4 Conclusion
83. The Service complaints system
is an important part of ensuring that the duty of care that the
nation owes to its Service personnel is carried out effectively.
We commend the Government for recognising this in the Armed Forces
Covenant. The Service Complaints Commissioner role is an integral
part of honouring the Covenant's commitment to the duty of care
to the Armed Forces and the opportunity for Service personnel
to seek redress when they believe they have been treated inappropriately
or unfairly. We acknowledge the progress made in delivering a
fair, just and efficient Service complaints system but there is
a long way to go. There are too many reports of Service personnel
being reluctant to raise genuine complaints and grievances. We
are also concerned that complaints are not being raised when they
implicate individuals above the complainant within the chain of
command. This is a time of great changes in the Defence arena
and many of these changes may lead to an increase in the number
of Service complaints. The Service complaints system has evolved,
as has the role of the Commissioner, but there are still too many
instances of delay, inefficiency and lack of resources. These
must be dealt with urgently so as to ensure there is confidence
in the system and the Commissioner. The Government should change
the role of the Commissioner to one of an Armed Forces Ombudsman.
This would be an important first step in raising confidence in
the Service complaints system and making it more effective and
efficient. We will maintain a close interest in the work of the
Commissioner and the Service complaints system, particularly in
whether the recent changes to the role of the Commissioner and
changes to the complaints system prove to be effective. Our Servicemen
and Servicewomen deserve a complaints system that is as good as
it can be. Not to provide this would be a failure of the nation's
duty to them—and a breach of the Covenant.
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