Complaints, Comments and Compliments

At the Scottish Fire and Rescue Service we are committed to continually improving the service we provide to our communities and recognise that to achieve this goal we must listen and respond to the views of the public.

Our Complaints, Comments and Compliments Policy is intended to ensure that our procedures in relation to complaints, comments and compliments are user focussed, fair, proportionate, consistent, accessible and easily understood. We will use the feedback we receive to monitor our performance and will incorporate this information into our planning and governance processes in order to continually improve our Service.

We are keen to hear examples of good practice, excellent service delivery; individual acts of bravery or heroism, or of the simple attention to detail which exemplifies the caring service we provide to Scotland’s communities.

While we will always strive to do our best, we know that we won’t always get it right. In instances where our standards of service are questioned, we welcome the opportunity to investigate the circumstances, are committed to correcting any lapses and to using the learning outcomes to improve our Service.

To make a complaint, comment or to pay us a compliment, please complete our Comments and Complaints form.

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