Every complaint is an opportunity for any person who uses or receives the services of NWFRS to put matters right. Our complaints procedure is in place to deliver continued improvements across the Service. We constantly strive to improve public confidence and satisfaction. We are committed to investigating every complaint and you are guaranteed the opportunity to take the matter further if you are not satisfied with our initial response.

What is a complaint?

A complaint is defined as an expression of dissatisfaction by one or more parties in relation to one or more of the following:

• NWFRS’ action or inaction;
• the standard of the service provided by NWFRS;
• any person or body acting on NWFRS’ behalf.

How to make a complaint

NWFRS will deal with complaints received via any medium, and they will be dealt with in equal priority.

Please be advised that the Complaints Team only monitor complaints Monday to Friday during office hours (excluding public holidays and seasonal closure periods).

• In person
• By telephone –. For urgent non-emergency matters, please call 01931 522006. In an emergency, call 999.
• In writing – The Complaints Team, Fire and Rescue Service Headquarters, Ffordd Salesbury, St Asaph Business Park, St Asaph, Denbighshire, LL17 0JJ
• By email – complaints@northwalesfire.gov.wales

Further escalation 

If you remain dissatisfied, you may contact the Public Services Ombudsman for Wales:

• by post- Public Services Ombudsman for Wales
  1 Ffordd yr Hen Gae
  Pencoed
  Cardiff
  CF35 5LJ
• by telephone- 0300 790 0203
• by email or via the website- ask@ombudsman.wales www.ombudsman.wales

Complaints relating to the Welsh Language

If you have a complaint relating to our compliance with the Welsh Language Standards, please do not hesitate to contact us using our Complaints Policy procedure, as noted above, to resolve the matter, alternatively you also have the right to refer any complaints directly to the Welsh Language Commissioner.

We welcome correspondence in Welsh and English and will respond in your preferred language. Confidentiality will be maintained at all times.