Complaints & Complaints Procedure
NIFRS believe that by listening to and acting upon your complaints we can improve the service provided to you. If you have a complaint, please follow the steps detailed below. You can complain by phone, in writing, in person or via our website. You can help when contacting us by giving us as much information as possible.
How to Make a Complaint
Step 1 – The quickest way to get a problem sorted out is by taking the matter up with your local fire station, or the District or Command Headquarters in your area.
Step 2 – If you prefer, or if you are not happy with the action taken locally, please write to our Complaints Officer:
Assistant Chief Fire Officer (Community Protection)
Northern Ireland Fire & Rescue Service
1 Seymour Street
Via email to: firstname.lastname@example.org or alternatively you can submit your complaint below.
Our complaints procedure is outlined in our Customer Service Excellence Leaflet and all complaints are dealt with as follows:
- We will acknowledgement your complaint within 5 working days of receipt.
- Normally, you will be given a full written explanation within 15 working days.
- As more complex complaints may take longer to investigate, you will be kept informed during each stage of the investigation of the complaint until the matter has been resolved.
- All complaints will be dealt with impartially and in confidence.
For more information regarding complaints received by NIFRS please read our Complaints Report
If you are dissatisfied in relation to any action taken or service provided by Northern Ireland Fire & Rescue Service, please let us know:
Taking your Complaint further
If you remain dissatisfied, there is an independent avenue for taking the complaint further through the Northern Ireland Commissioner for Complaints – The Ombudsman.
Freepost BEL 1478
Tel: 0800 343424