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Feedback and complaints

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 complement 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.

What users of our service say

An independent survey of people involved in a fire during 2011/2012 found:

  • 98% of people who had a fire in their home were satisfied or very satisfied with the overall service they received from KFRS
  • 91% thought that we arrived quicker than expected and 96% said they were kept informed during the incident
  • Businesses and non domestic responders to the survey said firefighters at the scene were helpful and 98% were satisfied with the service received from us
  • Further information about our quality of service delivery

Making a complaint

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.

Confidentiality

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.

Investigation

Wherever a complaint is received, it will be dealt with as soon as possible and a verbal or written response will normally be sent to you within three working days. 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.

Timescale

Where a complaint requires a more detailed investigation, it should normally be dealt with within one month. However, if this is not possible, we will keep you informed of progress after each three-week period.

Making a complaint

We need to receive complaints 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 complaints@kent.fire-uk.org  or write to us at Complaints, Kent Fire and Rescue Service, Straw Mill Hill, Tovil, Maidstone, ME15 6XB. If however you experience problems please contact 0800 028 0852 and someone will assist you.

Please note that this number is for complaints only and cannot transfer calls or offer assistance with any other enquiries or requests. If you have experienced a fire in your home and would like to request a copy of the Kent Fire and Rescue Service incident report, then please contact the main switchboard on 01622 692 121 and ask to be put through to Community Safety Administration who will be able to assist you.

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Objective: We are committed to providing high quality and value for money services