FAQs
Frequently asked questions
Here we've listed the most commonly asked questions as an easy guide:
- Why should I contact the Commissioner?
- Who can contact the Commissioner?
- Is there a time limit on complaints?
- What can I make a complaint about?
- What can't I make a complaint about?
- Can I make a complaint over the phone or in person?
- Who do I speak to if I need advice or help on writing my complaint?
- Who is the Commissioner accountable to?
Why should I contact the Commissioner?
The Commissioner provides an alternative point of contact for you to raise concerns if for whatever reason you do not wish to make a complaint directly to your Commanding Officer (CO). She will monitor how your complaint is handled and ensure that you are treated properly.
Who can contact the Commissioner?
Any Service man or woman currently serving in the regular, territorial or reserve forces, can contact the Commissioner. Those who have left the Service may also complain about matters that occurred during their service. However the normal time limits, set out below, will apply.
A family member, friend or someone acting on their behalf such as an MP, can also contact the Commissioner. They will need to tell her whether the Service man or woman knows they are writing.
Is there a time limit on complaints?
Your complaint must normally be about an event which is happening now or has happened within the last three months. If the event occurred over three months ago, you need to tell the Commissioner why you have been unable to raise the matter before and why you feel it would be only fair to consider a complaint now. The Commissioner has no powers to re-open complaints that have been fully investigated and are now closed.
What can I make a complaint about?
You may raise any matter to do with your service in the Armed Forces.
What can't I make a complaint about?
The Commissioner cannot deal with complaints about family matters, unless it is something that the Service man or woman can complain about themselves. Complaints from families about how the Armed Forces have treated them or about the death of a Service man or woman are also outside her remit. Tne Army, Navy and Royal Air Force have Families Federations which support the families of Service personnel.
The Commissioner cannot deal with pension matters or disability issues unless they could be the subject of a Service complaint. On those questions, the Service Personnel and Veterans Agency may be able to help, as may the Royal British Legion.
Can I make a complaint over the phone or in person?
You should make the first contact in writing, by letter, e-mail or by filling out a form. A member of the Commissioner's staff can then contact you by phone if she needs further details or to discuss your complaint.
Who do I speak to if I need advice or help on writing my complaint?
You can make a Service complaint directly to your CO and he or she will appoint someone to act as your assisting officer. The assisting officer will help you write your complaint and support you through the process. More information about the Service complaints process is in the leaflet "How to make a complaint to the Commissioner" - PDF [85 KB].
If you want to make a complaint through the Commissioner, she can help you decide exactly what you want to complain about and what you want to happen as a result. If you are concerned about writing a letter, please fill in the form and send it to the Commissioner.
Who is the Commissioner accountable to?
The Commissioner is accountable to Ministers and to Parliament. She has the power to raise concerns at the highest levels within the Services and directly with Ministers about the way complaints are being handled. Each year the Commissioner will produce a public report on how well the complaints system is working.
