FEATURES
The new Ombudsman will be able to protect Service personnel by: • Referring potential complaints to the chain of command on their behalf
• Making the final decision on whether the Services should accept complaints for investigation
• Making the final decision about whether an appeal is ‘Out Of Time’
• Investigating the handling of some complaints by the Services
• Investigating the substance of some complaints.
Nicola says the first year of the new system will be challenging. “I fully expect that the first year will see a higher level of complaints recorded whilst the system is tested. That’s a good thing however, as it will give people the chance to see how the new processes work and test out our preparation.”
Ahead of the transition to the new system, the current backlog in casework is being addressed by all three Services – while Nicola’s office is hard at work preparing for the changes the transformation from Commissioner to Ombudsman will bring. As well as a redesign of the office, operational processes need to be defined and staff recruited and trained.
“It will be an exciting time for us all,” Nicola says, “and that’s one of the things that attracted me to the appointment.”
Nicola emphasises that Service personnel and their families can have confidence in the complaints system. “We are here to hold the Services to account. I would say to anyone who is sceptical about whether we can help them that it’s definitely worth getting in touch with us.”
Nicola also emphasises that confidentiality should not be a concern. “Of course, our role is to refer people’s concerns to the chain of command, so people who contact us must be aware of that. But we will not do that without your consent. As an organisation, we abide by very strict confidentiality rules and processes.”
As I prepare to leave the Commissioner’s office, we talk about how eager she is to visit Service personnel up and down the country and find out more about the
10 Envoy Summer 2015
What happens when you contact the Commissioner? If you are a Serving member of the Armed Forces and you have a concern about a matter to do with your Service life, you or a family member or your MP can contact the Commissioner in writing or via the SCC website. You can do this in confidence but it’s important to understand that the Commissioner’s role is to refer your concern (with your consent) to your chain of command and oversee how it is handled by the RAF.
1. The Commissioner will decide if she can refer your concern to your Commanding Officer (CO).
2. If the issue involves your CO, it will be forwarded to a Senior Officer (SO). 3. Your CO (or SO) will contact you to discuss your concerns and whether you want to make a formal complaint. You should be offered an Assisting Officer who can help you complete the necessary forms and advise you throughout the complaints process. Alternatively, the CO/SO may be able to resolve the issue informally at this stage.
4. The CO/SO will consider/investigate your complaint. You and the Commissioner will be kept informed of progress.
5. Your complaint will be decided. It may be upheld, in whole or in part, or not upheld. The RAF must write to you to tell you the decision and explain what options will be open to you if you are not happy with the result.
challenges they see in their daily life and how she could help. With this in mind, the Families Federation have extended an invitation to the Commissioner to visit us in the Autumn – by then, we’ll have more news to share on how the Ombudsman role is shaping up.
I enjoyed the opportunity to meet and learn more about Nicola Williams – what makes her tick, what she feels she brings to her role and the difference she can make to our serving personnel and their families. One thing’s for sure – the Service complaints system is changing and for the better.
Nicola is determined to keep up the pace of that change and support our personnel.
How to contact the Commissioner’s office Head to the Service Complaints Commissioner’s website, which has lots of useful information and a contact form you can use to raise a concern with the Commissioner. Visit www.
armedforcescomplaints.independent.
gov.uk or email
contact@oscc.gsi.gov.uk or telephone 020 7877 3450 (complaints line).
Reference: Service Complaints Commissioner for the Armed Forces – Annual Report 2014.
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56