Select Committee on Defence Written Evidence


Complaint and Record Keeping Standards and Procedures

ARMY

  Eleven formal complaints are recorded and a file initiated. The files are only closed and archived, once the unit is satisfied that the complaint has been resolved. Units maintain a list of active complaints.

  All recruits receive induction briefings that instruct them in the methods of instigating a complaint. They are informed of whom to complain to, if they do not wish to use the chain of command. Every unit has an "empowered officer" outside of the chain of command with direct access to the CO. Recruits are also given unrestricted and unsupervised access to the Padre and the WRVS lady, who will ensure that the recruits know that they can complain safely to them, without fear of retribution

RAF

  All action taken as a result of an informal complaint is recorded and placed on the individual's personal record. All formal complaints are reported to Command HQs.

  Upon arrival, all trainees receive information both in the form of a verbal brief and written advice on how to raise concerns, complaints and seek welfare advice or support.

  Trainees are encouraged to use their normal chain of command for any personal matters where they need help. However, all trainees have absolute and guaranteed access to an empowered commissioned officer with regard to those issues that particularly concern them and affect their welfare or well being. For such matters, they are encouraged to contact their Flight Commander or Squadron Commander, whose primary role is to look after their best interests. However, if they prefer to discuss the issue with an officer outside their chain of command, they can seek advice from other nominated officers. They also have access to a Padre at any time. This process is promulgated to individual trainees via a Trainees' Code, which is presented to, and agreed by, each trainee during the induction procedure. At the same time, each trainee is also given an aide-memoir "Credit Card" containing useful 24-hour telephone numbers. Furthermore, many units have a confidential feedback process ("Chatham House" sessions) with trainees. Finally, HQ PTC has issued guidance to training units on contacting a trainee's parents to help resolve issues.

NAVY

  Recruits are given instruction early in Phase One (Initial) Training of the process of informal and formal complaints procedures, what to expect from the Divisional Officer (DO)/Troop Commander (TO), Equal Opportunities Advisor (EOA) Chain of Command, and a general awareness of the responsibilities of the following: Leading Hand of the Mess (LHOM), Senior Rating (SR)/Senior Non-Commissioned Officer (SNCO), DO/TC, Divisional Senior Rate, EOA, Chaplain, Chain of Command. They are also taught about sources of advice.

  Recruits are also taught the circumstances and procedure for submitting a representation and assured of their freedom from and repercussions and actually submit one in a role play event.

  Complaint submissions for Admiralty Board consideration are prepared in accordance with the instructions laid down in Joint Service Publication (JSP) 441, Chapter 4. There is, unavoidably, duplication of papers for disclosure and Admiralty Board purposes. Once the internal redress procedures are complete only one set of the papers, held at HQ level, used in considering the complaint is retained, along with the Board decision. All duplication, apart from a copy held by the complainant, is destroyed. The closed file is retained in the office for a short period in case of queries, then retained in the local repository for a further unspecified period. Time permitting, after a maximum period of one year in the repository, closed files are forwarded to Archives for retention with a recommendation, in accordance with the JSP, for disposal depending on their content.





 
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Prepared 14 March 2005