This fact sheet is aimed primarily at anyone who has a complaint about fire services and who may be considering making a complaint to the Ombudsman.

Can you investigate my complaint about the fire service?

• We can decide to investigate many different types of complaint about fire services. That includes complaints about operational matters (fighting fires and rescue activities). For example, we can decide to investigate complaints about how a fire service has tackled a fire or given fire safety advice to a business.

• If we investigate, we will look at whether the service has made decisions following the relevant legislation and guidance. In general, where the service has done so we cannot question professional judgment.

How do I complain?

• You should normally complain first to the fire authority (or Police, Crime and Fire Commissioner where they are responsible for the fire service).

• Then, if you are unhappy with the outcome, or the authority is taking too long to look into the matter – we think 12 weeks is reasonable – you can complain to us.
• Usually, you should complain to us within 12 months of when you first knew about the problem. If you leave it any later, we may not be able to help.

I work for the fire service and want to complain about how they have treated me. Can you investigate?

No. The law we have to work to stops us considering any complaint that is about how an organisation has dealt with a personnel or HR issue. So we cannot, for example, investigate a complaint about being sacked or disciplined by the organisation you work for.

The fire service’s actions (e.g. putting out a fire, or dealing with, or causing a road accident) have damaged my property. Can I complain to you about this?

This type of complaint needs to be dealt with by the relevant organisation’s insurers.  We are very unlikely to decide to investigate this type of complaint. Where we find fault has caused injustice, our financial remedies are usually symbolic rather than compensation.

How does your work relate to that of His Majesty’s Inspectorate of Constabulary and Fire and Rescue Services?

We investigate complaints about personal injustice caused by alleged faults. The Inspectorate assesses the efficiency and effectiveness of police forces and fire and rescue services in the public interest.

Our fact sheets give some general information about the most common type of complaints we receive but they cannot cover every situation. If you are not sure whether we can look into your complaint, please call 0300 061 0614

May 2024