Complaints Procedure – Great Western Air Ambulance Charity

Complaints Procedure

We are completely reliant on the generosity of our local community so our supporters deserve the highest standards from us in everything we do. Supporter care underpins our key values:

  • We put people first
  • We behave in an ethical manner
  • We are inclusive and welcoming
  • We are grateful for the support we receive

We welcome all comments and feedback about the way we work. We hope you never have a reason to complain, but if you do have a complaint or problem, we will aim to resolve it as quickly and efficiently as possible, in a personal, fair and confidential way.

How to complain:

Step 1- Tell us why you aren’t happy

If you have a complaint or a concern about our fundraising please contact us as soon as possible, so we can try to make things right. You can:

Phone: 0303 4444 999

Email: info@gwaac.com

Post: GWAAC, 3rd Floor, County Gates, Ashton Road, Bristol, BS3 2JH

Our aim is to ensure every complaint is acknowledged within 5 working days of receipt.

You need to raise your complaint to us 12 weeks of the fundraising incident or communication of which the complaint is made.

Step 2 – We will respond to your complaint

Your complaint will be fully investigated by an appropriate member of our team.

The outcome of our investigation will be provided within 5 working days, starting from the date we received the complaint. If it is not possible to give a full response within this timescale, we will contact you to provide an explanation and indication of when a full response can be expected.

Step 3 – If you are not happy with our response

If you are still not satisfied with our response, please let us know and this will be looked into by a senior manager.

An acknowledgement will be sent in writing (within 2 working days of receiving your response) and an expected time scale for the review to be carried out will be given.

The senior manager responsible for the review will write to you clearly setting out the outcome of their review and the rationale for their decision.

The review will be completed within 10 working days of receiving your response.

Step 4 – Taking your complaint outside of GWAAC

If you remain dissatisfied with the response you have received you are entitled to take your complaint to the Fundraising Regulator, the body which enforces the Fundraising Code of Practice across the UK. The code applies to all fundraising carried out by charities and other fundraising organisations. A complaint cannot be raised until 4 weeks have passed since you reported your complaint  to us. Concerns should be raised within 8 weeks otherwise it cannot be considered by the Regulator.

As a sign of our commitment to the highest standards in fundraising we are registered with the Fundraising Regulator and we are therefore committed to abide by any decision they reach on complaints which are escalated to them.

The time taken to investigate will depend on the complexity of the case, however, they aim to complete investigations within 13 weeks of receipt.