Festive Period: Our office will be closed from Thursday 23rd December 2021 at 5 pm until Tuesday 4th January 2022 at 9 am (inclusive). You will still be able to submit enquiries and applications during this period to our contact mailbox: firstname.lastname@example.org. But, they won’t be actioned until we re-open in the New Year.
Phone line: We are currently operating a voicemail call back service on our contact telephone number 0300 369 0689. All messages received are collected by our Enquiries Team, Monday to Friday, 9:00 am until 16:30 pm. Please leave a voicemail, with your name, phone number, email address (if possible), and enquiry. We aim to respond to all messages within 2 working days. Any messages received to our voicemail on Friday afternoon will be retrieved on Monday, after the weekend.
The Ombudsman’s Powers and Processes
The Ombudsman only has jurisdiction over the Service complaints system. The Service complaints system is the internal workplace grievance system for members of the Armed Forces in the UK. As such, the Ombudsman has no powers to assist members of the public or family members of Service personnel who want to make a complaint.
For more information on the Ombudsman’s power’s read about what the Ombudsman can and can’t do
Here is some other information which you may find useful:
Advice and Support
If you are looking for other information or support you may want to contact one of many Service charities and organisations
MOD complaints procedure
How to complain
If you would like to make a complaint or unhappy about a service that you have recieved from the Ministry of Defence. You can write to the Ministry of Defence (MOD) Ministers at the following address:
MOD Ministerial Correspondence Unit
5th Floor, Zone A
More information on the MOD complaints procedure can be found on their website.
Raising concerns about wrongdoing and malpractice at work
The Ministry of Defence (MOD) has a confidential hotline that allows personnel to raise a concern where they believe someone has, is, is going to, is asking them to, or is covering up wrongdoing against the MOD that:
- goes against the Values and Standards of the Services or Civil Service Code, or is illegal;
- endangers others or places the health and safety of people at risk;
- places our property, assets and money at risk through theft, fraud, or negligence
The Confidential Hotline can be contacted in one of the following ways:
- Telephone: 0800 161 3665 (UK) or +44 1371 85 4881 (Overseas)
- Email: email@example.com
The Confidential Hotline is not to be used to raise queries about Service complaints.
The Whistleblowing and Raising a Concern policy can be accessed on the MOD intranet.
Special-to-Type Matters (STT)
There are certain matters which are considered Special-to-type (STT) that have their own complaints processes such as healthcare, housing, pay and allowances. This list is not exhaustive.
Your complaint may have to go through a separate process first depending on what your complaint is about. Your chain of command or the complaints secretariat for your Service will let you know if this is the case.
Your Service complaint may be paused pending the outcome of the STT process whilst it is being investigated. If you are still not happy with the outcome you will have the option to reactivate your Service complaint.
To find out more information about special-to-type processes and how it affects your Service complaint. You can contact the complaints secretariat for your Service or read JSP831, Part 2, Section 3 Paragraph 29.
Other Ombudsman organisations
Not the right Ombudsman? You can find information about different Ombudsman organisations that may be able to assist with your matter by using the Find an Ombudsman tool on the Ombudsman Association website.
The Service Complaints Ombudsman is not responsible for the content of other websites that it links to.
Not what you are looking for?
If you have a general enquiry and would like further information which is not covered on this page. Please contact our Enquiries and Referrals Team who may be able to assist you, or signpost you to someone who can. Our Team aims to respond to all email contact within 2 working days.