Making a complaint

The Welsh Air Ambulance Charitable Trust is committed to the protection of human life through the provision of air ambulances across Wales.

Our policy is to work to minimise the risk of complaints through the development of comprehensive policies and procedures, however we value and welcome all types of feedback.

Principles of our complaints procedure
We seek to ensure that:

• complaints are dealt with consistently throughout the Charity
• complaints are listened to and investigated thoroughly
• complaints are acknowledged speedily and recorded
• complaints are dealt with in an appropriate, fair and timely manner
• we learn from the complaint

The complaints procedure

You can make a complaint by telephone, letter, fax, email or in person.

If you know which department is relevant to your complaint, or the name or job title of an appropriate member of staff, you may make your complaint directly to them.

We work in partnership with the Welsh Ambulance Service NHS Trust. For patient/clinical complaints please use the Welsh Ambulance NHS Trust procedure, details are available at:  www.ambulance.wales.nhs.uk.

If you are unsure of who to contact, please write to:
The Chief Executive
Ty Elusen
Tawe Business Village
Phoenix Way
Swansea
SA7 9LA.

Call us on 0844 85 84 999.
Email us at enquiries@walesairambulance.com
Fax us on 01792 522999

We will acknowledge your complaint within 10 working days of receiving a complaint and send a formal response within three weeks.

If you are not satisfied with our response you can contact the Charity Commission on 0870 333 0123 or www.charity-commission.gov.uk for advice.

Your personal inf​ormation

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 will only give your personal information to other people and organisations if you have given us permission to do so.

The Fundraising Standards Board & Wales Air Ambulance

We are a member of the Fundraising Standards Board (FRSB). The FRSB is the body for self-regulation of fundraising in the UK. The FRSB scheme is open to all fundraising organisations. As a member of the FRSB, Wales Air ambulance agrees to adhere to the highest standards of good practice with our fundraising and a Fundraising Promise.

You can read the Fundraising Promise on the FRSB website or download the Promise [PDF, 202kb]. You are entitled to take your complaint directly to the FRSB. Their contact details are: Fundraising Standards Board, Hampton House, 20 Albert Embankment, London SE1 7JT. Telephone: 0845 402 5442. Email: complaint@frsb.org.