Kent Fire & Rescue Service
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Feedback and complaints

Feedback

Give us your feedback

We value feedback from local people, and especially those who have used our services. If you have any feedback – whether that is a suggestion, a compliment or a complaint, we welcome your thoughts and views.

Please contact us at feedback@kent.fire-uk.org or write to us at Feedback, Kent Fire and Rescue Service, Straw Mill Hill, Tovil, Maidstone, ME15 6XB, ideally including your name and full contact details.

Have your say

If you have recently been involved in an incident we have attended, such as a fire, a road crash or another type of emergency, we would really value your feedback - take our after an incident survey.

When we get it wrong

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.

Wherever a complaint is received, it will be dealt with as soon as possible and a verbal or written acknowledgement will normally be sent to you within three working days. Complaints will be investigated within 20 working days. However, if this is not possible, we will keep you informed of progress after each three-week period. Complaints concerning the behaviour of a member of staff are always dealt with by an officer senior to that person. Wherever possible, we will offer you the opportunity to discuss or clarify any complaint.

We need to receive feedback in writing (not verbally) in order to ensure that information is accurate, so please email the details, along with your name, address and telephone number (in case we need to contact you for further information about the matter) to feedback@kent.fire-uk.org or write to us at Feedback, Kent Fire and Rescue Service, Straw Mill Hill, Tovil, Maidstone ME15 6XB. If however you experience problems please phone 01622 692121 and someone will assist you.

If you're not satisfied?

If you are not satisfied with how we have handled your complaint, you have the right to appeal the outcome.

See our policy on complaints for more information

If you’re still not satisfied you can contact the Local Government Ombudsman  

 

 

 

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