Making a Service Complaint

Serving or former members of the UK armed forces can make a Service 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 Redress of individual grievances: service complaints (JSP 831), or seek advice from their local human resource staff or equality and diversity adviser. Either will be able to explain how the matter might be resolved informally or how to submit a formal complaint.

To make a Service Complaint, you should complete a Service Complaint Form on the My Complaint application (accessible via Defence Gateway). Alternatively you can submit a Service Complaint in writing using the form found at Annex F of JSP 831 Part 2.

Related information

• JSP 763: The MOD Behaviours and Informal Complaints Resolution Policy
• The Service Complaint Process easy-read guide

Service contacts

Naval Service

General enquiries: navylegal-caseworkmailbox@mod.uknavypeople-sclscgenenq@mod.gov.uk

For Service Complaint Admissibility (Annex F): NAVYPEOPLE-SCLSUBMITCOMPLAINT@mod.gov.uk

For Submission of Appeals (Annex G): NAVYPEOPLE-SCLAPPEALS@mod.gov.uk

Army

General Enquiries: apsg-armyscsec-enquiries@mod.gov.uk

For Service Complaint Admissibility (Annex F): APSG-ArmySCSec-Group@mod.gov.uk

For Submission of Appeals (Annex G): APSG-ArmySCSec-Appeals-0Mailbox@mod.gov.uk

RAF

General Enquiries: Air-COSPers-PolSCTGpMlbx@mod.gov.ukair-people-services-sctgpmlbx@mod.gov.uk

For Service Complaint Admissibility (Annex F): Air-COSPers-PolSCT-CentAdmisCell@mod.gov.ukair-people-services-sctcat@mod.gov.uk

For Submission of Appeals (Annex G): Details of the Case Manager to who a Complainant should submit an Appeal will be provided in the Decision Letter.

ServiceThe Complaints Ombudsman for the Armed Forces Commissioner

The ServiceCommissioner Complaintsprovides Ombudsmanthe forindependent and impartial oversight of the ArmedService ForcesComplaints providessystem independentpreviously oversightundertaken ofby the Service Complaints system.Ombudsman for the Armed Forces.

You can contact the ombudsmanCommissioner at any time during the Service Complaints process.

You can ask the ombudsmanCommissioner to:

• help you get access to the complaints system through thea referralsService teamComplaint referral
• review any decision not to treat a matter as a formal complaint
• review any decision not to consider an appeal
• investigate any delay in the SCService processComplaints process; and
• investigate issues relating to the handling or outcome of a complaint

FurtherAccess more information onabout theThe Service Complaints Ombudsman for the Armed Forces is available at www.scoaf.org.uk/Commissioner.

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