Description of complaints procedures;
numbers made and outcomes
ARMY
All recruits are instructed in the complaints'
procedure through the ATRA Code and the pamphlet "Basically
fair". In outline there are two procedures—Informal
& Formal.
The informal procedure involves seeking advice
from either the chain of command or the padre, medical officer,
WRVS lady or Equal Opportunity advisor and getting them to negotiate
a resolution to the complaint.
The formal complaint procedure involves writing
a formal submission to the commanding officer. The letter must
be submitted within three months of the last incident occurring.
The complaint has to include a description of the incident, how
it effected the complainant and what action he wants to be taken.
The recruit is encouraged to obtain assistance, either from his
platoon commander or Padre or WRVS lady, in composing the letter.
On receipt of the letter, the CO is bound to
investigate the matter and call in outside agencies such as the
Royal Military Police to investigate, if necessary. A formal written
response must be made to the complainant detailing the outcome
of the investigation. If the complainant is unhappy with the result,
he may request for the complaint to be passed up the chain of
command.
The complainant may submit his case to an industrial
tribunal within six months of the last incident. However there
is a legal requirement for service personnel to submit an internal
redress of complaint before submitting an application to an employment
tribunal.
Currently no record is kept on an ATRA wide
basis; however units maintain a comprehensive register of all
their cases. Serious complaints, ie those not dealt with internally
in the training establishment, are reported up the discipline
chain of command and are recorded on the Army Casebook Database.
HQ ATRA is able to monitor this database in regard to cases/complaints
involving individuals under command.
RAF
Synopsis of RAF Complaints Procedures:
— All procedures for complaints are
in accordance with RAF EO Policy.
— Policy of resolution at lowest level
adopted.
— All interviews are followed up with
a record of interview, signed by and placed on the individual's
personal file.
— All action taken as a result of an
informal complaint is recorded and placed on the individual's
personal file.
— If a complaint is formalised, normal
Stn investigation channels are followed.
— All formal complaints are reported
to Command HQs.
— Appropriate sanctions taken against
perpetrators of harassment or discrimination.
Number of Complaints and Outcomes (by RAF establishment)
Units not included in the information below
have confirmed that they have received no C&D complaints over
the three year period.
NO. ONE
SOFTT (RAF COSFORD):
— Five Complaints of bullying:
— Three resolved by mutual agreement.
— One investigated by P&SS and
found to be unsubstantiated.
— One resulted in a Written Warning.
— 14 Complaints of harassment:
— 11 resolved by mutual agreement.
— Two investigated by Stn but not upheld
by Deciding Officer.
RTS (RAF HALTON)
— Eight Complaints of bullying:
— Three resolved by mutual agreement.
— One investigated by Stn and Redress
of Complaint being staffed.
— Two resulted in formal interview.
— One investigated by Stn. Decision
was "horseplay" between trainees.
— One investigated by Stn and resulted
in one x trainee dismissed, one x back-coursed and two x
placed on Station Commanders' review.
— Nine Complaints of harassment:
— Six resolved by mutual agreement.
— One investigated and found to be
unsubstantiated.
— One no evidence found and staff member
denied allegations.
— One investigated by Stn and upheld
by Deciding Officer. Formal Interview.
— 10 Complaints of a sexual nature:
— Four resolved by mutual consent.
— One staff member admitted to comments
and agreed to undertake further Equal Opportunities
training.
— One action by RIAT personnel.
— One resulted in discharge after investigation.
— One investigated and concluded that
both trainees were engaged in consensual sexual activity. Corroborated
by other witnesses.
— One investigated and resulted in
staff member being posted.
— One investigation upheld. Recommended
perpetrator discharged from Service. Perpetrator later
submitted Voluntary Withdrawal for Service.
— Three complaints of unfair verbal
treatment:
— One investigated and revealed that
the Instructor acted appropriately. Corroborated by witnesses.
— One investigated and found that trainee
was argumentative and obtrusive. However, Duty NCO found
to have sworn at trainee. JNCO interviewed.
— One resulted in JNCO undertaking
remedial Equal Opportunities training.
— One Complaint of bullying and harassment:
— Investigation continuing. Brief currently
being drafted by Deciding Officer.
RAF REGIMENT (RAF
HONINGTON)
— One Complaint of bullying:
— Investigation by RAF Police ongoing.
— Four Complaints of harassment:
— Three investigated and no evidence
was revealed.
— One investigation upheld complaint. Staff
member issued Informal Warning.
AIRMAN AIRCREW
(RAF SHAWBURY)
— Two Complaints of bullying:
— One resulted in perpetrator being relocated
and given counselling.
— One resulted in perpetrator being interviewed.
— Two Complaints of a sexual nature:
— One resulted in perpetrator being issued
Formal Warning.
— One resulted in perpetrator being reprimanded.
— One Complaint of a racial harassment:
Perpetrator issued Informal Warning.
NAVY
Any member of the Naval Service who believes
he/she has been wronged in any matter relating to his/her Service
may exercise his/her statutory right to make a complaint. Complaints
have to be submitted by the individual, within three months of
the occurrence, to his/her superior—normally his/her Commanding
Officer. Each individual must make his/her own complaint; joint
complaints by two or more persons are forbidden and anonymous
complaints are to be disregarded. If the complainant is an officer
of junior rank or a rating, he/she may request an officer in his/her
ship to advise him/her and assist him/her in the statement of
his/her case at all stages. If no such request is made it will
be the duty of the Divisional Officer (who is responsible for
the individual's welfare and pastoral care) to give his/her assistance.
It is the duty of the officer to whom the complaint is made or
referred to investigate it as soon as possible and to grant any
redress which appears to him/her necessary and which is within
his/her power. If the complainant is not satisfied with the decision
on his/her complaint, he/she may request that it be forwarded
to the next superior authority and so on, with the Admiralty Board
as the final level.
The statutory basis for the internal complaints
procedure for the Naval Service is Section 130 of the Naval Discipline
Act 1957. Guidance on the complaints system is contained in Queen's
Regulations for the Royal Navy (QRRN, Chapter 42). More detailed
guidance and instruction to Commanding Officers on the handling
of complaints is contained in Personnel, Legal, Administrative
and General Orders (PLAGOs 0410 for Casework—Representations
and Complaints; PLAGOs 0411 for Diversity and Equality Complaints,
including Bullying).
Details of complaints made during the last five
years are given in Ev 300-01. All of the complaints identified
were resolved without the necessity of being considered by the
Admiralty Board.
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