Service complaints process improves, but delays remain

The UK government has provided new data on the processing times for military service complaints, revealing improvements in efficiency but highlighting ongoing delays in handling grievances within the Armed Forces.

Responding to a parliamentary question from Lord Lancaster of Kimbolton, Defence Minister Lord Coaker pointed to statistics from the Service Complaints Ombudsman for the Armed Forces (SCOAF), which tracks the time taken to resolve complaints. The data shows that while the overall time required to close complaints has been reduced, some cases still take months to conclude.

According to the figures published in the SCOAF Annual Statistical Tables, the average time to complete an investigation across various categories of service complaints has declined between 2018 and 2023.

For example, cases of undue delay in complaint resolution took an average of 28 weeks in 2023, down from 81 weeks in 2020—a 65% reduction. Similarly, investigations into maladministration saw the time taken fall from 82 weeks in 2020 to 28 weeks in 2023.

However, despite these improvements, many service personnel are still waiting months for their complaints to be resolved, with cases routinely taking more than six months to conclude.

(Source: SCOAF Annual Statistical Tables 2023)

Faster Caseworker Handling Times

Another key finding is the reduction in the average time a caseworker spent on an investigation. In 2018, service complaints relating to undue delay required an average of 56 weeks of caseworker time. By 2023, this had dropped to 14 weeks, marking a significant improvement in efficiency.

(Source: SCOAF Annual Statistical Tables 2023)

Time Spent Unallocated to a Caseworker Still an Issue

While improvements have been made in processing speed, some cases still spend extended periods unallocated to a caseworker. The data shows that in 2020, complaints related to undue delay spent an average of 57 weeks unallocated, meaning service personnel were left waiting over a year before their case even began to be handled.

This has since improved, with the unallocated time dropping to 14 weeks in 2023, but remains an area of concern.

(Source: SCOAF Annual Statistical Tables 2023)

Improved Oversight and Future Reforms

Lord Coaker acknowledged that while the Ombudsman has not specifically assessed the number of transfers a complaint undergoes between individuals, a new Service Complaints Case Management System is being implemented. Alongside regular workshops between the Services and the Ombudsman, this is expected to help standardise working practices and reduce unnecessary delays.

The government say it is keen to ensure that service personnel have confidence in the complaints process and that grievances are dealt with fairly and efficiently. With continued improvements in processing speed, there is hope that the system will become more responsive and transparent in the coming years.