Strathclyde Fire & Rescue constantly strives to maintain the highest possible standards in the way it provides services and in the behaviour of its employees. However, we recognise that there may be occasions when these standards are not met and we want to know when such lapses occur in order that, if appropriate, we can take steps to prevent them happening again. We therefore ask anyone experiencing dissatisfaction with the services of Strathclyde Fire & Rescue or its employees to let us know using the procedure set out below.

You may register a complaint:

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

We will:

• Whilst being required to notify the person(s) against whom a complaint has been made, we will, as far as possible, respect the confidentiality and privacy of your complaint
• Acknowledge receipt of your complaint within 2 working days of its receipt
• Commence an investigation of your complaint immediately
• Advise you of the investigation's result within 21 days of the complaint being received and of any action which is proposed

Human Rights Act 1988

The Human Rights Act 1998 brought certain of the rights and freedoms guaranteed under the European Convention on Human Rights into full effect in Scotland with effect 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.

Therefore, the SFR must at all times implement its Complaints Procedure within these parameters which, for example, could require us 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).

What complaints are covered by this procedure? You can use this procedure if: -

• You are dissatisfied with the administration of policy and decisions, i.e. how we reached a decision, not the decision itself.
• You have experienced delays in our response to requests for services
• You consider that we have failed to achieve stated standards of service
• You consider that we have failed to fulfil our statutory responsibilities
• You are dissatisfied with an employee's behaviour or attitude

Where, in exceptional circumstances, it has not been possible to conclude our investigation within the 21 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 Firemaster, Deputy Firemaster or Strathclyde Fire Board as appropriate for reconsideration and determination.

On occasions, the SFR may reach a conclusion which may fail to satisfy your expectations but will at all times 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 Local Government Ombudsman.

Access to the Complaints Procedure

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

Download: ComplaintsProcedure.pdf

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