Managing for Success > If you have a Comment or Complaint

We would like to hear from you

Norfolk Fire Service seeks to provide a service of the highest quality and standards.

To enable us to do this we would like to hear from you if:-

• You have a complaint.
• You have other comments, good or bad about the Service you have received or about someone working for us.

Whether you have a comment or a complaint contacting us is easy.

You can contact us by:
   1. telephone.
   2. in writing, or
   3. by visiting us.

The addresses of our offices and contact numbers are in the locations section.

If you are not sure who to speak to contact the Headquarters number for assistance.

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.

Our procedure aims:-

• To be easy to use.
• To solve problems as close as to the source as possible.
• To prevent problems happening again.

However, if you are not satisfied with our answer, you can take your complaint further.
 
Informal Procedure
In the first instance you may contact us.
This Officer will give you his/her name and tell you when and how you will be contacted again.

The Officer will investigate your comment or complaint, contact you again, and discuss the findings with you.

If you are not satisfied with the reply you may make a formal comment or complaint by writing to the Chief Fire Officer. 
 
Formal Procedure
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 Chief Officer will acknowledge your comments 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. This will look into all aspects of your comments and what action has been taken to get things cleared up.