SCOAF publishes its Annual Report 2024

The Service Complaints Ombudsman for the Armed Forces (SCOAF), Mariette Hughes, has assessed that the Service Complaints system continues to operate in a way that is not efficient, effective or fair in her 2024 Annual Report that was laid in Parliament today.  This is the ninth year in a row that this assessment has been reached.  

Key issues which continue to affect the operation of the Service Complaints system include the time taken to resolve appeals, a lack of trust and confidence in the system, and there remains serious concerns around the experiences of those who have cause to raise complaints about bullying, harassment and discrimination. 

There has been an overall reduction in meeting the timeliness target of resolving 90% of cases in 24 weeks with the Armed Forces closing 63% of Service complaints on time. A reduction in KPI’s can be attributed to the continued rise in the number of complaints across the Services and resource issues. 

The Ombudsman welcomes the significant amount of progress made in 2024 in delivering outstanding recommendations. This has been achieved through the Services and Ministry of Defence playing an active part in designing solutions and making changes and a shared commitment to deliver improvements. 

The Ombudsman has made two new recommendations to the Ministry of Defence and one observation. These focus on working with the Ministry of Defence and single Services to improve the metrics for assessing the efficiency of the system and to ensure issues which affect large numbers of personnel are dealt with effectively. 

Statement from the Service Complaints Ombudsman for the Armed Forces, Mariette Hughes: 

Whilst I remain unable to say that the Service Complaints system is efficient, effective or fair, this has been another year of significant progress. The Services and the Ministry of Defence have shown a real commitment to delivering on outstanding recommendations, and to improving the experience for users of the Service Complaints system.  

The continued rise in the number of complaints admitted highlights how important it is to get things right, for the benefit of all Service personnel.  As we transition under the banner of the Armed Forces Commissioner, we will continue to engage with the three Services in a positive and meaningful fashion, seeking to identify further areas for improvement, whilst providing oversight and assurance. 

I have made two new recommendations this year, and one observation. The first recommendation focuses on the need to improve the metrics for assessing efficiency, which will enable us to better understand the issues preventing swift resolution of complaints, and to identify more targeted interventions. The second recommendation relates to the need to ensure that issues which affect large numbers of Service personnel are handled appropriately. Finally, the observation identifies the effect that Service Complaints can have on all parties and highlights an issue that the Armed Forces Commissioner may wish to take forward. 

I remain confident that the system is improving. However, we will only achieve the vision of an efficient, effective and fair Service Complaints system if we continue to work and drive for change together. 

Highlights of the Report include: 

The performance of the Service Complaints system 

In 2024:   

• 1,302 Service Complaints were ruled admissible. 

• 63% of complaints were closed within 24 weeks (tri-Service target). 

• The average Service Complaint takes 22 weeks to process. 

• 42% of Service Complaints are upheld (partially or fully) in favour of the complainant.

• The 3 largest areas of complaint concerned:   

  • Career management (38%). 

  • Bullying, harassment or discrimination (21%). 

  • Pay, pensions and allowances (14%).    

• Female Service personnel remain overrepresented in the Service Complaints system, making up 23% of complaints but only 12% of the Armed Forces.  

   

The work of SCOAF   

In 2024:   

• SCOAF made 124 referrals to help current or former Service personnel access the Service Complaints system, of which 100% were made within the time target. 

• SCOAF received 423 applications for investigation, of which 94% were eligible for investigation. 

• SCOAF completed 99% of investigations within the time target (received in 2024). 

• SCOAF continued to reduce the backlog throughout 2024. As of 31 December 2024 SCOAF's backlog was zero.