Complaints Procedure

What to do if you have a complaint

If you wish to make a complaint about Hampshire and Isle of Wight Air Ambulance there are a number of ways you can do this:

by telephone;
02380 333377

in writing;
Sherie Williams Ellen
Charity Manager
Hampshire and Isle of Wight Air Ambulance
22 Oriana Way,
Nursling,
Southampton,
SO16 0YU

by email to;
sherie@hiowaa.org

by fax;
02380 333377

Hampshire and Isle of Wight Air Ambulance aims to:

  • Treat all complaints seriously
  • Resolve complaints promptly
  • Ensure that complainants are treated with respect
  • 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 will try to resolve your complaint 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 will explain why and give a new deadline.

What if you are not happy with our response?

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 Hampshire and Isle of Wight Air Ambulances’ response to your complaint, you may contact the Fund Raising 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 possible.

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

 

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