Complaints Procedure

As a public service we recognise that we must be responsive to our users. This means setting service standards to meet their needs, and acting quickly and efficiently when standards are not met, or when things go wrong. In view of this, the Fire and Rescue Service have adopted a standard method of dealing with complaints.

Telephone Complaints

  1. Persons handling such complaints should identify themselves clearly to the person making the complaint, and be as helpful as possible within the circumstances. If the matter can be dealt with at this time and the complainant is fully satisfied, no further action is necessary, other than reporting the facts to the head of the department/section.
  2. If the complainant is not satisfied with the response or the person dealing with the complaint does not have sufficient information or authority to finalise the matter, the complainant should be encouraged to write to the Chief Fire Officer giving full details of the complaint. Details of the complaint will be passed to the head of department/section.

Written Complaints

  1. All letters and emails of complaint received at Headquarters will be recorded on reception.
  2. All letters and emails of complaint received by District staff will be passed to Headquarters for recording.
  3. Within 2 working days of reception an acknowledgement will be posted out stating that the complaint has been received and will receive attention. The letter of complaint will then be passed to the Chief Fire Officer who will assign an officer to investigate the communication.
  4. On receipt of a letter of complaint the officer responsible for investigation must complete such an investigation as soon as possible and where circumstances permit a letter outlining the situation will be sent to the complainant within 10 days.

Anonymous Letters

Anonymous letters will be dealt with in the same way as those bearing a name and contact address, except that the complainant cannot be notified of the outcome of their complaint. All complaints will be investigated to ensure that the Fire and Rescue Service is fulfilling its duties in a satisfactory manner.

Email Complaints

If you wish to make a complaint now you can email:  complaints@hifrs.org  and it will be dealt with as detailed above.