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Information on how your complaint will be dealt with
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How your complaint will be dealt with
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ALL complaints received by the Brigade will be recorded and dealt with by the Complaints Officer who has responsibility for processing and monitoring all complaints |
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A formal acknowledgement is sent within five working days of receipt of the complaint and includes the name and contact number for the investigating officer and the expected response time |
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The Brigade Complaints Officer appoints an Investigating Officer who will complete his investigation within 14 working days of receiving the complaint and reply to the complainant within a total of 28 working days.
Where this is not possible an extension of time will be recorded and the Complaints Officer will send a letter to the complainant giving the reason for the extension |
Should the complainant still feel aggrieved by the response there is a right of appeal to the Chief Fire Officer and/or Chair of the Fire Authority and ultimately the Ombudsman.
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Shropshire Fire and Rescue Service have built various partnerships throughout the county |
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Fighting a fire at a local cricket pavilion, Shrewsbury |
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Comments or feedback on the Customer Charter
You can provide comments or feedback on our Customer Charter by:
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