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We welcome and value your feedback

If you have a compliment, concern, complaint or comment about Midlands Air Ambulance Charity (MAAC), then we would like to hear from you.  In line with our values and commitment to continuous improvement, we welcome and value all feedback (positive and negative) as it provides us with the opportunity to review and improve what we do.

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 info@midlandsairambulance.com 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.  MAAC 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

Compliments procedure

Thank you for wanting to provide positive feedback on Midlands Air Ambulance Charity. We will ensure your compliment is passed to the appropriate staff member or team, as we really appreciate it.

To help us identify the best person or people to send your feedback to please use one of the following methods:

  • Call us. You can speak to a member of our friendly team. Please contact us on 0800 840 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 contact / feedback form below.
  • Email us on info@midlandsairambulance.com
  • Write a letter addressed to:

Feedback

Midlands Air Ambulance Charity
Airbase Avenue
Neachley
Shifnal
TF11 8UR.

Thank you for taking the time to contact us.

Your personal information

If you use our compliments procedure, you are agreeing that we can use any personal information you send us for purposes connected with your compliment. Please see our Privacy Policy for full information.

Complaints & concerns procedure

Step 1 - Tell us why you are not happy

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 the 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 840 20 40 between the hours of 8.30aam 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 contact / feedback form below.
  •  Email us on info@midlandsairambulance.com
  • Write a letter addressed to:

Feedback
Midlands Air Ambulance Charity, Airbase Avenue, Neachley Lane, Shifnal, TF11 8UR

MAAC 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 MAAC 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.

 

Step 2 - We will respond to your complaint

Your complaint will be fully investigated by an appropriate member of our team (somebody who is independent of the issues raised).  In some circumstances, we may need to come back to you for further information to enable us to investigate your complaint promptly and properly.

Our commitment to you:

  • We will acknowledge every complaint within five working days of receipt.
  • Where your complaint is informal we will aim to respond to you within 14 working days. Where your complaint is formal we aim to respond to you within 25 working days. Where we are unable to meet these timescales, we will contact you with an explanation why.
  • We will always treat you with courtesy and respect, listen to what you say, keep you informed about our progress, provide you with a prompt response and tell you who to go to if you want to escalate your complaint further.
  • No complainant will be discriminated, harassed or suffer any disadvantage
  • Where required we will do everything reasonably practicable to support you to make a complaint

 

Step 3 - If you are not happy with our response

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 MAAC Director.
    • Following our second response, if you are still not satisfied, you can ask for your complaint to be referred to MAAC’s Chief Executive Officer.
    • If you are still not satisfied we you can ask for your complaint to be reviewed by the Chair of the Board of Trustees.

 

Step 4 – Taking your complaint outside of Midlands Air Ambulance Charity

If you are still dissatisfied in the way your complaint has been handled, you can raise your complaint with the appropriate organisation below.

Complaints about fundraising activities Complaints about advertising Complaints regarding Clinical Matters

Complaints about fundraising activities

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 MAAC’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

Complaints about advertising

The Advertising Standards Authority

The Advertising Standards Authority will receive complains about:
 An advertising campaign that is considered to be offensive, deceptive or inaccurate
 The amount of emails or mail received by a charity
If you feel are satisfied with your response following a complaint relating to advertising by MAAC you may contact the Advertising Standards Authority here:
www.asa.org.uk/make-a-complaint.html

 

Complaints regarding Clinical Matters

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 MAAC is a 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.

Exceptions to our complaints process

There may be very rare occasions when we may choose not to respond to a complaint. These include:

  • When someone unreasonably pursues a complaint that we have already responded to. We may choose not to reply again and we will always inform the complainant of our decision to do this.
  • When a complainant is being abusive, prejudiced or offensive in their manner.
  • When a complainant is harassing a staff member.
  • When a complaint is made anonymously, Midlands Air Ambulance Charity obviously cannot respond. However, we will investigate the complaint as far as possible and use the information to improve in any way that we can.
  • When a complaint is made later than 12 months after the event occurred. In some circumstances we will consider a complaint outside that time period - if you can give a good reason for not bringing it to our attention earlier and if in our view it is still possible to investigate the complaint effectively and fairly.

 

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.

Patient Liaison Service

Have you been treated by Midlands Air Ambulance Charity?

Our patient liaison service is here to support you and your loved ones through your ongoing recovery. Critical Care Paramedics Kerry Hemus and Rob Davies are our charity’s Patient Liaison Leads and are available to offer you support, information about your incident and signpost to additional services.

Please get in touch with the team here.
Patient Liaison Service
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