Armed Forces (Service Complaints and Financial Assistance) Bill [HL]

Lord Dannatt Excerpts

Monday 23rd June 2014 Lords Chamber

[Lord Dannatt (CB)]

My Lords, in approaching the Bill I have perhaps an unsurprising ambiguity towards it, wishing on the one hand that there was no need for it yet recognising on the other that that wish is not entirely realistic. My hope for the Bill is therefore that its implementation will be done well. Implementation will be the key to the Bill’s success. As the Minister said in introducing the Bill this afternoon, whatever happens must not prejudice the integrity of the chain of command. I am extraordinarily encouraged to hear that the Chiefs of Staff have been consulted closely for their views on this and that this particular, key point is recognised.

However, there is one lurking concern: that the ombudsman process provides an alternative route if the main complaints procedure is not followed. I would hope, first, that this route would be followed rarely and in extremis. Perhaps the existence of that alternative process might be an encouragement to the chain of command to make sure that it deals as properly as it can with complaints as they come up through that chain

Secondly, in terms of implementation, the new arrangements must be properly resourced. The current Service Complaints Commissioner has done an extraordinarily good job over the past six years and I wish to associate myself with the compliments and congratulations that have been offered towards her. However, there is no doubt that her work has been made more difficult by the very small team that she had to support her and the comparative lack of resources made available to her.

The main target for the successful implementation of the Bill is to attack delay. It is well known that in many circumstances justice delayed is justice denied, and in recent years delay has been the focus of much work within the chain of command. Many of the new powers within the Bill will allow delay to be tackled, particularly in dealing with cases at the most appropriate level. It has not been satisfactory in the past that cases could not be dealt with at what would seem to be the logical level and have been taken up higher up the chain of command than need have been.

Delay has been attacked vigorously over the past few years, and in theory has been reduced. It does not appear to be so in all circumstances, though, because the number of cases of complaint has increased. I think that is so for two reasons: first, the fact that awareness of the complaints process and procedure has increased, and therefore more people are aware of the ability to complain about something; and, secondly, the wider litigious environment in which we find ourselves. That said, delay must be tackled; that is the key to the success of the Bill and is the key point as far as implementation is concerned.

I also welcome the fourth clause in the Bill regarding financial assistance. Anything that can be done to improve the integration between the public, private and charitable sectors in the way in which we support our veterans and their families has to be welcome. People often say, “Surely the Government should do more”, to which my reply invariably has been, “The British way in looking after our veterans and their families has been for the public, private and charitable sectors to come together”. This is a recognition that the Government, the public sector, can do more in that triumvirate, that trinity of activity, and I therefore welcome the clause.