Complaints Procedure - (Except Elected Members)
Merseyside Fire & Rescue Service believes that by listening
to and acting upon your complaints or compliments it can improve
the service provided to the people of Merseyside.
If you have received good service and wish it to be known, please
contact any of our premises, by telephone, in writing or in person.
If you believe you have cause for complaint, this can also be
made in writing, in person or by telephone.
Here is a step-by-step guide to how your complaint will be dealt
Your complaint can be made in person, by telephone or in writing
to any Fire Service premises.
Contact the officer in charge, who will hopefully be able to
resolve the problem there and then.
Failing an immediate resolution the officer in charge will forward
your complaint to Service Headquarters. Acknowledgement will
be sent to you within two working days of receipt at Headquarters.
You will be advised of the findings and decision of these investigations
within 28 working days or advised of any delay.
If you disagree with the findings of your complaint you should
inform us within 28 days.
Your complaint will be passed on to an appropriate senior officer.
You will be advised of the findings of their investigations within
28 days or advised of any delay.
If you are still not satisfied with the findings of your complaint
you should inform us within 28 days. Your complaint will then
be referred to the Clerk to the Authority.
We will inform you in writing of the outcome of the Clerk’s
independent assessment within 28 days or advise you of any delay.
If you are still not satisfied with the findings you are entitled
to send your complaint to the Local Government Ombudsman.
The contact for the North of England is:
Mrs P A Thomas
Local Government Ombudsman
17 Shipton Road
York YO30 5FZ
Tel: 01904 380200
FAX: 01904 380269
A pamphlet giving more information about the procedure of complaining
to the Ombudsman can be obtained from your local council, library
or Citizens Advice Bureau. (see below)
Alternatively log on to: www.open.gov.uk/lgo
complaints leaflet is also available in:
• large type
• audio tape
• other languages.
Telephone: 0151 296 4000
here or on the icon (right) to view the document
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If you are not satisfied with the procedure you can
also complain online directly to the Merseyside Fire & Rescue
Service, click here and
fill out the form provided.ocal Government
. Unhappy with the way the Council has dealt
with your complaint? Visit the web site at www.lgo.org.uk
The Local Government Ombudsman is an independent person who
investigates allegations of maladministration causing injustice
to the person who has complained. The Ombudsman investigates
complaints about most council matters including housing, planning,
education, social services, and council tax.
The Ombudsman who deals with this Council is at:
Beverley House, 17 Shipton Road, York, YO30 SFZ
Telephone: 01904 380200
The Local Government Ombudsman has a leaflet called Complaint
about the Council? How to complain to the Local Government
. You can get a copy by telephoning or writing
to the address above, or you can download it from the Ombudsman's
If you have an enquiry about the Local Government Ombudsman's
service you can telephone their Adviceline on 0845 602
ABOUT ELECTED OR INDEPENDENT MEMBERS
If you want to complain about the conduct of a member of the Merseyside Fire &
Rescue Authority, you must submit your complaint to :-
Chair of the Initial Assessment Sub-Committee,
The Standards Committee
Merseyside Fire & Rescue Authority,
Fire Service Headquarters,
Liverpool L30 4YD
The assessment sub-committee can only deal with complaints about the behaviour of
a Member. It will not deal with complaints about things that are not covered by
the Members� Code of Conduct. If you make a complaint to the assessment sub-committee
it must be about why you think a Member has not followed the Code of Conduct.
Please visit the Standards Board�s website at www.standardsboard.gov.uk
information. If you wish to complain about a Member click here and fill out the
If you wish to complain about a Member click here and fill out the form provided.
Confidential Reporting Policy
The Authority is committed to the highest possible standards
of openness, probity and accountability. In line with that
commitment we expect employees and others that we deal with who
have serious concerns about any aspect of the Authority’s
work to come forward and voice those concerns. It is recognised
that most cases will have to proceed on a confidential basis.
This policy document makes it clear that you can do so without
fear of victimisation, subsequent discrimination or disadvantage. This
Confidential Reporting policy is intended to encourage and enable
employees to raise serious concerns within
Authority rather than overlooking a problem or “blowing
the whistle” outside.
The policy applies to all employees and those contractors working
for the Authority, for example, agency staff, builders.
Click the link below to read full policy
Data Protection Act 1998
Merseyside Fire & Rescue Service is registered with
the Office of the Information Commissioner. All data submitted
by visitors to this site will be processed in accordance with the
principles of the Data Protection Act, 1998.