complaints_procedure

		A complaint is any expression of dissatisfaction that needs a response.

Whatever the reason for your complaint, we value feedback and the opportunity to learn from our mistakes or correct any misapprehension. Our aim is to continually improve our services. • Have we failed to do something we have agreed to do? • Have we done something wrong or something you disagree with? • Have we treated you unfairly or discourteously? • Has our performance been poor? Please let us know! HOW TO COMPLAIN You can do so:
	By Direct Email - click here In writing - FRS HQ, Manor House, Potterne, Devizes, Wiltshire SN10 5PP By telephone - 01380 731130 In person - at the above address or any fire station (NB. Retained stations are not open all the time)
You will need to be clear about the following: • What the complaint is about • Which managers you have dealt with (if known or applicable) • What you would like us to do • What has been done already (if anything)
WHAT HAPPENS NEXT? We will acknowledge your complaint within 5 working days of receipt. We will then investigate your complaint in a fair and thorough manner. Within 10 working days of receipt of your complaint, you will receive one of the following: • a full reply, including (i) our decision, (ii) reasons for our decision and (iii) how we propose to rectify the matter if we are at fault. OR • A letter stating when a full reply will be given, with details on how your complaint is being processed and why the reply is delayed. WHAT IF YOU ARE NOT SATISFIED? If you are not happy with our reply, or the way in which we dealt with your complaint, please write to either the Chief Fire Officer or the Clerk to the Fire Authority at the above address. If you prefer to raise the complaint through a Member of the Wiltshire & Swindon Fire Authority, names and addresses can be obtained from FRS Headquarters 01380 731106, or from the Clerk to the Authority 01380 731180.




		Fire & Rescue Service Headquarters, Manor House, Potterne, Devizes, Wiltshire, SN10 5PP Tel: 01380 723601 Fax: 01380 727000 Web site: www.wiltsfire.gov.uk Disclaimer/Copyright© 2003 Wiltshire Fire & Rescue Service. All rights reserved.