BackThe Service Complaints Ombudsman for the Armed Forces (SCOAF) Annual Report 2020 was laid in Parliament today. The report is the fifth report to cover the work of the Service Complaints system and the Ombudsman’s office. There have been a number of improvements to the reformed Service Complaints system. However, the Ombudsman once more finds that the system is not yet efficient, effective, and fair.
This year, the Ombudsman chose not to make any further recommendations for improvement to the Service Complaints system in 2020, as no emergent issues required new recommendations that had not been addressed in previous recommendations for improvement.
There is still work to be done to improve the system in order to ensure it provides appropriate access to redress and resolution, whilst reflecting the unique context and challenges of Service life.
In 2020:
- 729 Service Complaints were deemed admissible across the Armed Forces
- The 3 largest areas of complaint concerned career management (40%), bullying, harassment or discrimination (27%), and pay, pensions and allowances (13%)
- 40% of complaints were closed within 24 weeks (tri-Service target)
- SCOAF logged 862 contacts, made 168 referrals on behalf of current or former Service personnel and received 286 applications requesting an investigation.
- 86% of applications requesting an investigation were accepted by SCOAF
- 50% of all SCOAF investigations found in favour of the complainant: review of admissibility decisions 25%; undue delay 63%; substance 62%; and, maladministration 76%
- SCOAF reduced the backlog from 49 unallocated substance and maladministration cases to 23 as of 31 December 2020
The new Service Complaints Ombudsman for the Armed Forces, Mariette Hughes, said: "I am pleased to present the Annual Report for 2020, covering Nicola Williams' fifth and final year as the Ombudsman. There have been several improvements to the reformed Service Complaints system. However, this report finds once more that the system is not yet efficient, effective and fair. This year, the Ombudsman chose to not make any further recommendations for improvement to the Service Complaints system in 2020, as no emergent issues required new recommendations that had not been addressed in previous years.
"Also, the Service Complaints Transformation Team progressed further with wider reform work. While this work had been delayed in some areas due to the COVID-19 pandemic, there are several activities underway that are designed to deliver the improvements required.As the next Ombudsman, I look forward to reviewing the system over the next few years. My mission is to ensure that the system provides appropriate access to redress and resolution whilst reflecting Service life’s unique context and challenges."
You can download SCOAF's 2020 annual report below.
Source: Service Complaints Ombudsman for the Armed Forces, UK
