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 Fundraising and Communications 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 Regulator2nd floorCAN Mezzanine Building49-51 East RoadLondonN1 6AH 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 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 Thank you for taking the time to contact us. Your feedback helps us to improve our service.