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Compliments and Complaints

Compliments

 

Positive comments and feedback about the work of the Service are very much appreciated, and can be made via the details below. When received, compliments are logged and then passed to those concerned via their line manager and the Chief Fire Officer.

  

Contact details

 

  • Compliments

Corporate Communications Team

Devon and Somerset Fire and Rescue Service

Clyst St George

Exeter

EX3 0NW

 

  • 01392 872354

 

 

Complaints

 

While we always try to deliver our services to the highest standards, we don’t always get it right, and our complaints policy is for those times when you feel we have not met the standards expected. We accept complaints about our staff, the services we provide, and any other aspect of the Service.

 

All complaints are treated seriously and will be investigated impartially. At the end of an investigation the Investigating Officer will let you know whether the evidence they have found supports or does not support your complaint. They will also tell you what action they plan to take as a result of their investigation.

 

Complaint investigations should be completed within 14 days of their receipt, but if an investigation cannot be concluded within this timeframe an explanation will be given by the Investigating Officer.

If you are not happy with the outcome of the investigation, you can appeal to the Chief Fire Officer, via the Complaints Officer, for a formal review. If you remain dissatisfied after the review, you may subsequently complain to either the Local Government Ombudsman (0300 061 0614) or your MP.

 

What we need to know

 

If you make a complaint, we will need:

 

  • Your name
  • Your address
  • Your telephone number.

 We will also ask:

 

  • What your complaint is about
  • Where the events or actions happened
  • When the events or actions happened.

Any additional information, for example details of who the complaint is about or why the actions or events happened, might also be useful, though they are not essential.

 

If you need additional support to make your complaint, please let us know.

 

Contact details

  • Complaints Officer

Devon and Somerset Fire and Rescue Service

Clyst St George

Exeter

EX3 0NW

 

  • 01392 872354

 

 

More information

Read our Complaints Policy (PDF)

The Service has been informed that the Local Government Ombudsman has suspended all casework activity that demands information from, or action by, local authorities and care providers, in light of the current Coronavirus outbreak. The Ombudsman has taken this step in the wider public interest, to protect the capacity of local authorities and care providers to deliver vital frontline services during the current outbreak. For more information on this, visit the
Ombudsman website.

 

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