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Complaints Policy

How to make a complaint

Our main objective is to provide a service of the highest quality which is both cost effective and efficient. It is accepted however, that from time to time, things go wrong and it is necessary to take action when shortfalls are identified.

Any complaint is an opportunity for us to put matters right 

Our complaints procedure is in place to deliver continued improvements across the Service - we constantly strive to improve customer confidence and satisfaction.

A complaint can be made by phone, in person, in writing, by email, fax or via our website and will be dealt with in equal priority.

You will be advised of the person carrying out the investigation into your complaint, their contact details and complaint number. A complaint will be responded to within 10 working days.

If you wish to make a complaint or require information or assistance about out complaints procedure, please contact:

Duty Control Room Manager
North Wales Fire and Rescue Service
Joint Communications Centre
Crud y Dderwen,
Ffordd William Morgan
St Asaph Business Park
St Asaph
LL17 0JJ 

Phone: 01931 522 006


Fax: 01745 536412



Please be assured that confidentiality will be maintained at all times and you are welcome to contact us in English or Welsh.

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.

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