Step 1: Informal Resolution
We offer the opportunity for informal engagement and every effort will be made to resolve complaints either at the time the concern arises or very shortly thereafter. Fire Service employees are empowered to deal with complaints as they arise with the aim of resolving issues on the spot by means of an explanation or other appropriate remedial action by the employee to whom the complaint is made.
If you are not satisfied with the outcome of your complaint at the end of the informal stage then you will be advised how to progress your complaint to the formal investigation stage.
If your complaint falls under a special procedure (for example, a disciplinary or legal procedure) we will tell you.
If we consider that your complaint is justified, we will apologise and let you know what we can do to put things right. If we feel that your complaint is not justified we will tell you why.
Step 2: What happens when I make a complaint?
We will send you a letter telling you that we have received your complaint. We will aim to send you this letter within two working days. When you make your complaint, one of our officers will investigate the problem. We will appoint the Investigating Officer based on the skills, knowledge or expertise required to appropriately respond to your complaint. All Investigating Officers will receive appropriate complaints handing training in line with the development pathway for their role and this will include how to handle complaints regarding the Welsh language. You will be given the name and phone number of a contact officer who can explain our complaints procedure and if required, guide and assist you.
We will aim to give you a full reply within 14 working days. If we cannot give a complete answer, or if your complaint is of a complex nature, we will tell you what we are doing to investigate your complaint and how long we expect it to take.