Complaints procedure
Source: gov.uk (2025-07-23)

If you are unhappy with the service you receive from the Ministry of Defence and its agencies, there are different ways you can complain.

Our commitment

We are committed to providing a high quality of service to everyone we deal with. We continually look at our existing performance and try to improve it.

You may be in a good position to judge how we are performing, and we need you to tell us if we get things wrong. We will listen to your complaints and treat them seriously and in confidence.

We aim to put things right for you when it is possible and appropriate, learn from where we went wrong and make sure that we do not make the same mistake again.

The Department aims to issue a full response to your complaint within 20 working days of receiving it. If we can’t, we will tell you the reason and when you can expect us to reply in full. It will help us to deal with your complaint if you can provide as much background information as possible.

How to complain

If you have a complaint, you should initially make it to the relevant part of MOD involved in the matter, as they will usually be best placed to put things right. This may be the relevant Service Unit or Headquarters or a branch of the MOD.

The MOD already has procedures in place for certain types of complaint. The following list identifies who you should write to in the first instance, if your complaint relates to these areas:

Common Law Claims & Policy Division

Processing common-law, non-contractual compensation claims against and on behalf of the Ministry of Defence at home and abroad. More about Common Law Claims & Policy Division (https://www.gov.uk/government/publications/common-law-claims-policy-division).

Freedom of Information (FOI) Act or the Environmental Information Regulations (EIR) 2004

Complaints about requests for information made under the Freedom of Information (FOI) Act or the Environmental Information Regulations (EIR) 2004 should be addressed to:

MOD Information Rights teamGround Floor, Zone DMain BuildingWhitehallLondonSW1A 2HB

Email: xxx@xxx.xx (mailto:xxx@xxx.xx)

Complaints under the Data Protection Act 2018

Details of the complaints procedure relating to the processing of personal data held by MOD are contained in the replies to each subject access request. Complaints to the Departmental Data Protection Officer should be addressed to:

MOD Data Protection Officer’s TeamGround Floor, Zone DMain BuildingWhitehallLondon SW1A 2HB

Email: xxx@xxx.xx (mailto:xxx@xxx.xx)

Complaints about military low-flying

For guidance on low flying, how to seek advice and how to complain, see our Low flying military aircraft guide (https://www.gov.uk/low-flying-in-your-area).

Complaints about MOD Police

If you wish to make a complaint about the MOD Police, please complete the Complaints Form (https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/942735/Legal_protections_for_SCREENSHOTarmed_forces_personnel_and_Veterans_serving_in___-_draft-origin.publishing.service.gov.uk.pdf) (PDF, 1.7 MB, 5 pages) and forward via email to xxx@xxx.xx (mailto:xxx@xxx.xx) or send the completed form to:

Professional Standards DepartmentMinistry of Defence Police HQPalmer PavilionRAF WytonHuntingdonCambridgeshirePE28 2EA

Complaints about Defence Business Services (DBS)

Guidance for non-MOD civilian employees who would like to make a complaint to Defence Business Services (DBS).

How to make a complaint to Defence Business Services (https://www.gov.uk/government/publications/how-to-make-a-complaint-to-defence-business-services)

Complaints about pensions

Separate advice can also be obtained about complaints relating to civilian pensions from:

Civil Service PensionsPO Box 2017LiverpoolL69 2BU

Telephone (UK): xx-xxxx-xxxx

Telephone (overseas): xx-xxxx-xxxx

Complaints about MOD Schools

The MOD schools complaints procedure (https://www.gov.uk/government/publications/mod-schools-complaints-procedure) is a policy guide for service families about how complaints from service children or service parents to MOD Schools are handled.

Complaints about Veterans UK

If you’d like to complain about any aspect of the service you’ve received when making your War Pension or Armed Forces Compensation claim, you can contact:

Veterans UK (https://www.gov.uk/guidance/veterans-uk-contact-us) helpline Email: xxx@xxx.xx (mailto:xxx@xxx.xx) Freephone (UK only): xx-xxxx-xxxx Telephone (overseas): xx-xxxx-xxxx

Veterans UKNorcrossThornton-CleveleysLancashireFY5 3WP

General complaints

If your complaint is not covered by these areas or you do not know who is responsible for the matter, you should write to our Central Correspondence Unit using the online form at: Contact the Ministry of Defence (https://www.gov.uk/guidance/contact-the-ministry-of-defence). Your complaint will then be forwarded to the department within the MOD that is best placed to respond.

Alternatively, you can submit your complaint by post to:

Central Correspondence UnitMoD Main Building (Zone 5A)WhitehallLondonSW1A 2HB

If you continue to be dissatisfied with the service provided by the MOD

If you feel that your complaint has not been fully addressed or you are not satisfied with the way in which your complaint has been handled, you have the right to ask for an internal review of your case. In the first instance, this review will be carried out in the same area where you made your initial complaint but will be undertaken by an independent individual at a more senior level. You should be informed of who to contact to ask for an internal review as part of the response you receive to your initial complaint.

If you are still dissatisfied following the internal review, you can request a maladministration review conducted by an independent team in MOD’s Head Office. If you would like your complaint to be investigated by this team, you should write to:

MaladministrationStrategic Hub PlanningLevel 5, Zone NMOD Main BuildingWhitehallLondon SW1A 2HB

If you remain dissatisfied after your complaint has been subject to a maladministration review, you have the right to contact the Parliamentary and Health Service Ombudsman through your Member of Parliament at the following address:

Parliamentary and Health Service Ombudsman CitygateMosley StreetManchesterM2 3HQ