Veterans: Compensation
The question
To ask the Secretary of State for Defence, what steps his Department is taking to address (a) delays and (b) potential disputes relating to compensation claims by veterans.
Answered by Louise Sandher-Jones
The Ministry of Defence (MOD) is currently managing a high volume of Armed Forces Compensation Scheme (AFCS) and War Pension Scheme (WPS) cases, which has resulted in longer processing times. We remain fully committed to improving performance and reducing delays in claim processing. To address these challenges, the Department has implemented a range of targeted measures:
Flexible resource management: Teams now have the ability to reallocate resources as needed, while staff are being trained in multiple skillsets to enhance efficiency and build greater resilience across operations.
Accelerated processing: Overtime and weekend working have been introduced to expedite the clearance of outstanding claims.
Increased capacity: Additional administrative and caseworker staff have been recruited to strengthen processing capabilities and improve overall throughput.
Process and IT optimisation: a dedicated Taskforce team has been established to support improved delivery, including initiatives developing access to primary healthcare reports and introducing Straight Through Processing to support caseworkers in making outcome recommendations.
The MOD places the highest priority on claims from terminally ill individuals, ensuring they are fast-tracked at every stage.
In individual cases where concerns are raised, the dedicated Complaint Resolution Team (CRT) is able to assist with any aspect of the service received during an AFCS or WPS claim.
If an individual remains dissatisfied with the MOD's internal handling of their complaint, they may request a review by the Parliamentary and Health Service Ombudsman (PHSO). The PHSO service operates impartially and provides final decisions on complaints unresolved by the NHS, government departments, and certain other public bodies. This service is offered free of charge to all individuals, and complaints to the PHSO must be submitted through the complainant's local Member of Parliament.
Further information about the full complaints process can be found at the following link:
https://www.gov.uk/government/organisations/veterans-uk/about/complaints-procedure
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