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Complaints Procedure 

 

Complaints against the Fire and Rescue Service

All complaints will be acknowledged, giving a reference number, within 7 working days of receipt of details of the complaint.

  • If possible, the complaint will be resolved by the appropriate manager within 10 working days (Stage 1).
  • If further action is required after the initial 10 day period, the complaint will be referred to a senior manager. If possible, the complaint will be resolved within a further 10 working days (Stage 2).
  • If no satisfactory conclusion is reached, the complaint will be passed to the Customer Relations Officer (Assistant Chief Officer).  If possible, the complaint will be resolved within a further 10 working days (Stage 3).

If a satisfactory conclusion still cannot be reached, the customer will be given assistance to refer the matter to the Ombudsman.

Complaints against Members of the Fire and Rescue Authority

If you wish to complain that a Fire and Rescue Authority Member has breached the Members' Code of Conduct (.PDF), please submit your complaint to:

The Monitoring Officer
Bedfordshire Fire and Rescue Authority
Southfields Road
Kempston
Bedford
MK42 7NR

Arrangements for dealing with allegations that a Member has breached the Code of Conduct are included in the Authority's Handbook.

Further information may be obtained from the Service Assurance Manager, Bedfordshire Fire and Rescue Service, Southfields Road, Kempston, Bedford MK42 7NR; tel:(01234) 845000; fax: (01234) 845035.


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