Contact Us

Greater Manchester Fire and Rescue Service

Headquarters

146 Bolton Road

Swinton, Manchester

M27 8US


Tel: 0161 736 5866

For a FREE Safe and Well visit please call:

0800 555 815

Our Complaints Procedure

We are fully committed to providing the highest possible levels of service to the public of Greater Manchester. If you believe you have cause for complaint please follow the procedure detailed below.

Fire Safety Standards in Buildings

If you have an urgent complaint regarding for example a locked fire exit please call us immediately on our main switchboard on 0161 736 5866.

All other complaints

Your comments, where appropriate, will lead to improvements in our service delivery

Step 1

You may visit, or telephone any Fire Service premises and ask for the officer in charge. If possible the officer will try to resolve your complaint there and then.

Step 2

If this cannot be done they will advise you of the procedure.

If you wish to put your complaint in writing you should send it to the Chief Fire Officer at the address below. It would help us if you could provide as much information as possible about the nature of your complaint, such as: date, time, persons involved and the reason for your dissatisfaction.

We will acknowledge receipt of all written complaints within 4 working days.

Your complaint will be investigated by officers from the Area or Department that is deemed most appropriate.

We will inform you in writing of the outcome of our investigation within 14 working days or advise you of any delay.

Step 3

If you are not satisfied with the response to your complaint you should inform us within 28 days.

Your complaint will then be referred to the appropriate Principal Officer who will review the case and may investigate it further.

We will inform you in writing of the outcome of our investigation within 14 working days or advise you of any delay.

Step 4

If you are still not satisfied with the response to your complaint you should inform us within 28 days.

Your complaint will then be referred to the Chief Fire Officer who may investigate it further.

We will inform you in writing of the outcome of our investigation within 14 working days or advise you of any delay.

Step 5

If at this stage you are still not satisfied with the response to your complaint you should inform us within 28 days.

Your complaint will then be referred to the Clerk to the Authority for an independent assessment.

We will inform you in writing of the outcome of our investigation within 14 working days or advise you of any delay.

Please be assured that we will investigate all complaints made, whether in writing, by telephone or by e-mail. You do not have to give your name & address if you prefer, and any information we take from you will be dealt with in a confidential manner.

If you are still not satisfied after we have completed our investigations you can contact:

  • The Clerk to the Authority - who will act as a final and independent arbiter.

Assistance

If necessary an officer will be made available at the earliest opportunity to fully explain the complaints procedure and if required, guide and assist you.

Accessibility

If you or anybody you know would like this information in another language or format including large print, Braille and audiotape, please phone 0161 608 4387 or 4386.

Should you be dissatisfied with GMFRS in any way and wish to make a complaint we have a comprehensive procedure that ensures your complaint is dealt with in the most efficient manner possible.

You can make your complaint verbally or in writing to any Greater Manchester Fire Station or to Fire Service Headquarters. The following steps explain what happens when you make a complaint.

How to Contact Us

Address:

Complaints
Corporate Support Department
Fire Service Headquarters
146 Bolton Road
Swinton, Manchester
M27 8US

Email: complaints@manchesterfire.gov.uk

Contact details for the 11 Borough Commands:
Trafford 0161 608 9226 / 9227
Salford 0161 609 0226 / 0227
Bolton 01204 905126 / 905127
Wigan 01942 650126 / 650127
Manchester 0161 608 5326 / 5327
Tameside 0161 609 1626 / 1627
Rochdale 01706 900126 / 900127
Oldham 0161 909 8626 / 8627
Bury 0161 909 0326 / 0327
Stockport 0161 608 5426 / 5427

Please contact your local Fire Station for local complaints (call your local borough command for contact details) or the Corporate Support Department at GMFRS Headquarters who will act on behalf of the Chief Fire Officer for general complaints on: 0161 736 5866 (ask for Corporate Support Department) or Fax: 0161 608 4226.

Last update: 23/03/2016 08:19:58
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