London Fire Brigade

Complaints procedure

The Authority has a complaints policy in place to ensure there is a consistent approach to complaints across the organisation and that all complaints are treated seriously and sympathetically and resolved at the earliest possible stage

Step 1: what happens when I make a complaint?

Normally within two working days we will send you an acknowledgement letter confirming we have received your complaint, including the name and phone number of a contact officer who will assist you and explain the complaints procedure.

Within 28 days you should receive a full reply from a senior manager or head of the relevant section. We make every attempt to respond sooner (dependent on firefighters' availability and shift patterns).

If we cannot answer your complaint satisfactorily, or if your complaint is of a complex nature, we will inform you of how we're investigating it and how long it's expected to take.

If your complaint falls under a special procedure or outside the complaints policy (for example, a disciplinary or legal procedure) you will be informed.

If your complaint is justified we will apologise and let you know what can be done to rectify the matter. If we feel that your complaint is not justified we will explain why.

Use the online form to make your complaint.

Step 2: I'm still not satisfied, what should I do now?

If you are not happy with our reply you can take the matter further and ask your contact officer to arrange for a review.

Within two working days of your contact we will acknowledge your request and within 28 working days you should receive a reply from this further investigation.

A further investigation of your complaint is always carried out by the most  senior manager responsible for the department or Area which the complaint falls under.

This is the final stage of the complaints procedure, if you remain unhappy we will direct you to the Local Government Ombudsman

Other ways to complain

There are two other ways to make your complaint.

The Authority

The London Fire Brigade is run by the London Fire and Emergency Planning Authority (LFEPA).

If you wish to contact an LFEPA member please see the Members of the Authority section for their details, or call Democratic Services on 020 8555 1200.

You can write directly to elected members at:

London Fire Brigade Headquarters
169 Union Street, London SE1 0LL

Local Government Ombudsman

For most matters you can also complain to the Local Government Ombudsman. They may carry out an independent investigation of your complaint. However, the Ombudsman will usually only consider your complaint once you have been through our complaints procedure.

For more information about the Ombudsman and the complaints they consider, visit their website or contact them at:

Local Government Ombudsman
PO Box 4771, Coventry CV4 0EH
telephone: 0300 061 0614 or 0845 602 1983
fax: 024 7682 0001
Text 0762 480 4299 to receive a call back