors, Airmen & Families Association (SSAFA) Forces Help or the Royal British Legion may be able to help you. You will need to give your permission in writing so that Veterans UK can release details of your case to any 3rd party.

You can also seek help from Veterans Advisory & Pensions Committees (VA&PCs). VA&PCs are independent of Veterans UK and many of their members are ex-servicemen and women. The Committees can assist individuals with a problem or complaint about war pensions or Veterans UK. You should contact the Clerk for the Committee in your local area in the first instance, and you can do this by calling our Veterans UK Helpline number.