Veterans UK: Complaints
(asked on 20th April 2022) - View Source
Question to the Ministry of Defence:
To ask the Secretary of State for Defence, how many complaints submitted to Veterans UK have been transferred to the (a) Head and (b) Assistant Head of Veterans UK in each year in the last five years.
The total number of complaints submitted to Veterans UK Customer Resolution Team (CRT) for each financial year is detailed in the table below:
Financial Year | Number of Complaints |
2017-18 | 347 |
2018-19 | 332 |
2019-20 | 341 |
2020-21 | 174 |
2021-22 | 201 |
For the financial year 2021-22, a total of 201 complaints were received by the CRT.
119 were resolved at the first stage of the complaint resolution process.
42 were resolved at the second stage by the Head of CRT (previously known as an Assistant Head of Veterans UK).
40 were escalated to the Head of Veterans UK.
A breakdown of data prior to 2021 is not held.