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Comments and complaints

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Giving us feedback

We want to learn from your experiences of using the Service and we welcome feedback. It's our aim to provide a high-quality service but if you are unhappy with your experience of our services, please let us know.

How your complaint will be dealt with

1. Contact us

You can make your complaint by telephone, by calling in person at any of our fire stations, by email or in writing.

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

Tel: 0845 122 4454

Email: ccc@hwfire.org.uk

We will acknowledge your complaint within three working days of receipt.

If you have a complaint regarding business fire safety, please contact tfsinfo@hwfire.org.uk or 0800 032 1155

2. Investigation

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 of the date of the acknowledgement letter.

3. Taking it further

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.

4. Contacting the Ombudsman

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