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Staffordshire Fire & Rescue Service - Preventing, Protecting, Responding

Complaints

Staffordshire Fire and Rescue Service (SF&RS) are committed to providing a high standard of service to everyone who lives, works or travels through Staffordshire. We welcome your feedback; it is very important to us because it helps us to review what we do and make improvements to our service, policies and procedures if necessary.

Staffordshire Fire and Rescue Service takes any form of complaint seriously and aim to deal with them as quickly as possible. The guide below explains how to make a complaint.

  1. The most straight forward way is to speak to the person you have been dealing with. If this is not successful or you do not want to speak to that person directly, please ask to speak to their manager.
  2. If you believe that your complaint is more serious, or you do not know who to contact, please register a formal complaint in one of the following ways:-

    • Attend in person to our Headquarters or any fire service premise
    • Write us a letter and forward it to the Fire Service Headquarters at the address below:-

      Strategic Risk Management
      Staffordshire Fire and Rescue Service HQ
      Pirehill
      Stone
      Staffordshire
      ST15 0BS
    • Phone us on 0300 330 1000
    • Email to webmaster@staffordshirefire.gov.uk
    • Complete the website feedback form

We aim to resolve your complaints responsively and efficiently and all complaints will be acknowledged within two working days.

This initial acknowledgement will be followed within 7 working days by a letter giving an indication of how it is intended to deal with the issue, and will give you an estimate of how long it may take to investigate the matter and who will be responsible for conducting the investigation (and who therefore will be your contact point).

A full response will be provided within 20 working days, or else a progress report explaining the reason for the delay will be forwarded to you.

If for any reason you are not happy with this response, and wish to appeal to the second and final stage of our complaints procedure, please write to:

The Secretary to the Authority
Staffordshire Fire and Rescue Service HQ
Pirehill
Stone
Staffordshire
ST15 0BS

If you wish to, you have the right, at any time, to pursue your concerns with the body responsible for oversight of Fire and Rescue Service activity. To do this you should contact:

The Local Government Ombudsman
P.O. Box 4771
Coventry
CV4 0EH

Website: www.lgo.org.uk

Making a complaint about a Combined Fire Authority Member


If you wish to complain about the conduct of a Member of Staffordshire Fire and Rescue Authority, you must submit your complaint to:

The Secretary to the Authority
Staffordshire Fire and Rescue Service HQ
Pirehill
Stone
Staffordshire
ST15 0BS