Guidance

Armed forces service complaints: factsheet on changes to complaints process

This document outlines the main changes to the UK armed forces service complaint system, due to take place in early 2016.

Detail

Upcoming changes to the process

The service complaints process is changing. The Armed Forces (Service Complaints and Financial Assistance) Act 2015 is reforming the internal complaints process, making it simpler and more streamlined with one instead of two levels of appeal.

The Act also changes the Service Complaints Commissioner to an Ombudsman. The Ombudsman will have significant new powers, including being able to investigate whether an individual’s complaint was handled correctly or whether there was undue delay in the process.

Implementation

Implementation of the new service complaints system is planned for the beginning of 2016.