Comments, Compliments and Complaints

What do you think of us?

Hereford & Worcester Fire and Rescue Service is pleased to hear from our customers when our services are appreciated but we realise that sometimes we get things wrong and people are not happy with what we do.

We have a formal complaints procedure to deal with any concerns or complaints, aiming to ensure each case is properly investigated and, wherever possible, resolved to the complainant's satisfaction.

We value our Fire and Rescue Service and aim to provide quality services to the community and want to listen to your views about our services.  We would like to hear from you if you have:

• A comment
• A compliment
• A complaint or concern

To view statistics relating to the above, click here

Contacting your Service

You can contact Hereford & Worcester Fire and Rescue Service by:

• Telephone on +44 (0)845 12 24454 stating the nature of your query.

• Write to:

Hereford & Worcester Fire and Rescue Service
Service Headquarters
2 Kings Court
Charles Hastings Way
Worcester
WR5 1JR

• Email us at: ccc@hwfire.org.uk

• Personally visit any one of our crewed Fire Stations.
  
  
• Read our Comments, Compliments and Complaints leaflet and fill in the attached form.

Comments

We welcome your comments and suggestions regarding any of our services or the way in which those services are provided.

Compliments

Any compliment you wish to make about a service or employee will be passed directly to the staff involved and will feature in our weekly Service Bulletin.

Complaints or Concerns

We are passionate about maintaining our great reputation.  If you have a complaint or concern, please tell us so that we can look into the matter and try to put things right.  We give you our assurance that your complaint or concern will be thoroughly investigated and handled with discretion.

What we will do

We will acknowledge receipt of your complaint or concern within 3 working days.  We will then investigate your complaint or concern and send you a full reply within the next 10 working days.
For more complicated matters, we will write within 10 working days to advise you what is happening and when you will hear from us next.

Are you satisfied?

You will be sent a survey once we believe your complaint or concern has been resolved.  You are invited to complete and return this survey, where you will have the opportunity to indicate that you are dissatisfied with the explanation you were given or the way your complaint was handled.  As a result, we will investigate further.

Still not satisfied?

If you are still not satisfied with the findings or in the way we dealt with your complaint, you can contact the Local Government Ombudsman (LGO).  The LGO look at complaints about local authorities in an independent way.

Call the LGO Advice Team on 0845 602 1983 or 024 7682 1960 to discuss your complaint.

Visit their website at www.lgo.org.uk

Email advice@lgo.org.uk

Fax on 024 7682 0001.

Text ‘call back’ to 0762 480 4323.

Write to: Local Government Ombudsman, PO Box 4771, Coventry, CV4 0EH.