Discrimination: What does it mean and how do I know if it has happened to me?
In 2018, 25% of the formal Service complaints accepted for investigation were about bullying, harassment and discrimination. Although they are terms that people are familiar with, a lot of people don’t know what they actually mean.Continue reading
Report on Inappropriate Behaviours – what does it mean for the Service complaints system?
On Monday 15th July, the Ministry of Defence published their Report on Inappropriate Behaviours. The report, written by Air Marshal Wigston which makes 36 recommendations, is an important step in improving the culture in defence and one that I wholeheartedly welcome.Continue reading
Demystifying the role of the Assisting Officer
The importance of the Assisting Officer (AO) in the Service complaints process shouldn’t be underestimated. An AO is a key person for all involved: complainants, respondents and complaints handlers. In this blog, we will look at three important aspects concerning the role of an AO and provide you with some top tips! Appointment of the […]Continue reading
What the Ombudsman can and can’t do: a quick guide
Have you ever wondered why the Ombudsman does some things but not others? Why she only deals with Service complaints and not all complaints? Read for more informationContinue reading
No Ombudsman is an Island: The importance of collaborative working
On 21st – 22nd May, the Ombudsman Association (OA) held their annual conference. Following this event, we reflect on the importance of collaborative working and how it benefits SCOAF.Continue reading
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.Continue reading
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.Continue reading
Your responsibilities as a complainant
We often talk about the responsibilities of our office and the Services have to ensure the complaints system works properly. But, did you know that complainants also have responsibilities?Continue reading
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, […]Continue reading