Work of the Service Complaints Ombudsman inquiry

In March 2014, the Government announced plans to establish a new Service Complaints Ombudsman in place of the Service Complaints Commissioner and to reform the complaints system. The Defence Committee undertook detailed scrutiny of the Government’s proposals and in its report suggested several key amendments to the legislation, many of which were incorporated into the Armed Forces (Service Complaints and Financial Assistance) Act 2015. The Committee also held a pre-appointment hearing with Nicola Williams, the Government’s nominee to be the first Service Complaints Ombudsman. The Ombudsman and the new complaints system have now been in operation for approximately three years and the Committee will take evidence from the Ombudsman on 26 February on her role and the effectiveness of the new system.