Bedfordshire & Luton Fire & Rescue Service

Complaints Procedure

All complaints / compliments should be forwarded, in the first instance, to the Administration Manager at Bedfordshire and Luton Fire and Rescue Service Headquarters, Southfields Road, Kempston, Bedford MK42 7NR; tel: 01234 845027; fax: 01234 845045.

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 (Deputy 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.

Full Complaints and Compliments Procedure

Bedfordshire & Luton Fire & Rescue Service, Southfields Road, Kempston, Bedford, MK42 7NR, 01234 351081