Complaints

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.

Complaints Policy [PDF, 535 KB] Complaints Guide [PDF, 361 KB]

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.

The most straight forward way is to speak to the person you have been dealing with. If this is not successful or you do not want to speak to that person directly, please ask to speak to their manager.
If you believe that your complaint is more serious, or you do not know who to contact, please register a formal complaint in one of the following ways:-
- Attend in person to our Headquarters or any fire service premise
- Write us a letter and forward it to the Fire Service Headquarters at the address below:-
  
  Strategic Risk Management
  Staffordshire Fire and Rescue Service HQ
  Pirehill
  Stone
  Staffordshire
  ST15 0BS
- Phone us on 0300 330 1000
- Email to complaints@staffordshirefire.gov.uk
- Complete the online complaints form

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.

For information on the stages of our complaints process and information on what to do should you be unhappy with our final response or our handling of your complaint, please refer to the Complaints Leaflet [PDF, 361 KB].

Online complaints form

* indicates a required field

Date complaint raised *

Have you read Staffordshire Fire & Rescue's Complaints Policy? *

Yes No

Your name *

Your email *

Contact number *

Your address *

Tell us about your complaint in as much detail as possible *

Date incident occurred *

What outcome do you expect from this complaint? *

Are you happy for us to contact you about this complaint? *

Yes No

How do you prefer to be contacted? *

Email Letter Phone

Consent for storing submitted data *

Yes, I give permission to store and process my data and have read the