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Complaints Procedure

What to do if you have a complaint.

You can make a complaint about the Devon Air Ambulance Trust by telephone, in writing, by fax or email to:-

Caroline Creer
Devon Air Ambulance Trust
5 Sandpiper Court
Harrington Lane
Exeter
EX4 8NS

Tel: 01392 466666
Fax: 01392 464329
Email: c.creer@daat.org


The Devon Air Ambulance Trust aims to:


• Treat all complaints seriously

• Resolve complaints promptly and deal with them effectively

• 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 Trusts’ response will be in writing within 14 days.
If you remain unhappy with the Devon Air Ambulances’ response you may contact the Fundraising Standards Board of which the Trust 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



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

Fundraising Standards Board
Hampton House
20
London
SE1 7TJ
t. 0845 402 5442
w. www.frsb.org.uk
All FRSB
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