Book Description

It is accepted that the steady increase in the level of Service complaints made directly to the chain of command or referred by the Commissioner may indicate an increasing level of confidence in the system. However, there is concern noting the Commissioner's comments regarding a much lower rate of annual increase in contacts about matters that could become Service complaints compared to the first three years that her post had existed. This concern is heightened by other organisations, such as the Service Families Federations, reporting lower levels of contact from Service personnel, solicitors reporting an increase in the number of individuals approaching them as they felt the Commissioner had no powers, and the increase in the number of people not pursuing matters with the Commissioner after initial contact for the same reason. There is also concern that the Commissioner and others are reporting that fears of redundancy among Service personnel appear to be deterring them from making Service complaints. It is unacceptable that Service personnel who believe they have a genuine grievance in relation to redundancy or any other matter are reluctant to seek redress and resolution of the matter through the appropriate channels because they fear the consequences of making a complaint. As a matter of urgency the MoD and the Commissioner should investigate this matter. The Service Complaints Commissioner role is an integral part of honouring the Armed Forces Covenant and whilst there has been progress made in delivering a fair, just and efficient Service complaints system, there is still a long way to go