To manage complaints effectively and to ensure consistency of response The County Air Ambulance Trust Supporter Relations Department will be the primary body responsible for responding to complaints.

At the heart of our Charity is the desire to save lives and reduce long-term disability to the most seriously ill and injured patients. Helicopter Emergency Medical Services (HEMS) is a service that anyone of us might need at any time.

We aim to provide you with the best possible service, but occasionally things can go wrong and we will encourage you to tell us about it so that we can put matters right.

Our approach to fundraising is underpinned by three principles:

  • Fairness – treating all members of the public fairly and respectfully. This means respecting the wishes and preferences of the supporter and being mindful of and sensitive to any particular need that a supporter may have.
  • Inclusivity – we are open to everyone and embrace diversity. We believe everyone has a contribution to make change happen, regardless of visible and invisible differences. The rights and dignity of our beneficiaries must be upheld at all times
  • Accountability – it is up to fundraisers to take responsibility and care to ensure that their fundraising is happening to a high standard. We re-invest a small part of every donation in fundraising to secure future income.

The County Air Ambulance Trust really values your feedback and takes your comments seriously. We will acknowledge your complaint within 4 working days and aim to resolve complaints within 10 working days of receipt. In exceptional circumstances this might extend to 20 working days.

If you remain dissatisfied your complaint will be referred to a more senior member of staff who will work with our complaints coordinator to resolve the issue.