Making a complaint

The Welsh Air Ambulance Charitable Trust is committed to the protection of human life through the provision of air ambulances across Wales.

Our policy is to work to minimise the risk of complaints through the development of comprehensive policies and procedures. However, we value and welcome all types of feedback.

Principles of our complaints procedure

We seek to ensure that:

  • Complaints are dealt with consistently throughout the Charity.
  • Complaints are listened to and investigated thoroughly.
  • Complaints are acknowledged speedily and recorded.
  • Complaints are dealt with in an appropriate, fair and timely manner.
  • We learn from the complaint.

The complaints procedure

You can make a complaint by telephone, letter, email or in person.

If you know which department is relevant to your complaint, or the name or job title of an appropriate member of staff, you may make your complaint directly to them.

If you are unsure of who to contact, please write to:

The Chief Executive. Wales Air Ambulance Charity, Tŷ Elusen, Ffordd Angel, Llanelli Gate, Dafen. SA14 8LQ

Call us on 0300 0152 999. Email us at

We will acknowledge your complaint within 10 working days of receiving a complaint and send a formal response within three weeks.

If you are not satisfied with our response you can contact the Charity Commission on 0300 0669 197 or for advice.

If your complaint relates to our Lifesaving Lottery and cannot be resolved internally, it would then be referred to IBAS (Independent Betting and Adjudication Service) or the Gambling Commission.

We work in partnership with NHS Wales, including the Welsh Ambulance Service NHS Trust and Emergency Medical Retrieval and Transfer Service (EMRTS Cymru). For patient/clinical or any other operational complaints, please contact the Service Manager, EMRTS Cymru. Tel: 0300 300 0057 or email:

Your personal information

If you use our complaints procedure, you are agreeing that we can use any personal information you send us for purposes connected with your complaint. We will only give your personal information to other people and organisations if you have given us permission to do so.

For more information on how we handle your personal data, you can read our full Privacy Policy here.

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