London Fire Brigade

Compliments or complaints

Your feedback is important to us and can help shape our services.

After submitting a complaint, you will receive an acknowledgment and will be assigned a contact officer. They will be able to assist you with any queries you might have.

You will receive a full response to your complaint within 28 working days, although we endeavour to reply as soon as possible. If we cannot answer your complaint within this timescale, we will inform you of how we are investigating it and how long it is expected to take.

All complaints are treated seriously and sympathetically.

If you are unhappy with our response

If you are unhappy with our response, you can take the matter further and ask your contact officer to arrange for an additional review.

We will acknowledge your request within two working days and a more senior manager, who will be responsible for the department or area that your complaint falls under, will carry out further investigation.

Following the additional review you will receive a full response within 28 working days, or we will inform you if this will take longer.

If you remain unhappy at the outcome, we will direct you to the Local Government Ombudsman (LGO). They may carry out an independent investigation, however, the LGO will normally only consider your complaint once you have been through our complaints procedure.