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Compliments and complaints

Derbyshire Fire & Rescue Service welcomes feedback and believes that by listening and acting upon your comments, we can improve the service we provide making Derbyshire safer.

Fire & Rescue Authority

For specific information about submitting feedback and questions regarding the Derbyshire Fire & Rescue Authority please visit the Fire & Rescue Authority page.

Contact the DFRS Authority

We have a complaints procedure to make sure complaints are dealt with in a fair and efficient manner. You can register any concerns or complaints with any employee or member of the Fire Authority.

If they are unable to resolve the issue there and then, they are responsible for passing the details to an appropriate senior officer to investigate.

If you make a complaint, you will have a written acknowledgement within five working days and a full response within twenty working days. If we are unable to respond within that time we will let you know when you can expect a response. We will keep you informed.

If you are not happy with the response to your complaint, you have the right to ask for a review of the way in which your complaint has been handled. If, after that review, you are still dissatisfied, you can contact the Local Government Ombudsman to take the matter further.

Derbyshire Fire & Rescue Service keeps a record of all complaints made, and reviews that record to see what we can do to improve.

Get in touch

If you have any have any compliments, comments or complaints about Derbyshire Fire & Rescue Service, please contact us using one of the methods below.

  • Post
    Derbyshire Fire & Rescue Service
    Headquarters
    Butterley Hall
    Ripley
    Derby
    DE5 3RS
  • Telephone
    01773 305 305
  • On-line
    Please use our online contact form.

Complaints

We want to fully understand what’s gone wrong. In order to do so, we will need some information from you to make sure that the right person handles your complaint.

When contacting us, please provide us with the following information:

  • Your name and address
  • A description of your complaint
  • When the issue happened
  • We may need further information from you, so please make sure you have provided us with a contact number or a preferred method of contact

Some important things to note

  • All complaints are taken seriously
  • There is no time limit by which people must register a complaint, it is expected complaints will be made in a timely manner. Any unnecessary delays may affect the ability to effectively investigate the complaint.
  • All complaints will be dealt with in confidence and all records are kept securely
  • We are only able to investigate complaints that involve Derbyshire Fire & Rescue

How to contact us

Via Webpage: www.derbys-fire.gov.uk

By email: Governance_team@derbys-fire.gov.uk

By phone: 01773 305 305

By SMS: 07766 299 999 (General enquiries and non-emergency assistance for people who are deaf, hard of hearing or speech-impaired)

In person: At any of our Fire Stations

You can write to us:

Governance Team                                                                                                                                                                                                          Derbyshire Fire & Rescue Service                                                                                                                                                                      Butterley Hall                                                                                                                                                                                                                      Ripley