Statistics Hub

The Annual Statistical Tables include statistics concerning the Service Complaints process, the experience of complainants, and SCOAF Operations.

• The Tables on the Service Complaints process are based on Tri-Service figures from the Service’s Annual Statistical Return to SCOAF. They cover the volume of complaints ruled admissible, their outcomes and timeliness, and who makes complaints.
  • 1,225 Service complaints were ruled admissible in 2023.
• The Tables on the Service Complaints experience are based on the Service Complaints user feedback survey. This survey covers how easy is it to find relevant information, how well procedures were followed, how effective the process is at resolving individual grievances and the general impact of the experience on users.
  • 34% of Service Complaints users surveyed by SCOAF in 2023 would recommend the Service Complaints process.
• The Tables on SCOAF Operations are based on figures derived from record held on SCOAF's case management system (iCasework). They cover the volume of enquiries, referrals and investigations that SCOAF processes, their outcomes and timeliness, and who makes these complaints.
  • 1,140 enquiries were received, and 174 referrals were made by SCOAF in 2023.

In Q4 2024

The Quarterly Statistical Report presents key findings from the casework of the Service Complaints Ombudsman for the Armed Forces (SCOAF) and supplements information that is released as part of the Ombudsman’s Annual Report.

Statistics presented here are provisional management information and as such are subject to future revision.

For all previous Quarterly Statistical Reports released by the Ombudsman and Commissioner click here.

In Q4 2024:

• The Ombudsman received 106 investigation applications.
• 100% of eligible investigation requests closed were within SCOAF timeliness targets.
• The three Services had 196 ‘red flag’ complaints open.
• On average (median), red flag cases had spent 10 weeks beyond the 24 week target.

The Annual Report is the Ombudsman's key statistical output, containing data on the work of the Service Complaints system.

This includes data on:

• Volume of Service Complaints
  • 1,225 Service Complaints were ruled admissible in 2023
• Timeliness of Service Complaints
  • 74% of Service Complaints received in 2023 were closed within 24 weeks
• Outcomes of Service Complaints
  • 39% of all closed Service Complaints were fully/partially upheld in favour of the complainant
• Single Service performance
  • 70% of Service Complaints received by the Navy in 2023 were closed within 24 weeks
  • 67% of Service Complaints received by the Army in 2023 were closed within 24 weeks
  • 90% of Service Complaints received by the RAF in 2023 were closed within 24 weeks
• The work of SCOAF
  • SCOAF received 499 Investigation applications in 2023

The Annual Statistical Review contains all data on the Service Complaints system without the narrative of the Annual Report.

This includes data on:

• Who makes a Service Complaint.
• Types of Service Complaints that are raised.
• Access and information on Service Complaints.
• Handling of Service Complaints.
• Timeliness of Service Complaints.
• Outcomes of Service Complaints.

The data for this review is sourced from (i) the Services’ JPA casework management system, (ii) the Service Complaints Feedback Survey and (iii) the Armed Forces Continuous Attitude Survey (AFCAS). 

Statistical Tables relating to the ASR can be accessed here

Access our 2023 Annual Service Complaints Briefing here

We monitor our own performance to ensure we can deliver timely investigations for complainants. This is mostly contained within the above three sources.

We also produce a backlog update each month, so complainants are made aware of any delays they may encounter when using our service.

• Backlog as at 31st December 2023 = 11 cases
• Backlog as at 31st December 2024 = 0 cases
• Backlog as at 31st March 2025 = 5 cases

SCOAF Quarterly Statistical Report Q1: January – March 2024

9.30 am on Thursday 24 April 2025 (4th Thursday in April)

SCOAF Quarterly Statistical Report Q2: April – June 2025

9.30 am on Thursday 24 July 2025 (4th Thursday in July)

SCOAF Quarterly Statistical Report Q3: July – September 2025

9.30 am on Thursday 23 October 2025 (4th Thursday in October)

SCOAF Quarterly Statistical Report Q4: October – December 2025

9.30 am on Thursday 26 February 2026 (4th Thursday in February)

Ministry of Defence

• Chief of Defence People
• Chief of Defence People's Private Office
• Service Complaints Policy Team
• Service Justice Transformation Team
• Head of Profession (Statistics)
• Head of Profession's Private Office (Statistics)
• Deputy Head of Profession (Statistics)
• MOD Analysis Publication Unit

Royal Navy

• Second Sea Lord
• Second Sea Lord's Private Office
• Service Complaints Management Cell

Army

• Deputy Chief of the General Staff
• Deputy Chief of the General Staff's Private Office
• Service Complaints Secretariat

Royal Air Force

• Deputy Commander Capability
• Deputy Commander Capability's Private Office
• Service Complaints Team

Service Complaints Ombudsman

• Ombudsman
• Chief Operating Officer
• Head of Investigations
• Head of Office
• Business Team

Our Background Quality Report keeps us accountable to produce high-quality, robust and trustworthy statistics. 

View our Background Quality Report here.