NFRS 2023 49 - Complaints - amended
You asked for:
For each of the financial years 2017-18, 2018-19, 2019-20, 2020-21, 2021-22 and 2022-23 to date:
- How many complaints have your Fire and Rescue Service received?
- Please can this be broken down by who has made the complaint, includingby members of the public and by members of your staff.
- Please can this be broken down by who/what the complaint has been madeagainst, including against members of your staff.
- Please can this be broken down by the type of complaint, including sexualharassment/assault.
- Please can you outline the outcome of the complaint, including whether therewas an investigation, whether misconduct by your staff was found, andwhether a member of your staff was dismissed.
I would like this information in Word or Excel format. If some of the information is already published, please can you direct me to it.
Our Response:
Answer: - Total number of complaints recorded for the financial years 2017-18, 2018-19, 2019-20, 2020-21, 2021-22 and 2022-23.
| Year | Total number of complaints | Complaints made by members of the public | Complaints made internally |
|---|---|---|---|
| 2017-18 | 31 | 28 | 3 |
| 2018-19 | 34 | 31 | 3 |
| 2019-20 | 40 | 34 | 6 |
| 2020-21 | 26 | 22 | 4 |
| 2021-22 | 34 | 31 | 3 |
| 2022-23 | 33 | 29 | 4 |
Total number of complaints recorded broken down by type and origin for the financial years 2017-18, 2018-19, 2019-20, 2020-21, 2021-22 and 2022-23.
| External Complaints | 17/18 | 18/19 | 19/20 | 20/21 | 21/22 | 22/23 | Grand total |
|---|---|---|---|---|---|---|---|
| Behaviours: Professional/Respect | 1 | 5 | 6 | 10 | 7 | 29 | |
| Damage to property | 1 | 3 | 3 | 1 | 1 | 9 | |
| Driving/Vehichle | 1 | 9 | 5 | 5 | 5 | 25 | |
| No Information Held | 1 | 2 | 3 | ||||
| Non-Operational | 20 | 17 | 37 | ||||
| Not a complaint against NFRS | 1 | 1 | |||||
| Off-Duty Complaint | 1 | 2 | 2 | 3 | 8 | ||
| Operational | 7 | 10 | 17 | ||||
| Other | 5 | 1 | 3 | 3 | 12 | ||
| Prevention | 1 | 1 | |||||
| Response | 1 | 1 | |||||
| Work Process / Procedures | 10 | 3 | 10 | 9 | 32 | ||
| Grand Total | 27 | 32 | 34 | 22 | 31 | 29 | 175 |
| Internal Complaints | 17/18 | 18/19 | 19/20 | 20/21 | 21/22 | 22/23 | Grand total |
|---|---|---|---|---|---|---|---|
| Application of policy | 2 | 1 |
3 |
||||
| Comments made | 1 | 1 | |||||
| Harassment & Bullying | 1 | 1 | |||||
| Harassment & Bullying (Gender) | 1 | 1 | |||||
| Harassment & Bullying (Race) | 0 | ||||||
| Managerial Decisions | 2 | 3 | 1 | 1 | 1 | 8 | |
| Procedural work relations | 1 | 1 | |||||
| Social media posting (Race) | 0 | ||||||
| Unfair selection process | 1 | 1 | |||||
| Unfair treatment | 1 | 1 | |||||
| Work relations | 2 | 2 | |||||
| Grand Total | 3 | 3 | 6 | 3 | 1 | 3 | 19 |
Total number of complaints recorded broken down by outcome for the financial years 2017-18, 2018-19, 2019-20, 2020-21, 2021-22 and 2022-23.
Please note no dismissal are recorded for the time period requested.
Please note the s40 exemption has been applied due to an error in recording whereby a name was recorded in place of the outcome.
| External complaints outcomes | 17/18 | 18/19 | 19/20 | 20/21 | 21/22 | 22/23 | Grand total |
|---|---|---|---|---|---|---|---|
| N/A | 1 |
1 |
|||||
| No Informaiton Held | 1 | 2 | 1 | 4 | |||
| Ombudsman | 1 | 1 | |||||
| [REDACTED S40(2)] | 1 | 1 | |||||
| Satisfactory | 25 | 32 | 32 | 21 | 29 | 29 | 168 |
| Grand Total | 27 | 32 | 34 | 22 | 31 | 29 | 175 |
|
Internal complaints outcomes |
17/18 | 18/19 | 19/20 | 20/21 | 21/22 | 22/23 | Grand total | |
|---|---|---|---|---|---|---|---|---|
| Application of policy | Total | 2 | 1 |
3 |
||||
| Not upheld | 2 | 2 | ||||||
| Upheld | 1 | 1 | 1 | |||||
| Comments made | Total | 1 | 1 | |||||
| Not upheld | 1 | 1 | ||||||
| Harassment & Bullying | Total | 1 | 1 | |||||
| Disciplinary action | 1 | 1 | ||||||
| Harassment & Bullying (Gender) | Total | 1 | 1 | |||||
| Partially upheld | 1 | 1 | ||||||
| Harassment & Bullying (Race) | Total | 1 | 1 | |||||
| Partially upheld | 1 | 1 | ||||||
| Managerial Decision | Total | 2 | 3 | 1 | 1 | 1 | 8 | |
| Not upheld | 1 | 1 | 2 | |||||
| Partially upheld | 1 | 1 | 1 | 1 | 1 | 5 | ||
| Upheld | 1 | 1 | ||||||
| Prcedural work relations | Total | 1 | 1 | |||||
| Partialy upheld | 1 | 1 | ||||||
| Social media posting (Race) | Total | 1 | 1 | |||||
| No further action | 1 | 1 | ||||||
| Unfair selection process | Total | 1 | 1 | |||||
| Partially upheld | 1 | 1 | ||||||
| Unfair treatment | Total | 1 | 1 | |||||
| Not upheld | 1 | 1 | ||||||
| Work relations | Total | 2 | 1 | 3 | ||||
| Not upheld | 1 | 1 | ||||||
| Partially upheld | 2 | 2 | ||||||
| Grand Total | 3 | 3 | 6 | 3 | 3 | 4 | 22 | |
Section 40: - Personal Information
(2)Any information to which a request for information relates is also exempt informationif—
- it constitutes personal data which does not fall within subsection (1), and
- the first, second or third condition below is satisfied.
(3A) The first condition is that the disclosure of the information to a member of the public otherwise than under this Act—
- would contravene any of the data protection principles, or
- would do so if the exemptions in section 24(1) of the Data Protection Act 2018(manual unstructured data held by public authorities) were disregarded.
(3B) The second condition is that the disclosure of the information to a member of the public otherwise than under this Act would contravene Article 21 of the GDPR (general processing: right to object to processing).
(4A) The third condition is that—
- on a request under Article 15(1) of the GDPR (general processing: right of accessby the data subject) for access to personal data, the information would be withheldin reliance on provision made by or under section 15, 16 or 26 of, or Schedule 2,3 or 4 to, the Data Protection Act 2018, or
- (b) on a request under section 45(1)(b) of that Act (law enforcement processing:right of access by the data subject), the information would be withheld in relianceon subsection (4) of that section.
Section 40 of the Freedom of Information Act 2000 is categorised as an Absolute and Class Based type exemption and therefore does not require a public interest test to be carried nor must Nottinghamshire Fire and Rescue Service articulate the harm in disclosure.