Tyne and Wear Fire and Rescue Service aims to provide the highest standards of fire, rescue and community safety services. Your feedback helps us to do this.

Say thank you

Compliments are just as important as complaints and they help us shape our service.

If we’ve impressed you, please let us know.

Complain about our service

Where we don’t meet your expectations, you can make a complaint. Your complaint will be investigated in accordance with our policy, which states that a complaint should be raised within 30 days of the event or incident in question.

Complaints raised after 30 days, may not be dealt with on the basis that it is out of time. This is because a complaint made a long time after an incident, makes it more difficult for the Service to obtain evidence, which greatly reduces the ability investigate matters.

We will:

• record your complaint
• send you an acknowledgement letter within 7 days that includes a reference, name and contact details of the Investigating Officer should you need to get in touch
• respond to you in writing within 28 days – clearly setting out the findings of the investigation
• tell you about any action we’ll take as a result
• ensure that you are kept informed if we’re unable to meet this deadline
• advise you what to do if you are not satisfied and how you can escalate your complaint

All complaints are dealt with in confidence, but information will inevitably be shared for the purpose of investigating your complaint.

You can read our complaints policy HERE.

The information you provide will:

• be recorded electronically
• be treated by us as confidential under the requirements of the Data Protection Act
• where appropriate, used by us for the effective administration of business and reporting

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Other ways to contact us or complain

Telephone: 0191 444 1500 (9am to 5pm, Monday to Friday)

Post:

Chief Fire Officer
Tyne and Wear Fire and Rescue Service Headquarters
Nissan Way
Washington
Sunderland
Tyne and Wear
SR5 3QY

Email: complaintsandcompliments@twfire.gov.uk

Or in person at your local community fire station.

Complain about a Fire Authority member

Complaints regarding members of the Fire Authority should be reported in writing to the Monitoring Officer and will be investigated in accordance with the Local Code of Conduct.

Make a complaint about a member of the Fire Authority.

Publications

Compliments and Complaints Annual Report 2023-2024

Local Government and Social Care Ombudsman’s Annual Review Letter 2023-2024

Contacting the Local Government and Social Care Ombudsman

The Local Government and Social Care Ombudsman (LGSCO) investigates complaints about councils, adult social care providers (including care homes and home care agencies) and other public service organisations including the fire and rescue service.

Complainants have the right to refer their complaint to the LGSCO at any point during the complaint process however, the LGSCO may request that TWFRS’s complaint process be exhausted first, before they consider investigating.

There are several ways you can contact the LGSCO:

• Fill in an online complaint form: https://complaints.lgo.org.uk/complaint-form
• Phone: 0300 061 0614
• Post: Local Government and Social Care Ombudsman, PO Box 4771, Coventry, CV4 0EH