Making a Compliment or Complaint

Cheshire Fire and Rescue Service welcomes positive feedback. We want to learn from your experiences of using the service. If you compliment us on doing something well we can ensure that the good practice spreads across the service.

Complaints

Cheshire Fire and Rescue Service aim to provide a high quality service to all our customers, but if you are unhappy with the service that you have received, please let us know.

Step One: We aim to ensure your complaint is resolved at initial contact. You can make your complaint in person to any Fire Service Premises, by telephone, by email, on the Services website or in writing to Cheshire Fire and Rescue Service. You should receive a response within 10 working days.

Step Two: If the initial contact was not resolved satisfactorily you can make a formal complaint by writing to Democratic Services, Cheshire Fire and Rescue Service, Clemonds Hey, Oakmere Road, Winsford, Cheshire, CW7 2UA, by using the Compliments and Complaints form or via the Cheshire Fire and Rescue Service website. If you require assistance with completing the form you can call Democratic Services on 01606 868304.

When received, an acknowledgement of your complaint will be sent to you within 5 days, notifying you of:

- What we understand your complaint to be;
- How we are dealing with your complaint;
- How long this will take; and
- Who will be dealing with your complaint.

You will receive a response to your complaint within 28 days, if there is a delay and we are unable to respond within this timeframe, we will write to you notifying you of the delay and a reason.

Step Three: If you are still unsatisfied with the response you have received, please notify us within 28 days. Your complaint will be referred to a Senior Officer/Monitoring Officer who will conduct an independent assessment. We will inform you of the outcome within 28 days or advise you of any delay.

Step Four: If you are still unsatisfied with the response you are entitled to send your complaint to the Local Government Ombudsman.

The Contact details for the Local Government Ombudsman are:

Tel: 0300 061 0614

Website: https://www.lgo.org.uk/contact-us

If you’d like to make a complaint by post please call them on the number above and they will provide further contact details for you.

Download: Corporate Compliments and Complaints Procedure.docx

Your name:
Your email:
Address:
Postcode:
Telephone:
Age:
What is the nature of your compliment / complaint?
Details:
Have you previously contacted Cheshire Fire & Rescue Service regarding this matter?
If yes, how did you previously contact us?




Who did you contact?
How was the matter dealt with?
If you are happy to provide us with the following information, it will help us with our commitment to diversity under the Equalities Act 2010. Completion is optional and will be kept strictly confidential.
What is your gender?
What is your given age?
How would you describe your ethnic origin?

Sexual orientation:
How would you describe your religious beliefs?
Data Protection
It is our legitimate interest to ask for the information on this form so that we can record public complaints and compliments, and to correspond with you regarding your contact.

We will keep a record of your contact for a minimum of ten years and equality data for a minimum of 4 years.

Please see our website to find out more information about your Data Protection Rights or contact our Data Protection Officer. You also have a right to complain to the Information Commissioner: ico.org.uk