THE PURPOSE OF THE COMPLAINTS PROCEDURE

West Sussex Fire & Rescue Service always endeavours to meet its service standards and to improve on those standards whenever possible.

However, there may be times when you, as a recipient of the service or as someone affected by the Services actions, may feel that you should have been served or treated better.

If this is the case we would like to hear from you

Obviously you will want to register your complaint as effectively as possible and WSFRS would like to satisfactorily resolve the issue: to this end the Services complaints procedure is designed to provide a prompt, thorough and satisfactory response.

HOW TO PUT YOUR COMPLAINT

You can either put your complaint to a member of staff at the nearest fire station premises or, where this is impracticle or undesirable, directly to the WSFRS Director of Corporate Services, Mr Matt Sturman .

You can contact Mr Sturman in any of the following ways:

Mr Matt Sturman
Director of Corporate Services
Fire & Rescue Service Headquarters
Northgate
Chichester
Tel:
Fax:
Email:

Submit your complaint on line. Click here

You can also leave a written complaint addressed to Mr Sturman with any member of staff at a WSFRS premises, it will promptly be forwarded to him.

To ensure that we can deal with your complaint as effectively as possible please remember to provide all the relevant facts.

HOW THE WEST SUSSEX FIRE & RESCUE SERVICE WILL RESPOND

Whatever method you use to contact WSFRS , you will be able to explain the nature of your complaint and have it promptly actioned. The scope of response will range from a verbal explanation to a personal visit by an investigating officer as soon as is convenient to you.

In general, the Service will gear its response to your circumstances and on those occasions when we have got it wrong, take every reasonable step to resolve things to your satisfaction.

WSFRS will log every complaint, respond personally within 2 working days and either resolve your complaint or provide a timetable for progressing your complaint within 10 working days.

All complaints are reported to the County Councils Fire, Police Liaison and Public Protection Committee.

If you are unhappy with the way that the Service has dealt with your complaint the complaints Officer will explain how you can take the matter further.

Martin Burrell
COUNTY FIRE OFFICER

Is the complaints procedure as good as it could be
If you have any suggestions to improve the complaints procedure,
Matt Sturman will be pleased to here from you.