Our Complaints Procedure

While we strive to maintain the highest possible standards in service delivery and in our behaviour, we recognise that there may be times when we fail to get things right. If you have experienced a lapse in standards then please do let us know. Public feedback plays an important role in the service improvement cycle and any comments you offer will be taken in confidence and treated with respect.

The following section details our Complaints Service and will explain how you can register your dissatisfaction.

You may register a complaint in the following ways:

To help us thoroughly investigate the circumstances of your complaint, please provide us with as much information as possible, including, where applicable:

• the exact nature of the complaint
• the date and time of the incident giving rise to the complaint
• the location of the incident
• the identities of persons involved, if known
• any information which might help us to identify persons involved
• an indication of how you would like us resolve your complaint

Complaints may be made with the assistance of a third party, e.g. the Citizens' Advice Bureau

On receipt of a complaint we will:

• As far as possible, respect the confidentiality and privacy of your complaint, while being required to notify any person(s) against whom a complaint has been made
• Acknowledge receipt of your complaint within five working days of its receipt
• Commence an investigation of your complaint immediately
• Advise you of the investigation's result within 20 days of the complaint being received and of any action which is proposed

The following situations are covered by this service:

• Dissatisfaction with the administration of policy and decisions, i.e. how we reached a decision, not the decision itself
• Delays in our response to requests for services
• Failure to achieve stated standards of service
• Failure to fulfil our statutory responsibilities
• Dissatisfaction with an employee's behaviour or attitude

Where, in exceptional circumstances, it has not been possible to conclude our investigation within the 20 day period, you will be advised accordingly and told when you can expect notification of our findings.

This procedure will not apply to any matter involving alleged injury, damage or loss, which has been, or requires to be, referred to our claims handlers. You will be notified where this applies to your complaint.

If you are dissatisfied with our reply to your complaint

If you believe that your complaint has not been investigated fairly or that the information you supplied has not been given due consideration, you may ask us to reconsider your complaint. You should make a request for reconsideration by communicating your continued dissatisfaction, in writing, to the Complaints Officer, making reference to the Complaint Reference Number allocated to your original complaint.

The complaint and its circumstances will, in this case, be referred to the Chief Officer, Deputy Chief Officer or the Board of Strathclyde Fire & Rescue for reconsideration and determination.

If we reach a conclusion which fails to satisfy your expectations we will endeavour to ensure that any decisions have been arrived at legally and in accordance with SFR policies and procedures. However, if you believe that we have failed to properly investigate your complaint you may make a further complaint to the Scottish Public Services Ombudsman.

Access to the Complaints Service

Strathclyde Fire & Rescue aims to treat all members of the community in a way which does not unfairly discriminate against race, religion, social background, marital status, gender (sex), disability, age or sexual orientation (sexuality). We will understand and accept your circumstances and feelings without criticism or judgement.

Assistance is available if you have trouble making your complaint due to hearing, visual or physical difficulties or if English is not your first language. Please direct requests to:

The Complaints Officer
Strathclyde Fire & Rescue Headquarters
Bothwell Road
Hamilton ML3 0EA

Tel: 01698 300999
Fax: 01698 338444

E-mail: complaints@strathclydefire.org

All other enquiries concerning complaints or special access to this should also be directed to the above address.

Human Rights Act 1988

The Human Rights Act 1998 brought certain rights and freedoms, guaranteed under the European Convention on Human Rights, into full effect in Scotland from 2nd October 2000 and made it unlawful for public authorities such as Strathclyde Fire & Rescue to act in a way which is incompatible with a Convention right.

SFR must at all times implement its Complaints Procedure within the parameters of the Convention's rights. This requirement may mean we have to reveal the full details of your complaint to any person complained of in order to comply with Article 6 of the said Convention (Right to a Fair Trial).