What to do if you have a complaint

We hope you never have cause to complain but if you do wish to make a complaint about the Lincs & Notts Air Ambulance Charitable Trust (LNAACT) there are a number of ways you can do this:

By telephone
01522 548469

In writing
Sally Crawford
LNAACT House
Bentley Drive
Bracebridge Heath
Lincoln
LN4 2QW

By email
s.crawford@ambucopter.org.uk

LNAACT aims to:

• Treat all complaints seriously
• Complaints are dealt with consistently throughout LNAACT in an appropriate and fair manner
• Resolve complaints promptly and deal with them effectively
• Complaints are acknowledged speedily and recorded
• Ensure that complaints are treated in confidence
• Learn from complaints and take action to improve our service

What happens next?

If you contact us by telephone, we shall try to resolve the issue there and then. Similarly, if you contact us by email or in writing we will always acknowledge your complaint within 7 days and do everything we can to resolve it within 14 days. If this is not possible we shall explain why and give a new deadline.

What if the complaint is not resolved?

If you are not happy with our response, you can get back in touch with us by writing to The Chief Executive at the above address. Your complaint will be reviewed, and the charity’s response will be in writing within 14 days.

If you remain unhappy with LNAACT’s response you may contact the Fundraising Standards Board of which the charity is a member. They will investigate your complaint and/or the way it has been handled:

Fundraising Standards Board
Hampton House
20 Albert Embankment
London
SE1 7TJ
Tel: 0845 402 5442
Fax: 0845 402 5443
www.frsb.org.uk

As a member of the FRSB we aim to promote the Fundraising Promise wherever practical.

The Fundraising Promise

The Fundraising Standards Board’s Fundraising Promise is a commitment made to the public by members of the Fundraising Standards Board scheme. It has been compiled in consultation with fundraisers and the public and is based on six key pledges that centre on honesty, accountability and transparency. The Fundraising Promise represents a commitment to the highest standards of good practice, and to ensuring that all fundraising activities are open, legal and fair.

• We are committed to high standards
• We are honest and open
• We are clear
• We are respectful
• We are fair and reasonable
• We are accountable