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New complaints process (UK SFA)

As part of our commitment to improve our accommodation service officer, we promised a revised and streamlined complaints process in the SFA Consumer Charter, shortening the process to two stages, in line with industry best practice.  

In collaboration with Chief of Defence People Accommodation team, changes have been made to the complaints process outlined in Joint Service Publication (JSP) 464. These changes are designed to make the process quicker, simpler and more robust, providing you with greater confidence and assurance.  

What is changing? 

Stage 1: There is no change to how complaints are initially raised, and the Stage 1 process will remain as it is now.  However, DIO will be providing greater assurance of our suppliers to ensure quicker resolution is provided for you. Where there are difficulties in meeting the timescales promulgated in the Service Level Agreement, they will verify that there is strong justification for this. 

Stage 2: This will combine the current Stage 2 and Stage 3 complaints into one streamlined step, making the process more efficient.  There will also be scope within this for more complex cases to be forwarded to a panel for consideration.  The panel will include DIO, Accommodation Policy, Subject Matter Experts and Housing Colonels or representative.   

By reducing the number of stages, we’ll be able to resolve complaints more quickly while maintaining fairness and transparency.  Complaints that require escalation from Stage 1 to Stage 2 will usually be because of one of the following factors: 

  • The resolution provided at stage one has not resolved the issues of the complainant.  
  • The complainant believes procedure and/or policy may not have been followed.  
  • The complainant believes key information has been overlooked.  

What else should I know? 

The new process will take effect from midnight on 1 October 2025. Any complaints raised before 2359 hrs on 30 September 2025 will continue to follow the current three-stage process until they are resolved.  

Learn more about the new process by reading this FAQ document. 

20250919 – Revised Complaints Process – FAQsDownload

For further queries about the revised process or to share feedback about these changes please contact DIORDAccn-Complaints-Feedback@mod.gov.uk.