St John Ambulance fundraising complaints procedure
How to pass on your comments
Your comments regarding our fundraising, whether positive or
critical, may be made to any person within the fundraising
You could also send an email to firstname.lastname@example.org, call
the Fundraising Administrator on 020 7324 4156, or
write to the St John Ambulance national headquarters (address
If you are making a complaint, we suggest you speak in the first
instance to the relevant fundraising member of staff, or
fundraising agency involved. Many issues or queries can be resolved
by discussion with the person or agency concerned.
What do we do when we receive your comment or complaint?
We are always pleased to hear about how our services have helped
you and the difference they have made to your life. When you
contact us with a positive comment, we may ask to use your story to
promote our services. Please contact us if you would like more
information about this.
When you contact us with a complaint, we will try to resolve the
matter immediately by discussion.
If a formal complaint is logged, St John Ambulance will complete
a complaint incident report form and give you a copy. This lets you
know who has investigated your complaint and what action has been
How long will it take to get a response?
We will do our best to write and thank you for all positive
St John Ambulance will acknowledge any complaints in writing
within seven working days. We will investigate your concern within
30 days of acknowledging your complaint, and advise you of the
outcome as soon as possible (unless good reason is given in writing
for a longer delay).
Are your comments treated in confidence?
Your personal information and comment or complaint will be
treated in the strictest confidence, and in line with our
What happens if St John Ambulance is unable to resolve your
If you feel St John Ambulance has been unable to resolve your
complaint, you can
pass your complaint on to the Fundraising Regulator.
The contact details are provided below.
Details of how the Fundraising Regulator will investigate your
complaint can be
found on their website.
St John Ambulance agrees to abide by decisions made by the
|St John Ambulance:
St John Ambulance
27 St John’s Lane
Telephone: 020 7324 4156
2nd Floor, CAN Mezzanine building,
49-51 East Road
Telephone: 0300 999 3407