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 Fire 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 Combined Fire Authority
If you wish to complain that a member has breached the Members' Code of Conduct (.PDF), please submit your complaint to:
The Monitoring Officer
Bedfordshire and Luton Combined Fire Authority
Southfields Road
Kempston
Bedford
MK42 7NR
You may submit a complaint in any form you choose but may wish to use the complaint form (.PDF) to be sure you have provided all the information necessary to progress the complaint.
Further information may be obtained from the Administration Manager, Bedfordshire and Luton Fire and Rescue Service, Southfields Road, Kempston, Bedford MK42 7NR; tel:(01234) 845027; fax: (01234) 845045.