|
Our Complaints Procedure
If you have a complaint, we hope we will be able to find out what went wrong and take steps to make sure it will not happen again.
We will always deal with your complaint about our service as quickly as possible.
We may not be able to give you an answer straight away, but may need to have a careful look at what you have told us.
In which case, someone will contact you within two working days of us hearing from you. We will either give you a full answer or a progress report and explain why we need more time to look into what you have told us. We will also tell you when you can expect a full answer.
Under normal circumstances we would hope to have given you this answer within seven working days and confirm in writing.
We treat all our complaints in confidence. Details are only given to those members of staff who need to know in order to investigate it.
Step 1 – Informal
Within two working days of receipt of your complaint an officer will be in touch to set out how and when you will be contacted again.
The officer will investigate your complaint, contact you again, and discuss the findings with you.
If you are not satisfied with the reply you may make a formal complaint by writing to the Chief Fire Officer. |
Step 2 – Formal
If you wish you may, from the outset, write to the Chief Fire Officer. He will arrange for a senior officer to investigate your complaint.
The CFO will acknowledge your complaint within two working days. Within another fifteen working days you will receive a detailed reply. If this is not possible, you will receive a letter explaining why we need more time, and telling you when you can expect a full reply.
If you are not satisfied with this reply, please write to the County Council's Chief Executive at County Hall.
The Chief Executive will arrange for an independent review of your complaint to be carried out.
Step 3 – Ombudsman
The Local Government Ombudsman investigates complaints about the way particular cases have been administered. You can make your complaint directly to him at any time, but he will usually only take action when our own investigations have been completed.
The Local Government Ombudsman can be contacted at:-
The Oaks
Westwood Way
Westwood Business Park
Coventry
CV4 8JB
Telephone: 01203 695999 | 
