Comments and Complaints


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 and if you are particularly happy or unhappy with your experience of our services, please let us know.

Please send your message to:

By email:

By Phone:
0345 122 4454

By Post:
Committee Services
Hereford and Worcester Fire and Rescue Service
Hindlip Park

If you have made a complaint

Your complaint will be investigated by a member of the fire service and a response will be sent to you within 10 working days.

Taking it further

If you are not satisfied with the response you have received please notify the Assistant Chief Fire Officer within 28 days at the address listed above. 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. 

If you are still not satisfied with the response, you are entitled to send your complaint to the Local Government Ombudsman.

Or by post to:
The Local Government Ombudsman
PO Box 4771
Coventry CV4 0EH

If your complaint relates to a Freedom of Information or a Personal Data (Subject Access) Request you are entitled to send your complaint to the Information Commissioner’s Office:

Information Commissioner’s Office
Wycliffe House Water Lane
SK9 5AF 

0303 123 1113 (local rate)


Independent Reporting Site

If you would like to make a complaint, please contact us via the above feedback route. This is our primary channel and your complaint will be effectively dealt with in accordance to our complaints procedure. 

If the matter is of a particularly sensitive or confidential nature and you do not feel comfortable raising it with us directly, you can instead raise your concern via an independent reporting site. 

Say So Plus logo

This is facilitated by an external organisation, Say So

Reports via this channel can be made anonymously if necessary.

Complaints against Fire Authority members

The responsibility for considering complaints that members may have breached their Code of Conduct rests with the Monitoring Officer for the Hereford & Worcester Fire and Rescue Authority.

If you want to complain about the conduct of a member of the Fire Authority, please submit your complaint in writing to:

Nigel Snape
Monitoring Officer
Hereford and Worcester Fire and Rescue Service
Hindlip Park


The Monitoring Officer can only deal with complaints about the behaviour of a member and will not deal with complaints about things that are not covered by the Authority’s Code of Conduct. If you make a complaint to the Monitoring Officer you must outline why you think a member has not followed the Code of Conduct.