Committee examine work of the Service Complaints Ombudsman

09 January 2019

In March 2014, the Government announced plans to establish a new Service Complaints Ombudsman in place of the Service Complaints Commissioner and to reform the complaints system.

The Defence Committee undertook detailed scrutiny of the Government’s proposals and in its report suggested several key amendments to the legislation, many of which were incorporated into the Armed Forces (Service Complaints and Financial Assistance) Act 2015. The Committee also held a pre-appointment hearing with Nicola Williams, the Government’s nominee to be the first Service Complaints Ombudsman. The Ombudsman and the new complaints system have now been in operation for approximately three years and the Committee will take evidence from the Ombudsman on 26 February on her role and the effectiveness of the new system.

Send a written submission

To inform the session, the Committee would welcome written evidence on the following matters:

  • the effectiveness of the Service Complaints Ombudsman, including the level of resources andpowers available to her;
  • the effectiveness of the new complaints system and any possible future improvements;
  • the findings and recommendations of the Ombudsman in her 2017 Annual Report and theMinistry of Defence’s response; and
  • the Ombudsman’s relationship with the Ministry of Defence and each of the individual Services.

Please note that the Committee is unable to discuss, deal with, or investigate individual cases.

The deadline for written submissions is 7 February 2019.

Send a written submission to the inquiry on Work of the Service Complaints Ombudsman.

Further information

Image: Service Complaints Ombudsman

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