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 with.

Step 1

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.

Step 2

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.

Step 3

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.

Step 4

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.

Step 5

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:

The Local Government Ombudsman
PO Box 4771
Coventry CV4 0EH
Tel: 0300 061 0614

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:

Complaint about the Council This complaints leaflet is also available in:
• large type
• audio tape
• other languages.
Telephone: 0151 296 4000
extension 4306.

Please click 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 Ombudsman. Unhappy with the way the Council has dealt with your complaint? Visit the web site at

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:

The Local Government Ombudsman
PO Box 4771
Coventry CV4 0EH
Tel: 0300 061 0614

The Local Government Ombudsman has a leaflet called Complaint about the Council? How to complain to the Local Government Ombudsman. You can get a copy by telephoning or writing to the address above, or you can download it from the Ombudsman's website.

If you have an enquiry about the Local Government Ombudsman's service you can telephone their Adviceline on 0845 602 1983 .


If you want to complain about the conduct of a Member of the Merseyside Fire & Rescue Authority, you must submit your complaint to :-

The Clerk to the Authority
democratic Services
Merseyside Fire & Rescue Authority,
Fire Service Headquarters,
Bridle Road,
Liverpool L30 4YD

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 the 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

Confidential Reporting Policy