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Complaints Form

Complaints
The Fire Service is committed to reducing preventable deaths and injuries arising from fires and other emergencies in Cheshire by seeking to work with the public and others through education, training, partnerships and research, whilst continuing to provide a risk assessed fire safety and rescue service. We aim to ensure you are satisfied with our services but there may be occasions when you are less than satisfied about something we do, or a service we provide. If you are dissatisfied with our service: Step One If you are not satisfied with the way we have behaved please explain the problem to the member of staff you are dealing with. If you are still not happy ask to see their supervisor. Give us a chance to put the problem right as most difficulties can be sorted quickly in this way. Step Two If you are not satisfied with our initial response than you will need to make a formal complaint. You can complain by writing a letter, fax, or email, via the website or in person to the following address: Fire Service Headquarters, Winsford, Cheshire CW7 2FQ. If you need it, a member of staff will help you to fill in a complaint form. Printed complaints forms are available at all Fire Service establishments or you can obtain one by telephoning us on 01606 868 700. Step Three Submit the completed form below or print a copy and return the completed form to any Fire Station or our Service HQ.
Your details
Name
Address
Home Telephone
Work Telephone
Email Address
If you have already complained about to the Fire Authority about this matter ...
When did you first complain?
How did you make your complaint?	Letter Phone In Person Fax Email Website
Who did you contact?
How did the officer/section head deal with your complaint?
Details of your complaint
Nature of complaint
Suggestion
What would you like the Fire Service to do to put matters right?

Please note
You may also wish to raise your complaint with the Chairman or a Member of the Cheshire Fire Authority or the Chief Executive of Halton Borough Council, Warrington Borough Council or Cheshire County Council. We will be pleased to advise you who they are and to pass on details of your complaint if you request that this is done.

Step Four
We will write to you within five working days outlining:

WHAT we think your complaint is
How we will deal with your complaint and how long it will take
WHETHER any special rights or legal procedures apply
Who is responsible for dealing with your complaint
How we will keep you informed of progress

Step Five
We will give you a detailed response within another 28 days, or sooner if possible.

If you are still not satisfied
If you are still not satisfied then you may appeal in writing to: The Chief Fire Officer, Fire Service Headquarters, Winsford, Cheshire CW7 2FQ. Finally, you can take your many kinds of complaints to the Independent Local Government Ombudsman at Beverley House, 17 Shipton Road, York, YO30 5FZ, TEL: 01904 663200, FAX: 01904 663269.

Printed versions of this form are available in LARGE PRINT and languages other than English.

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