We are committed to ensuring that our patients and the people we serve receive the very best care at all times.
However, mistakes and misunderstandings do occur, and it is only through hearing about these matters that we can help to resolve the concerns of our patients and ensure we learn from any mistakes that may have been made.
We hope that any concerns or queries you may have can be resolved informally. However, if you are unhappy with the treatment or service you have received, or you are unhappy with the answers you have received informally, you may wish to make a formal complaint. We may even suggest that this is the best course of action to resolve your particular concern.
If you make a formal complaint, we will aim to send you an acknowledgement within three working days of receipt and a full written response outlining the findings of our investigations within 25 working days. Should these timescales not be possible, we will keep you informed about the reasons why and when you can expect to receive the response.
If you have any concerns or queries about our service that you would like to raise either informally or formally with us, then please contact us by post at:
Raising a Concern
Air Ambulance Charity Kent Surrey Sussex
Rochester City Airport
Chatham, Kent ME5 9SD
You can also email firstname.lastname@example.org or call us on 01634 471 900.
Independent Complaints Advocacy Service
If you require any assistance with making a complaint, advice and support is available from the Independent Complaints Advocacy Service (ICAS). ICAS is free, independent and confidential, and aims to help you feel confident about raising your concerns.
- Give you an opportunity to speak confidentially to someone who is independent
- Explore the options available to you at every stage of the complaints procedure
- Help you with writing effective letters to the right people
- Prepare for and attend meetings with you
- Contact and speak to third parties if you wish them to
- Help you think about whether you are happy with the responses you receive from us
ICAS will not try to persuade you to do, or not do, anything and will always respect your decision.
In the South East of England, the ICAS service is provided by South of England Advocacy Projects (SEAP), who can be contacted as follows:
ICAS Tunbridge Wells
Ground Floor, 7 Vale Avenue
Telephone: 01892 540 490