Contact Details for Complaints:

Written complaints may be sent to:

Lucy Air Ambulance for Children

CAN Mezzanine

7-14 Great Dover Street

London

SE1 4YR

Or by email to: info@lucyaac.org.uk

Verbal complaints may be made by phone to 020 3096 7870 or in person to any of Lucy Air Ambulance for Children’s staff, volunteers or trustees at the above address or at any of our events or activities.

Receiving Complaints

Complaints received by telephone or in person will be recorded in the following way.

The person who receives a phone or in person complaint will:

  • Write down the facts of the complaint
  • Take your name, address and telephone number
  • Note down your relationship to Lucy Air Ambulance for Children (for example: donor, event participant)
  • Tell you what will happen next and how long it will take
  • Where appropriate, ask you to send a written account by post or by email so that the complaint is recorded in your own words.

Resolving Complaints

Stage One

In many cases, a complaint is best resolved by the person responsible for the issue being complained about.  If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.

Whether or not the complaint has been resolved, the complaint information will be passed to the Chief Executive within two days.

On receiving the complaint, the Chief Executive records it in the complaints log.  If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action. 

If the complaint relates to a specific person, they will be informed and given a fair opportunity to respond.

Complaints will be acknowledged by the person handling the complaint within one week.  The acknowledgement will say who is dealing with the complaint and when you can expect a reply.  A copy of this complaints procedure will be attached.

Ideally you should receive a definitive reply within four weeks.  If this is not possible because for example, an investigation has not been fully completed, a progress report will be sent with an indication of when a full reply will be given.

 

Stage Two

If you feel that the problem has not been satisfactorily resolved at Stage One, you can request that the complaint is reviewed at Board level.  At this stage, the complaint will be passed to the chair of The Board of Trustees.

The request for Board level review will be acknowledged within a week of receiving it.  The acknowledgement will say who will deal with the case and when you can expect a reply.

The person who receives Stage Two complaints may investigate the facts of the case themselves or delegate a suitably senior person to do so.  This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage One.

If the complaint relates to a specific person, they will be informed and given a further opportunity to respond.

The person who dealt with the original complaint at Stage One will be kept informed of what is happening.

Ideally you should receive a definitive reply within four weeks.  If this is not possible because for example, an investigation has not been fully completed, a progress report will be sent with an indication of when a full reply will be given.

Whether the complaint is upheld or not, the reply will describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

The decision taken at this stage is final, unless the Board decides it is appropriate to seek external assistance with resolution.

You can complain to the Charity Commission at any stage.

Information about the kind of complaints the Commission can involve itself in can be found on their website at: www.charitycommission.gov.uk/publications/cc47.aspx

Alternatively you can raise your complaint with the Fundraising Regulator at: https://www.fundraisingregulator.org.uk/make-a-complaint/complaints-procedure/

Variation of the Complaints Procedure

The Board may vary the procedure for good reason.  This may be necessary to avoid a conflict of interest, for example, a complaint about the Chair should not also have the Chair as the person leading a Stage Two review.

 

Monitoring and Learning from Complaints

Complaints are reviewed annually to identify any trends which may indicate a need to take further action.

We will monitor and record the number of complaints we receive each year and share this data with the Fundraising Regulator on request.