Learning from mistakes

Although we make every effort to provide the best possible service, we occasionally make mistakes.  When things do go wrong, we make every effort to learn from the experience and improve the way we deliver our service.

How we deal with complaints

A complaint is an expression of dissatisfaction, however made, about the standard, type and/or level of service undertaken by the Service or its staff, which affects any member of the community.  However minor, a complaint is treated seriously, promptly, positively and in strictest confidence.
Wherever a complaint is received, it will be dealt with as soon as possible in order that a verbal or written response can be sent to the complainant within three working days.  Complaints concerning the behaviour of personnel are always dealt with by an officer senior to the member(s) of staff involved in the complaint.Wherever possible, the complainant will be offered the opportunity to discuss/clarify the complaint.
Where a complaint requires a more detailed investigation, it should normally be dealt with within one month.  However, if this is not possible, the complainant will be kept informed of progress after each four-week period.

How to make a complaint

To make a complaint either ring 01622 692121 or alternatively e-mail complaintsorcompliments@kent.fire-uk.org| including your name, address and telephone number, so that someone can contact you.

How to register a compliment

If you wish to register appreciation for work or actions undertaken by a Fire Service individual or group, these can be emailed to complaintsorcompliments@kent.fire-uk.org|. 
Please include your Name, Address and Telephone Number, should we wish to contact you.


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Kent Fire & Rescue Service Headquarters, The Godlands, Straw Mill Hill, Tovil,
Maidstone. Kent, ME15 6XB    Tel: 01622 692121