Staffordshire Fire and Rescue Service (SFRS) are committed to providing a high standard of service to everyone who lives, works or travels through Staffordshire. We welcome your feedback; it is very important to us because it helps us to review what we do and make improvements to our service, policies and procedures if necessary.
Staffordshire Fire and Rescue Service takes any form of complaint seriously and aim to deal with them as quickly as possible. The guide below explains how to make a complaint.
We aim to resolve your complaints responsively and efficiently and all complaints will be acknowledged within two working days.
This initial acknowledgement will be followed within seven working days by a letter giving an indication of how it is intended to deal with the issue, and will give you an estimate of how long it may take to investigate the matter and who will be responsible for conducting the investigation (and who therefore will be your contact point).
A full response will be provided within 20 working days, or else a progress report explaining the reason for the delay will be forwarded to you.
If for any reason you are not happy with this response, and wish to appeal to the second and final stage of our complaints procedure, please write to:
Staffordshire Fire and Rescue Service HQ
If you wish to, you have the right, at any time, to pursue your concerns with the body responsible for oversight of Fire and Rescue Service activity. To do this you should contact:
The Local Government Ombudsman
P.O. Box 4771