Complaints procedure What to do if you have a complaint We are always grateful to receive feedback from our stakeholders, whether they are a volunteer, fundraiser or member of the public. 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. You can make a complaint about the Devon Air Ambulance Trust by completing our Complaints Form. Alternatively, if the matter is urgent, you can contact our Income Generation Director, Caroline Creer on 01392 466666.If you would prefer to write a letter then our address is: Devon Air Ambulance5 Sandpiper CourtHarrington LaneExeterEX4 8NS 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 Regulator of which the Trust is a member. They will investigate your complaint and/or the way it has been handled: Fundraising RegulatorEagle House, 167 City Road, London. EC1V 1AW Tel: 0300 999 3407 [email protected] As a member of the Fundraising Regulator we aim to promote the Fundraising Promise wherever practical. The Fundraising Promise The Fundraising Regulator's Fundraising Promise outlines the commitment made to donors and the public by fundraising organisations which register with the Fundraising Regulator. The following four values support all standards in the code. Legal: All fundraising must meet the requirements of the law. Open: Fundraisers must be open with the public about their processes and must be willing to explain (where appropriate) if they are asked for more information. Honest: Fundraisers must act with integrity and must not mislead the public about the cause they are fundraising for or the way a donation will be used. Respectful: Fundraisers must demonstrate respect whenever they have contact with any member of the public Thank you for taking the time to contact us. Your feedback helps us to improve our service.