Making a complaint
Scotland’s Charity Air Ambulance is committed to delivering a clinically responsive, safe and flexible Air Ambulance Service to the whole of Scotland and we work hard to give everyone the best possible service we can. If you are unhappy about any aspect of our work, we would like to hear about it. We value and welcome all types of feedback, good or bad.
Principles of SCAA’s Complaints Procedure
We seek to ensure that:
complaints are listened to and investigated thoroughly
complaints are dealt with consistently throughout SCAA
complaints are acknowledged speedily and recorded
complaints are dealt with in an appropriate, fair and timely manner
we learn from the complaint.
Our complaints procedure
You can make a complaint in writing or by telephone, letter, email or in person at SCAA’s base.
Complaints should be directed to:
The Chief Executive, Scotland’s Charity Air Ambulance, The Control Tower, Perth Airport, Scone, PH2 6PL.
Please contact SCAA as soon as possible detailing the nature of the complaint, time and place, member of staff’s name (if applicable) involved in the complaint and as much information as you can give us. Your complaint will be acknowledged as soon as possible but definitely within14 days of receipt, you will then be advised of the outcome of any investigation within 30 days, if the complaint is complex and not resolved within 30 days, you will be kept informed.
If you are dissatisfied with our response you can contact the Office of the Scottish Charity Regulator (01382 220446 or www.oscr.org.uk) for advice.
If your complaint is of a fundraising nature and you are not satisfied with the outcome of our investigation you can refer your complaint to FRSB within 2 months of our response.