Do you feel that you have been treated unfairly? Are you concerned about inappropriate behaviour? Here we explain Service complaints.
You can make a complaint if you have been wronged on a matter that arises while you are subject to Service law. This includes complaints of bullying, harassment, discrimination and biased, improper or dishonest behaviour.
Policies and measures to tackle unacceptable behaviour
The Ministry of Defence (MOD) is taking decisive steps to keep our people and the public safe, and has introduced policies and measures to tackle unacceptable behaviour.
Unacceptable behaviour has no place in Defence and will not be tolerated. These behaviours do not represent the vast majority of talented, brave and hardworking personnel who serve across our services, and who continue to uphold the high values and standards that is expected of them in the Royal Air Force.
A series of measures provide all Defence civilian and military personnel with robust and clearer direction to prevent and address incidents. They outline what unacceptable behaviour is, how to respond and report it, and where personnel can find more advice and guidance through internal communication channel. Please see recently published measures here: Ministry of Defence policies to tackle unacceptable behaviour (gov.uk).
Reporting unacceptable behaviour
RAF personnel must call out or report behaviour that falls short of the RAF’s high standards and values. Ways to informally and formally respond and report instances can be found by searching ‘Reporting Unacceptable Behaviour’ in Defence internal communication channels. Some options include:
The Bullying, Harassment, and Discrimination Helpline – confidential and independent of Defence, open 24/7, 365 days a year for military and civilian personnel:
Freephone: 0800 014 2381 (UK) or +44 330 008 5942 (Overseas)
The Confidential Hotline for whistleblowing and raising a concern:
Freephone: 0800 161 3665 (STD) or +44 1371 85 4881 (Overseas)
Email: [email protected]
What to do if you have a complaint?
If you have experienced an injustice, you are advised to read JSP 831 or to seek advice from your local human resource staff or equality and diversity adviser. They can explain how the matter may be resolved informally and how to submit a formal complaint (see page 22) where appropriate.
Settling a complaint informally
It is recommended you attempt to settle the matter informally before going through the Service Complaints process. Informal options include:
- speak or write to the person responsible for the matter you are complaining about
- ask the chain of command or a colleague to look into the matter
- ask for mediation
If these options are unsuitable or unsuccessful you can raise a formal Service Complaint.
How to make a Service complaint?
To make a Service Complaint there is a process. The first step is to complete a Service Complaint form (Annex F, JSP 831). This must be done within three months of the incident.
RAF Central Admissibility Team can be contacted by email: [email protected]
Where to go for guidance
Service Complaints Ombudsman for the Armed Forces
If you do not feel able to approach the single Service Secretariat Central Admissibility Team directly, you can ask the Ombudsman to help you access the complaints system via its referrals team. No judgement on admissibility is made at this point.
You can also contact the ombudsman at any time during the complaints process to:
- review a decision not to treat a matter as a formal complaint
- review a decision not to consider an appeal
- investigate a delay in the process
- investigate issues relating to the handling or outcome of a complaint
You can phone 020 7877 3450 or email [email protected].
The Centre for Military Justice
The Centre for Military Justice supports the Armed Forces Community with access to independent, expert, legal advice, advocacy and representation when dealing with bullying, harassment, discrimination, sexual violence or worse. If you would like some specialist independent legal advice on aspects of the Service justice system or the Service complaints system visit: Centre for Military Justice.
Available to current and former Service personnel and their families, the service aims to alleviate some of the complexity of the military legal system and provide free legal advice.
You can phone on 0203 848 6821 or complete an online form here.
