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I have raised an informal complaint

Is the complaint still open?

Yes

No

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Do you think there has been undue delay in the handling of the complaint?

Yes

No

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Have you raised the delay with the person/s handling the complaint?

Yes

No

I don't feel able to

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If your complaint is no longer open the Ombudsman has no jurisdiction.

Did the informal process resolve your complaint? If it didn’t, you can make a formal Service complaint.

Was an informal complaint made about you? Do you have concerns about how you were treated during the process? If you answered “yes” to both of those questions you can make a formal Service complaint.

Do you want to make a Service complaint?

Yes

No

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Are you:

Current & Former Serving Members of the Armed Forces

Family Member of a Current or Former Member of the Armed Forces

Anyone else

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Do you wish to…

Make a complaint about an issue affecting me

Find out info about an issue affecting a loved one

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I am involved in an on-going Service complaint

Are you:

Complainant

Respondent

Anyone Else

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Was your complaint accepted?

Yes

No

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Is your complaint still open?

Yes

No

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Is your complaint following a special-to-type (STT) process?

*special-to-type (STT) processes are complaints about healthcare, housing, pay and allowances. This list is not exhaustive.

Yes

No

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Do you think your complaint is taking too long to resolve?

Yes

No

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Have you raised this with the Deciding Body?

Yes

No

I don't feel able to

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Did you exhaust the appeals process?

Yes

No

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Do you think there was something wrong with the way your complaint was dealt with or decided?

Yes

No

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