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FEATURES


ACCESSING THE NEW Service Complaints System whilst Serving in the RAF


by Wg CdrAGKime


Service life has its ups and downs, and if things go wrong your wellbeing and that of those around you at home and at work can be adversely affected. Ideally,the matter should be swiftly,fairly and informally resolved with the individual or organisation best placed to put things to rights. Where this is not possible, every member of the Armed Forces has the right to raise agrievance to their Commanding Officer.The Service Complaints System was reformed in January 2016, becoming asimpler and more streamlined process, improving timeliness and inspiring greater confidence in the system through more open communication. The new Service Complaints Ombudsman has significant new powers, as described in the Summer and Winter 2015 editions of Envoy,tohold the Services to account for their management of Service Complaints, and promote an efficient, effective and fair grievance process for all Service personnel.


Who can make acomplaint? Any serving Service person, in Regular or Reserve service, who believes that they have been wronged in any matter relating to their service in the Armed Forces, may make acomplaint about that matter.


Veterans who believe that they were wronged in any matter relating to their service, and which occurred whilst


12 Spring 2016


they were still serving, may also make a complaint about that matter.Unfortunately, partners, family members and friends of Service persons cannot submit aformal Service Complaint on behalf of the affected Service person. Additionally,there are no procedures for aService Complaint to be made collectively by agroup.


What can aService Person complain about? AService person can make acomplaint about any matter relating to their service with the exception of matters relating to: pensions; discretionary awards; discipline;


compensation and criminal injuries compensation; exemption from call- out or loss of earnings made under the Reserve Forces Act; and decisions made by the Security Vetting Appeals Panel.


Abreakdown of all RAF Service Complaints by subject received during 2015 is below:


How can acomplaint be raised? It makes sense to attempt to resolve an issue informally if at all possible, including discussing the matter with the


Service Complaints Team


Breakdown of all Service Complaints by Category (Jan 15 –Dec 15)


Medical and Dental 1%


Payand Allowances 19%


Bullying 16%


Harassment 6%


Improper Behaviour 9%


Victimisation 1%


Discrimination 3%


Terms and Conditions of Service 45%


www.raf-ff.org.uk


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