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
Please contact us at firstname.lastname@example.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
- 98% of people who had a fire in their home were satisfied or
very satisfied with the overall service they received from
- 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.
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 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.
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
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 email@example.com
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.