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Last Updated
26-Feb-2014 16:07


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Comments, Compliments and Complaints

Guidance to Complainants

We welcome positive feedback.  We want to learn from your experiences of using the Service.  We aim to provide a high quality service to all our customers but if you are unhappy with the Service you have received please let us know.

How your Complaint will be dealt with

Step One
You can make your complaint by telephone (ringing 0845 122 4454), or by calling in person at any Station, or by email to ccc@hwfire.org.uk  or in writing to Hereford and Worcester Fire and Rescue Service, Service Headquarters, 2 Kings Court, Charles Hastings Way, Worcester  WR5 1JR.  We will acknowledge your complaint within 3 working days of receipt of it.

Step Two
Your complaint will be investigated by a member of the Fire Service and a response will be sent to you in writing within 10 working days from the date of the acknowledgement letter.

Step Three
If you are still unsatisfied with the response you have received please notify the Assistant Chief Fire Officer (Service Support) within 28 days at the address listed above in Step One.  Your complaint will be referred to a Senior 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:

http://www.lgo.org.uk/making-a-complaint



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