The London’s Air Ambulance Complaints Procedure

London’s Air Ambulance is committed to providing a high-quality, accessible and responsive service to everyone who engages with our work. One of the ways in which we can continually improve our service is by listening to, and responding to, our supporters and stakeholders.

We welcome comments and suggestions on ways to improve our service. These can be communicated to us by speaking to a member of staff, sending an email to info@londonsairambulance.co.uk or by writing to us at the address below:

London's Air Ambulance Charity Team,

5th Floor
77 Mansell Street
London,
E1 8AN

If you are unhappy with the level of service you received or with any of our fundraising activities and wish to make a complaint please do so by:

• Sending an email to the Development Director m.davies@londonsairambulance.co.uk

• Writing to the Development Director at the address above or

• Contacting the Development Director by telephone on +44 (0) 20 3023 3310

We will acknowledge and make an initial response to all complaints that we receive within five working days. We expect most complaints to be resolved within that time. However, if we need to conduct further investigations, we will aim to provide a full response within 30 days of receipt of the complaint. If we require more than 30 days due to exceptional circumstances (for example, a key member of staff is on sick leave) we will notify you.

If you are not satisfied with the response that you receive, we ask that you contact the London’s Air Ambulance CEO Graham Hodgkin in writing at the address above.

In the case of a complaint that we are unable to resolve to your satisfaction, we will discuss with you whether it would be helpful to invite a mutually agreed third party to act as an arbiter to resolve the matter.

If your complaint is about our fundraising activities and we are unable to resolve it to your satisfaction, you can raise it with the Fundraising Standards Board by:

  • Downloading a complaints form from its website (www.frsb.org.uk) or
  • Writing to the address below, or
  • Contacting them by telephone on +44 (0) 333 321 8803

London’s Air Ambulance is a member of the Fundraising Standards Board and agrees to abide by its decisions. The Fundraising Standards Board can only consider complaints received with three months of the original incident, so you are advised to make a complaint swiftly if you intend on doing so.

The Fundraising Standards Board will investigate your complaint within 30 days of its receipt. If you are still dissatisfied, you can ask its directors to look again at your complaint. Their decision will be made within 60 days and will be final.

Fundraising Standards Board

65 Brushfield Street
London
E1 6AA