Share your feedback

Your voice matters to us. Help us continue providing exceptional support to the fire services community by sharing your experiences.

We value every voice

As part of the fire services community, your feedback helps us grow stronger together. Whether you want to celebrate great service, share ideas for improvement, or raise a concern, we are here to listen and act.

Five firefighters in uniform stand and talk near a fire engine, with tools and equipment visible on the truck. Four women and one man are smiling in a well-lit fire station.

Share your compliment

Tell us about exceptional service, kindness, or support you received. Your positive feedback will brighten our team’s day and will help us to recognise outstanding work.

Compliment form

Share your comments

Have suggestions for how we can improve our services? We welcome your thoughts and ideas to help us service the fire services community even better.

Comment form

Share a complaint

If something did not go as expected or you are not satisfied with our service, please let us know. We take all complaints seriously and are committed to making things right.

Complaint form

How we look after your complaints

We handle all complaints fairly, transparently and in the strictest confidence. Only the people involved in resolving your complaint will have access to the information you share. Here is how we look after your complaint step by step.

1

We Acknowledge

We confirm we have got your complaint, you will hear from us within 3 working days.
2

We Review

We look into what happened. If it’s complex and needs more investigation, we will let you know what to expect and keep you updated.
3

We Respond

We share the outcome with you. We aim to respond fully within 10 working days. If it takes longer we will explain why and give you a new timeline.
4

We Learn

You can ask for escalation. If you are unhappy with the outcome, a member of our senior leadership team or chief executive will review your complaint. Serious or sensitive complaints may be handled at this level from the start.

External regulators

If you wish to make a complaint to an external regulator, you can find the relevant details below.

For fundraising issues in England or Wales, you can contact the Fundraising Regulator. For Scotland, it is the Scottish Fundraising Regulator.
Issues relating to our lottery can be raised with the Independent Betting Arbitration Service or the Gambling Commission
Issues relating to nursing services can be raised with the Care Quality Commission.
You can also raise a concern or complaint with the Charity Commission for England and Wales or, in Scotland, the OSCR or, in the Isle of Man Isle of Man Government – Charities
For data protection and UK GDPR, you can contact the Information Commissioner’s Office.

Prefer to speak to someone?

We understand that sometimes you would rather talk to a person. Here are other ways to reach us:
Phone: 01256 366 566
Email: [email protected]

We value every voice

Share your compliment

Share your comments

Share a complaint

We Acknowledge

We Review

We Respond

We Learn

External regulators

Prefer to speak to someone?

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