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Armed Forces: Complaints

Answer

Statistics regarding the timeliness and average time taken to close a Service Complaint can be found in the annual statistical tables published by the Service Complaints Ombudsman for the Armed Forces (SCOAF). The tables can be round below.

Whilst the SCOAF has not made a specific assessment on the transfers that take place between individuals during the course of a Service Complaint, the implementation of a new Service Complaints Case Management System and the introduction of regular workshops between the Services and the SCOAF will ensure that working practices are standardised.

Service Complaints Ombudsman For the Armed Forces Annual Statistical Tables

Table 1.13a: Average¹ time taken² to complete³ ⁴ ⁵ an investigation,
by case type and year closed, 2018-2023
Year	Admissibility Decision	ADM_RevChk	Undue Delay	DEL_RevChk	Maladministration	MAL_RevChk	Substance	SUB_RevChk
2018⁴	6.1	ʳ	5.7	ʳ	60	ʳ	58	ʳ
2019⁵	3.7	ʳ	3.7	ʳ	78	ʳ	75	ʳ
2020⁵	3.4	ʳ	3.7	ʳ	81	ʳ	82	ʳ
2021⁵	3.8	ʳ	4.2	ʳ	52	52
2022⁵	3.9	ʳ	4.1	ʳ	34	34
2023⁵	3.2		3.5		28		28
% annual change 2023	-18%		-15%		-18%		-18%
ʳ revised from Annual Statistical Tables 2022
1 Mean.
2 Number of weeks.
3 Includes the time an investigation is delayed by when it is unallocated to an investigator.
4 Includes investigations closed at the mid investigation case review.
5 Excludes investigation applications declined at triage.
Source: SCOAF casework
Table 1.13b: Average¹ time² a caseworker had spent on a (completed) investigation³ ⁴ ⁵
by case type and year closed, 2018-2023
Year	Admissibility Decision	ADM_RevChk	Undue Delay	DEL_RevChk	Maladministration	MAL_RevChk	Substance	SUB_RevChk
2018³	3.7	3.4	56	54
2019⁴	2.7	2.7	39	33
2020⁴	2.5	2.9	25	24
2021⁴	2.6	3.2	20	20
2022⁴	2.5	2.7	17	17
2023⁴	2.1	2.6	14	14
% annual change 2023	-16%		-4%		-18%		-18%
1 Mean.
2 Number of weeks.
3 Includes investigations closed at the mid investigation case review.
4 Excludes investigation applications declined at triage.
Source: SCOAF casework
Table 1.13c: Average¹ time² a completed investigation³ ⁴ ⁵
had spent unallocated to caseworker, by case type and year of closure, 2018-2023
Year	Admissibility Decision	ADM_RevChk	Undue Delay	DEL_RevChk	Maladministration	MAL_RevChk	Substance	SUB_RevChk
2018³	2.4	2.3	4	4
2019⁴	1.0	1.0	39	42
2020⁴	0.9	0.8	57	58
2021⁴	1.2	1.0	32	32
2022⁴	1.4	1.4	16	17
2023⁴	1.2		1.0		14		14
% annual change 2023	-14%		-29%		-13%		-18%
1 Mean.
2 Number of weeks.
3 Includes investigations closed at the mid investigation case review.
4 Excludes investigation applications declined at triage.
Source: SCOAF casework

Secondary information

Type

Written question

Reference

HL5135

Session

2024-26

Related items

Armed Forces: Complaints
Friday, 14 February 2025
Written questions
House of Lords

Subjects

Complaints Armed forces

Contains statistics

Yes

Link

View this Written question on www.parliament.uk