Complaints procedure

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

1. How to complain

If you are unhappy with the service you get from Veterans UK, or you think something is wrong, there are different ways you can complain.

You should speak to someone about your complaint by calling our Veterans Helpline: 0808 1914 2 18 Freephone (UK only). If calling from overseas, the number is +44 1253 866 043.

When you telephone, you will be asked to provide your name and National Insurance number. You will also be asked to answere three security questions to confirm your identity.

If the Helpline operator is not able to answer your complaint, they will transfer you to your caseworker, who 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 a manager.

2. Complaints procedure

Stage 1

If you are still dissatisfied after speaking to your caseworker or the Manager, you may wish to speak to a member of the Veterans UK Customer Services Team, who can investigate matters on your behalf. To speak to a Customer Services Manager you should ring our Veterans Helpline on the number above. Alternatively, you can put your complaint in writing, addressed to:

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

Stage 2

If, following investigation and response by a Customer Service Manager, you feel your complaint has not been fully answered or resolved, you can put your complaint in writing to:

Assistant Head of Veterans UK
Room 6303
Norcross
Blackpool
Lancashire
FY5 3WP

Stage 3

If the response from the Assistant Head of Veterans UK does not resolve the issue, you can write to the Head of Veterans UK at:

Head of Veterans UK
Room 6406
Norcross
Blackpool
Lancashire
FY5 3WP

You should include your full name and National Insurance or service number on all written correspondence.

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

3. Independent Complaints Panel (ICP)

If, having followed all stages of our complaints procedure 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 replies were provided.

They cannot consider the substance of a complaint were 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 complaint, you should write to:

The Secretary
Independent Complaints Panel
Norcross
Blackpool
Lancashire
FY5 3WP

You can also call the Veterans UK Help Line and ask to be transferred to the Secretary.

4. The Parliamentary Ombudsman

If you are not satisfied with the response you receive from the ICP, and feel we have not properly addressed the issue or any mistakes we have made, the Parliamentary Ombudsman may agree to investigate the matter. You will need to contact a Member of Parliament who can refer your complaint to the Ombudsman.

5. Independent bodies that can help you

There are organisations who can help you, such as:

Soldiers, Sailors, Airmen & Families Asssociation (SSAFA) Forces Help http://www.ssafa.org.uk

The Royal British Legion http://www.britishlegion.org.uk

You will need to give your permission in writing before Veterans UK can release details of your case to any third party.

You can also seek help from Veterans Advisory & Pensions Committees (VA&PCs) https://www.gov.uk/government/organisations/veterans-advisory-and-pensions-committees-x13

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 of 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 Helpline number.