Feedback

We welcome and value your feedback

Compliments

You may want to give positive comments on the service you have received. These are important to us as they let us know what we are doing right. To tell us about your positive experience, please complete our online feedback form below. Alternatively, you can telephone via 0800 8 40 20 40, email via [email protected] or write to us (contact details within Step One below).

Concern or complaint

However, you may have a concern or a complaint. We hope you never have a reason to complain but, if you do, we want to hear about it.  Midlands Air Ambulance Charity aims to consistently meet high standards but we acknowledge there may be occasions where we fall short of these standards and expectations. We value the opportunity to put things right (through dealing with the situation as quickly and effectively as possible in a fair and confidential way) and to put measures in place to prevent a recurrence.  We define a complaint as ‘an expression of dissatisfaction, however made, about actions taken or not taken by Midlands Air Ambulance Charity by someone who wishes to express that dissatisfaction, and we take complaints very seriously’. We aim to deal with charity activity-based complaints in line with our Supporter and Donor Care Promise and Complaints policy

Complaints & concerns procedure

If you wish to make a complaint about Midlands Air Ambulance Charity, please contact us as soon as possible so we can try to make things right. This includes all charity activities, including fundraising, events, donor care and governance.

Please provide us with the following information so that we can investigate your complaint and are able to contact you if needed:

• Your name and contact details
• What your complaint is about (including any names of people involved where known)
• When and where the issue arose
• If you have already complained, the date on which you did so

You can:

• Call us. We want to resolve complaints as fairly and quickly as possible, and we believe that a telephone call can be the best way to fully understand and resolve a problem (often enabling us to resolve the problem immediately). Please contact our team on 0800 8 40 20 40 between the hours of 8.30am and 4.30pm, Monday to Friday. If you call outside of these hours, please leave a voicemail message and we will respond the following day.
• Use our online feedback form.
• Email us on [email protected]
• Write a letter addressed to: Feedback, Midlands Air Ambulance Charity, Airbase Avenue, Neachley, Shifnal, TF11 8UR

Midlands Air Ambulance Charity will not use social media to engage on matters relating to specific complaints. If you wish to make a complaint or discuss a complaint already made, the advised communication routes are shared above.

We have two levels of complaint:

1. Informal – This is where the complainant accepts feedback being provided either verbally, or in writing, by an appropriate Midlands Air Ambulance Charity Manager
2. Formal – This is where the complainant requires a written resolution letter, issued in hard copy and/or electronic form and signed by the Chief Executive Officer, or a nominated Director.

We truly hope that we will be able to resolve your complaint in an honest, open and satisfactory way. However, if you are still unhappy after receiving our response, you can escalate your complaint as follows. Please outline the details of the complaint, why you have not been satisfied with our response up to now and what you would like us to do to put things right.

• If you are not satisfied with the initial response you receive, your on-going complaint will be sent to a Midlands Air Ambulance Charity Director.
• Following our second response, if you are still not satisfied, you can ask for your complaint to be referred to Midlands Air Ambulance’s Chief Executive Officer.
• If you are still not satisfied you can ask for your complaint to be reviewed by the Chair of the Board of Trustees.

The Fundraising Regulator

Midlands Air Ambulance Charity is registered with the Fundraising Regulator and is committed to the highest standards in fundraising practice. If your complaint is to do with fundraising and you feel that it has not been resolved after following Midlands Air Ambulance’s complaints procedure, you can ask the Fundraising Regulator to investigate your complaint.

The Fundraising Regulator receive complaints about:

• The way in which people have been asked or donations
• How fundraisers have behaved
  

Details on how to raise a fundraising complaint with the Fundraising Regulator are provided here: www.fundraisingregulator.org.uk/complaints/make-complaint

The Parliamentary and Health Service Ombudsman

If your complaint relates to our to our Clinical and Operational activities, such as the provision of clinical care, and you are not happy with how we have dealt with your complaint, and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman. The Ombudsman makes final decisions on complaints that have not been resolved by the NHS, government departments and some other public organisations. Whilst Midlands Air Ambulance Charity is neither of these, its clinical operational activities are provided on behalf of the NHS. Their service is free for everyone. To take a complaint to the Ombudsman, go to www.ombudsman.org.uk or call 0345 015 4033.

Your personal information

If you use our complaints procedure, you are agreeing that we can use any personal information you send us for purposes connected with your complaint. We may also give your personal information to other people and organisations if we have to do so by law or if you have given us permission. Please see our Privacy Policy for full information.