|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
Have we done something wrong or something you disagree
Have we treated you unfairly or discourteously?
Has our performance been poor?
Please let us know!
HOW TO COMPLAIN ABOUT OUR SERVICE You can do so:
|| By Direct Email - click
In writing - FRS HQ, Manor House, Potterne, Devizes, Wiltshire
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)
HOW TO COMPLAIN ABOUT A MEMBER
Members of the Authority must comply with the Authority’s Code of Conduct.
If you wish to make a complaint because you believe that a member (or former member) has
failed, or may have failed, to comply with the Code of Conduct, you should write to
the Clerk to the Authority. His address is Manor House, Potterne, Devizes, Wiltshire SN10 5PP.
There is a standard form. Please complete and submit either on-line or by post.
Click on the following link Complaint form.
On receipt of a complaint it will be dealt with in accordance with the approved
arrangements. Click on the following link:
The Code of Conduct and the Register of Interest which members and
co-opted members of the Authority are required to register under the Code are available
for inspection by the public during normal office hours at this address.
Details of the members can be found by clicking this link.
Local Government Ombudsmen Website
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.
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.