Service Complaints User Feedback

The role of the Service Complaints Ombudsman for the Armed Forces (SCOAF) is to provide independent and impartial oversight of the Service Complaints system.

We are keen to gather information from Service personnel on their experience and knowledge of the Service Complaints system. SCOAF will use this information to assess whether the complaints system is efficient, effective and fair.

Who we are looking for?

We would like to hear from current and former members of the UK Armed Forces who have:

  • recently made a Service Complaint as a complainant
  • an ongoing Service Complaint within the last 12 months
  • been involved in the Service Complaints process as a respondent, assisting officer, commanding officer or deciding officer within the last 12 months
  • not used the Service Complaints system before to understand your knowledge and accessibility of the system


Frequently Asked Questions

5 items

How will my response make a difference/help?

The answers you provide will help the Ombudsman assess people’s knowledge and experience of the Service Complaints system. This information will be gathered and used by the Ombudsman in her report on how the complaints system is operating, so improvements can be made.

Will the survey impact on my current Service Complaint?

No. The survey will not will not impact on your Service Complaint. Your participation is completely voluntary and the responses you provide are anonymous and will not be traced back to you.

I’ve answered similar questions to this by my Service, why am I being asked again?

The information collected by your Service or other processes are used internally and not currently available to SCOAF. Your response to our survey will help us assess if the complaints system is efficient, effective and fair.

How will you process my information?

SCOAF is committed to the protection of your privacy in accordance with the Data Protection Act 2018. All the information you provide to us is handled in a secure and confidential manner.  All responses will be stored on a restricted SCOAF network and will only be accessible by a limited number of SCOAF staff. For more information visit our website under what we do with the information you provide.

When does the survey end?

There is no end date. The survey will always be available on the SCOAF website. SCOAF will gather the feedback and use it to make an assessment in our Annual Report’s on how the complaints system is operating for Service personnel.

If you have further questions about the survey please contact our Enquiries Team who will be happy to provide you with more information. Contact the Team at