External Compliments And Complaints Procedure

Question 1

What is a complaint?

Answer 1

An expression of dissatisfaction by one or more members of the public about the standard of service, actions or lack of actions of LFB staff.

Question 2

What should the complaints policy not be used for?

Answer 2

Any kind of legal dispute such as a road traffic claim, property damage claim or personal injury claim.

Question 3

What should be done with a road traffic claim, property damage claim or personal injury claim?

Answer 3

They should be referred to the appropriate department.
The complainant should be informed that their concerns do not fall, or fall only partly, within the scope/remit of the complaints procedure.
They should be directed to three appropriate contact.

Question 4

What should happen with complaints that could result in disciplinary procedures?

Answer 4

they should be recorded and acknowledged then advice sought from Employee and Industrial Relations in HR who will inform the relevant line manager.

If it becomes a discipline matter it can be recorded as such and closed as a complaint with the complainant informed.

Question 5

What are the maximum time limits for dealing with complaints?

Answer 5

All complaints must be acknowledged within two days.

A full response should be provided within 28 calendar days for each of the two stages.

Question 6

Within what timeframe must a complaint normally be made?

Answer 6

Within 12 months of the individual first becoming aware of the issue they wish to complain about.

Question 7

What is the minimum role/rank for a complaint Investigating Officer?

Answer 7

FRS D/Station Manager