Cambridgeshire and Peterborough
Fire Authority
COMPLAINTS POLICY
For the information of person(s) making a complaint against
Cambridgeshire Fire and Rescue Service
Cambridgeshire Fire and Rescue Service aims to provide the highest possible
level of service to the public and views any complaint extremely seriously.
We will therefore:-
Acknowledge all complaints immediately
Commence a thorough examination on the next working day
following receipt of your complaint
In normal circumstances, the District Manager/Head of
Group will reply to you in writing within 10 days. If the
examination is protracted, you will be regularly advised of
progress throughout
Should you not be satisfied with the outcome of your complaint, you will be
offered the opportunity to make further comment to the Chief Fire Officer, and
if necessary an independent arbitrator.
September 2017
Freedom of Information Act 2000
The Freedom of Information Act 2000 requires that when communicating any
decision made in relation to a request for information under the Act’s general
right of access, Cambridgeshire and Peterborough Fire Authority must notify
the applicant of the right to complain.
Complaints may be made by individuals who:
perceive that Cambridgeshire and Peterborough Fire Authority is
not complying with its publication scheme, or
consider that their request has not been properly handled or who
are otherwise dissatisfied with the outcome of the consideration of
their request
Complaints should be made in writing or electronically, and addressed to:
Hayley Douglas
Cambridgeshire Fire and Rescue Service
Fire Service Headquarters
Hinchingbrooke Cottage
Brampton Road
Huntingdon
Cambridgeshire
PE29 2NA
Tel: 01480 444500
Fax: 01480 444636
Email: xxx@xxxxxxxxx.xxx.xx
The complainant is also entitled to write to the Information Commissioner*
who may, at his discretion, investigate the matter. However, the
Commissioner will not make a decision (under S.50 of the Act) until the
Cambridgeshire and Peterborough Fire Authority complaints procedures have
been exhausted.
Complaints arising in respect of the provisions of the Freedom of Information
Act 2000 will be dealt with in accordance with the Lord Chancellor’s Code of
Practice issued under section 45 of the Act.
On receipt of a complaint, the following procedures will apply:
The complaint will be recorded in the FOIA complaints log
An acknowledgement will be issued to the complainant stating the
anticipated date of determination
September 2017
Where it is apparent that determination of the complaint will take longer
than the target time, an explanation will be provided to the complainant
The complaint will be examined by the FoIA Officer who will prepare a
summary of the key issues before passing the complaint to the Senior
Management Team for consideration
Where the complaint concerns a request for information under the
general right of access, a person who was not party to the original
decision will review the complaint
Details of the determination will be sent to the complainant
If the complainant is not satisfied with the outcome of the review,
he/she has the right to complain to the Information Commissioner*
Where the outcome is that information which was originally withheld
should be disclosed, that information will be disclosed as soon as is
practicable, and the applicant will be informed of when that will be
Where the outcome is that an initial decision to withhold information is
upheld, or is otherwise in the favour of Cambridgeshire and
Peterborough Fire Authority, the applicant has the right to apply to the
Information Commissioner* for a decision on whether the request for
information has been dealt with in accordance with the requirements of
the Act
* Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone: 01625 545 745
Fax:
01625 524 510
Email: xxxx@xxx.xxx.xxx.xx
September 2017