External Complaints Procedure
For external parties including members of the public wishing to make a complaint or raise a concern in relation to NFCC staff or an NFCC member.
The National Fire Chiefs Council Limited (NFCC) takes all complaints against staff and members seriously. Information on how anyone can make a complaint about an individual employed by or representing NFCC is provided below at section 2 and 3.
The NFCC Board of Trustees receive quarterly reports on the complaints received.
Please note that the NFCC does not get involved or arbitrate in complaints or disputes involving individual Fire and Rescue Services (FRS) or FRS employees. Each FRS has its own complaints process that can be found by visiting its website. FRSs should also have an independent reporting line should individuals want to make a complaint confidentially or through an independent channel. Details can be found on the FRS website.
Complaints about an individual currently seconded to the NFCC will be dealt with in liaison with their home FRS.
If you are unable to find details for reporting a complaint relating to an individual FRS or FRS employee, then the NFCC can assist with providing this detail. Please contact nfccadminsupport@nfcc.org.uk with details of which FRS you are seeking information on.
For complaints about NFCC services or products, please contact complaints@nfcc.org.uk.
This procedure is for external complaints only. NFCC staff should utilise the NFCC existing internal complaints and grievance policy.
Section 2: How to make a complaint about an NFCC employee
All NFCC employees are expected to abide to the NFCC values and the terms of conditions of their contracts at all times. A complaint regarding an employee should be sent to complaints@nfcc.org.uk and must be accompanied by sufficient details on the complaint. Wherever possible, NFCC encourages people to identify themselves when raising any concerns or making a complaint. However, NFCC recognises that some people will want or need to raise concerns anonymously and where this is the case, NFCC will support this.
Where an allegation is made in relation to the conduct of an individual, an impartial investigation may be undertaken to collect information relating to the allegations and to determine whether the case should proceed to a disciplinary meeting.
Upon receipt of a complaint, the NFCC will respond within 5 working days. This may be an acknowledgement, an update, or a full response. All complaints will be fully resolved within 28 days, unless they are of sufficient complexity that further time is needed. Where this is the case, complainants will be kept informed. Where a complaint is made anonymously and a response cannot be made, this will be noted on the register of complaints.
NFCC staff: Please note you should use the internal grievance or whistleblowing policies if you wish to complain about a colleague.
Section 3: How to complain about a NFCC individual member or Lead Officer
All NFCC members including lead officers from Fire and Rescue services who are representing NFCC are expected to adhere to the Core Code of Ethics at all times when acting on behalf of the NFCC.
To make a complaint about an NFCC individual member or lead officer, please send details including where possible the name of the complainant and an outline of the nature of the complaint to complaints@nfcc.org.uk.
Wherever possible, NFCC encourages people to identify themselves when raising any concerns or making a complaint. However, NFCC recognises that some people will want or need to raise concerns anonymously and where this is the case, NFCC will support this.
The NFCC Disciplinary Procedure for NFCC members can be found here.
Section 4: How to complain about an NFCC product or service
The NFCC seeks to deliver the highest quality products and services and has a number of systems and processes in place to help ensure we meet the high standards that we, our members and our stakeholders expect. If you have a complaint about any of our products or services please send the details, including the name of the specific product or service to complaints@nfcc.org.uk.