Guidance

Armed Forces Service Complaints process

Information about how to make an Armed Forces Service Complaint.

From:
Ministry of Defence
Published
6 November 2015
Last updated
19 October 2023 — See all updates

Making a Service Complaint

Serving or former members of the UK armed forces can make a Service Complaint if they feel they have been wronged on a matter that arises when they are subject to service law. This can include complaints of bullying, harassment, discrimination and biased, improper or dishonest behaviour.

Individuals intending to make a Service Complaint are advised to read Redress of individual grievances: service complaints (JSP 831), or seek advice from their local human resource staff or equality and diversity adviser. Either will be able to explain how the matter might be resolved informally or how to submit a formal complaint.

To make a Service Complaint, you should complete a Service Complaint Form on the My Complaint application (accessible via Defence Gateway). Alternatively you can submit a Service Complaint in writing using the form found at Annex F of JSP 831 Part 2.

Service contacts

General enquiries: navylegal-caseworkmailbox@mod.uk

For Service Complaint Admissibility (Annex F): NAVYPEOPLE-SCLSUBMITCOMPLAINT@mod.gov.uk

For Submission of Appeals (Annex G): NAVYPEOPLE-SCLAPPEALS@mod.gov.uk

Army

General Enquiries: apsg-armyscsec-enquiries@mod.gov.uk

For Service Complaint Admissibility (Annex F): APSG-ArmySCSec-Group@mod.gov.uk

For Submission of Appeals (Annex G): APSG-ArmySCSec-Appeals-0Mailbox@mod.gov.uk

RAF

General Enquiries: Air-COSPers-PolSCTGpMlbx@mod.gov.uk

For Service Complaint Admissibility (Annex F): Air-COSPers-PolSCT-CentAdmisCell@mod.gov.uk

For Submission of Appeals (Annex G): Details of the Case Manager to who a Complainant should submit an Appeal will be provided in the Decision Letter.

Service Complaints Ombudsman for the Armed Forces

The Service Complaints Ombudsman for the Armed Forces provides independent oversight of the Service Complaints system.

You can contact the ombudsman at any time during the Service Complaints process.

You can ask the ombudsman to:

  • help you get access to the complaints system through the referrals team
  • review any decision not to treat a matter as a formal complaint
  • review any decision not to consider an appeal
  • investigate any delay in the SC process
  • investigate issues relating to the handling or outcome of a complaint

Further information on the Service Complaints Ombudsman for the Armed Forces is available at www.scoaf.org.uk/

A governance framework document which sets out the broad governance framework within which the SCOAF and the MOD operate can be found below.

Governance Framework Agreement between MOD and Service Complaints Ombudsman for the Armed Forces (PDF, 430 KB, 35 pages)

Updates to this page

Published 6 November 2015
Last updated 19 October 2023 + show all updates

  1. Added information about the Governance Framework Agreement between MOD and Service Complaints Ombudsman for the Armed Forces.

  2. Updated information on making a Service Complaint.

  3. Page updated with information about the new complaint process which applies from 15 June 2022.

  4. Added updated contact information.

  5. Updated service contacts information.

  6. Updated text in 'The new complaints process' section.

  7. Made changes to summary and section Service Complaints Commissioner which is now Service Complaints Ombudsman.

  8. First published.

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