Complaint handling Archives - Service Complaints Ombudsman for the Armed Forces

16
Jul
2018

Our allocation backlog

An Ombudsman’s office is the place people turn to when things go wrong. Whether they want information about how they can address their complaints, or want an investigation, there is an expectation that the Ombudsman can and will help in a timely manner. However, those expectations may not be met when that office is experiencing a backlog. This is the current situation in my office.

26
Oct
2017

9ICOAF

On 9th – 10th October I had the great honour to co-host the 9th International Conference of Ombuds Institutions for the Armed Forces (ICOAF) in London. This was the culmination of a significant part of the work my office has done over the last two years, outside of our essential operational role. I am exceptionally […]

22
Sep
2017

Unfair treatment for having made a Service complaint?

Last month we asked our Twitter followers what issues they thought I should be blogging about. The responses all centered on the same theme – what happens if there are repercussions for making a Service complaint? This is a longstanding area of concern for myself and many members of the Armed Forces and their loved […]

11
Aug
2017

Recommendations

The role of an Ombudsman is not only to carry out investigations but to make recommendations. In addition to the recommendations I make each year in my Annual Report, I have the power to make recommendations in individual cases as part of my findings. In this blog I will be explaining more about this particular […]

07
Dec
2016

What makes a good decision letter?

One of my powers as the Service Complaints Ombudsman for the Armed Forces is to review decisions made by the chain of command to not accept a complaint for investigation. In the first 9 months my office has upheld 53% of reviews of this type in favour of the complainant. In some instances it isn’t […]

01
Dec
2016

November 2016 – The power of “sorry”

Sorry seems to be the hardest word in the resolution of complaints but it shouldn’t be that way. One small word can lead to a fundamental shift in how an individual views the outcome of a complaint and their treatment within the complaints process. In this blog I examine the power of ‘sorry’ and why […]