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  1. Home
  2. Complaints

Complaints

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 [email protected].

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 www.charity-commission.gov.uk 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: [email protected].

 

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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Latest

  • 26 February 2021

  • Construction Company Supports Helicopter Charity

    Construction Company Supports Helicopter Charity

    Anglesey-based CMP Plant Hire Ltd (part of the Fox Group) is helping to promote awareness of Wales Air Ambulance’s 24/7 lifesaving work by wrapping one of their tipper trucks with the Charity’s branding.

  • Pembrey and Burry Port WI to Raise Funds for Lifesaving Helicopter Charity

    Pembrey and Burry Port WI to Raise Funds for Lifesaving Helicopter Charity

    A group of ladies from the Friends and Members of Pembrey and Burry Port WI will undertake a range of activities to raise funds for the Wales Air Ambulance Charity.

  • Volunteer Raises Over £13,000 for Air Ambulance Charity

    Volunteer Raises Over £13,000 for Air Ambulance Charity

    A coach driver from Pembrokeshire has raised over £13,000 for the Wales Air Ambulance after he was taken ill over a decade ago.

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    Wales Air Ambulance has teamed up with the UK’s fastest growing and fifth largest supermarket, Aldi, to help fill the shelves of the charity’s shops across Wales.

  • Wales Air Ambulance Charity Announces New Chief Executive

    Wales Air Ambulance Charity Announces New Chief Executive

    The Wales Air Ambulance Charity is delighted to announce the appointment of Dr Sue Barnes as its new Chief Executive.

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Info

Ty Elusen, Ffordd Angel, Llanelli Gate, Dafen, Llanelli. SA14 8LQ

Caernarfon Airport, Dinas Dinlle, Caernarfon. LL54 5TP

Registration Charity Number: 1083645. Copyright © 2019