FEATURES he Service complaints system
Islands, she was previously a barrister in private practice and she also served as a Commissioner for the Independent Police Complaints Commission (IPCC).
“I have joined an organisation undergoing significant change and when I was at the Independent Police Complaints Commission, this was another organisation that was at a critical point in its journey. Plus, of course, working with the police has helped prepare me for my work supporting the Armed Forces.”
Since Nicola took up her appointment as Commissioner, she has been busy visiting all three Services, including the RAF Service Complaints Team at HQ Air Command, High Wycombe. “I’m impressed with the work they’re doing. One of the good things they’ve done is to co-locate
lawyers and case workers together, which makes for smart working practice as a team.”
Changes to Ombudsman
After eight years of holding the Armed Forces to account for their handling of complaints from Service personnel, in 2016 the Commissioner’s role will change to that of an Ombudsman, with extra powers – and the complaints system itself is changing too.
Nicola says: “The Services realise things need to change in the way complaints from personnel are handled and on the whole, they are supportive. There’s a real culture change going on across all three Services in the way they view complaints. They understand that complaints are their chance to put things right for personnel and improve things that aren’t working.”
Why a Service Complaints Commissioner? Servicemen and Servicewoman should expect to be treated fairly throughout their career. The role of Service Complaints Commissioner for the Armed Forces was created in 2008 and is independent of Government. Nicola’s role is to help Service personnel access their complaints system. She can do this by referring a concern they bring to her into the Service complaints system. She can also monitor the handling of the complaint. The Commissioner also reports on the Service complaints system to Parliament and recommends improvements to it. Her job is to hold the system to account and make sure it works properly.
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