London’s Air Ambulance Charity - Complaints Procedure

London’s Air Ambulance Charity is a charity that provides lifesaving support to the 10 million people that live and work within the M25. We seek to improve our service to our supporters and those who encounter our charity to ensure our policy adheres to good working practice.

We aim to treat all donors, supporters and members of the public with the highest level of care and respect. We take all forms of dissatisfaction seriously and these complaints will be logged and investigated thoroughly.

We aim to deal with all Complaints in line with our Supporter Care Promise.

London’s Air Ambulance Charity is regulated by the Fundraising Regulator (FR), the independent regulator of charity fundraising. The FR sets and promotes the standards for all fundraising activity, known as the “Code of Fundraising Practice”.

For more information on the FR, please visit the Fundraising Regulator website.

Please see below for how you can raise a complaint and how we will deal with your complaint.

How to make a Complaint

By phone: Please contact Supporter Care on 020 3023 3319 between the hours of 9am-5pm. If you call outside of these hours, please leave a voicemail message and we will respond the following day.

Email: [email protected].

Post: FAO Supporter Care 5th Floor, 77 Mansell Street, London E1 8AN

If you are contacting us by email or post, please ensure that you provide your full name and contact details alongside your complaint so that we can investigate and follow up thoroughly.

We define a complaint as a situation or instance where either an individual or organisation is dissatisfied with London’s Air Ambulance Charity and wishes to express that dissatisfaction.

Although we aim to meet high standards there maybe occasions when we fall short of these expectations.

How we deal with Complaints

Your complaint will be acknowledged no later than two working days after this is received. We aim to provide a full resolution to your complaint within this timeframe, however if this is not possible, we will aim to respond to your complaint fully within ten working days.

We aim to deal with all Complaints in line with our Supporter Care Promise.

We take all complaints very seriously and aim to resolve complaints quickly, fairly and effectively. We promise to deal with your complaint with sensitivity. If you request confidentiality, we will make every effort to protect your identity from disclosure.

In some circumstances, we may need to come back to you for further information so to enable us to investigate your complaint promptly, please explain your concerns as clearly and fully as possible by informing us of all relevant information.

London’s Air Ambulance Charity is constantly seeking to improve the service for donors and supporters. We value all feedback and take this as an opportunity to constantly strengthen our procedures and improve our service.

We hope to resolve your complaint in an honest, open and satisfactory manner. However, if you are still dissatisfied in the way your complaint has been handled, your complaint can be escalated to the Charity’s Senior Leadership Team who will review your concerns and the initial outcome before responding to you fully. We hope that you will be satisfied with our response.

If you are still dissatisfied in the way your complaint is handled, we would advise you to raise your complaint with the Fundraising Regulator or the Charity Commission. Please find details below:

Fundraising Regulator 
2nd Floor 
CAN Mezzanine Building 
49-51 East Road 
N1 6AH 
Tel: 0300 999 3407 
[email protected] 

The Charity Commission
PO Box 1227 Liverpool
L69 3UG
Tel: 0845 3000 218 

Privacy Policy

In order to manage our complaints process effectively, we maintain a log of all complaints raised, including information about you as the complainant. If you would like further information, or have any concerns about the information we may hold about you in this regard, please read our Privacy Policy.  

London, we need you. Time is running out to replace your life-saving helicopters.
Time is running out to replace your life-saving helicopters.