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 0203 023 3300 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
London
N1 6AH
www.fundraisingregulator.org.uk
Tel: 0300 999 3407
Email: [email protected]
The Charity Commission
PO Box 1227 Liverpool
L69 3UG
Tel: 0845 3000 218
www.charity-commission.gov.uk
How to make a Data Protection Complaint
A data protection complaint is any expression of dissatisfaction regarding:
- How we process personal data
- Failure to respond to a data subject rights request
- Alleged misuse, loss or inaccuracy of personal data
- Concerns about transparency, retention or sharing.
If you wish to make a data protection complaint, please contact us in the following ways:
By phone: Please contact Supporter Care on 0203 023 3300 between the hours of 9am-5pm, Monday - Friday. If you call outside of these hours, please leave a voicemail message and we will respond the following working day.
By email: Email us at [email protected]
By post: FAO Supporter Care, 5th Floor, 77 Mansell Street, London E1 8AN
If you are contacting us by email or post, please provide your full name and contact details alongside your complaint so that we can investigate and follow up thoroughly.
How we deal with Data Protection Complaints
All data protection complaints will be passed onto the Fundraising Compliance team who will investigate the complaint. If needed, your complaint will be escalated to our Data Protection Officer.
Data protection complaints must be acknowledged within 30 days, but we will always aim to respond to you sooner than this.
We hope to resolve your data protection complaint in an honest, open and satisfactory manner. However, if you are still dissatisfied in the way your complaint has been handled, we would advise you to raise your complaint with the Information Commissioner's Office:
Information Commissioner's Office (ICO)
Wycliffe House,
Water Lane,
Wilmslow,
Cheshire SK9 5AF
Helpline: 0303 123 1113 (open Monday - Friday, 9am-5pm)
You can also visit their website here.
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.