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Blog

4 tips for improving communication in the complaints process

Being able to communicate clearly and effectively is one of the most important skills someone can have. In order for the complaints process to work as effectively as possible, it is important that both the complainant and the complaint handler are communicating clearly. But although it is an important skill, it isn’t an easy one. In this blog, we look at 4 simple tips that can help improve communication.

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Efficient, effective and fair: What does it mean and why is it important?

The Ombudsman’s Annual Report 2018 was laid in Parliament today. Under the legislation, the Ombudsman is required to make an assessment in her report about whether the Service complaints system is efficient, effective and fair.

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Information v Advice: What’s the difference?

When we ask people how we can improve our service, they often say by providing advice. However, this is something that we cannot do – we can only provide information. Read on to find out why…….   If you look at the list of things we do at the office of the Service Complaints Ombudsman, […]

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Anti-Bullying Week

November 12th-16th is National Anti-Bullying Week. It is a week dedicated to talking about the effects of bullying and strategies to stop it. As the Service Complaints Ombudsman for the Armed Forces, many of the complaints dealt with by my office concern allegations of bullying.

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Black History Month – A Look Back

The end of October brings Black History Month to a close for another year. What began in 1987 as a niche interest in direct response to the climate at the time is now a nationally recognised event, celebrated and endorsed across the political divide and by the Royal Navy, British Army and RAF.

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We need to talk more about Mental Health.

Mental health issues aren’t rare. In fact, 1 in 4 people in the UK will experience mental health ill health each year. So why aren’t we talking about it more? As part of the #timetochange pledge, my office is actively working to change how we think, talk and act about mental health. While this is […]

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The importance of educating personnel on the Service complaints process

In my first Annual Report as Service Complaints Ombudsman, one of the recommendations I made concerned the importance of training and education on the Service complaints system at all levels. It was a recommendation that I made after receiving feedback from a number of personnel who felt there wasn’t enough training on this issue. While work on this recommendation is still continuing, I wanted to let you know more about what we have been doing and why I think education in this area is so important.

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Just and equitable – what does it actually mean?

There are time limits for making a Service complaint and also for making an application to my office. These time limits are set in law.  Complaints that are made outside of those time limits can still be accepted if it considered “just and equitable”. But what does that actually mean?

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