Your feedback, complaints and comments
Our charity exists thanks to the support of the people of Scotland and we want to know when we get it right but also when we don’t so we can improve your experience with Scotland's Charity Air Ambulance.
Every piece of feedback, positive or negative, we receive at SCAA from our supporters and members of the public is gratefully received and handled with care and respect.
Here you can find out how to send us your comments, and how we will handle the response. These include:
- Sharing a positive experience you've had with SCAA
- What is a complaint?
- What to do if you have a complaint - Complaints Procedure
- Sharing a concern you have
- How to contact
Sharing a positive experience you've had with SCAA
If you have had a positive experience with the charity, we'd be delighted to hear about this. This is important feedback to us to help recognise members of staff, volunteers or the service provided - it also helps us know what we are doing right. To tell us about your positive experience, please complete our online form or contact us via telephone, email or post - our contact details are listed further down the page.
What is a complaint?
A complaint is an expression of dissatisfaction by a supporter or member of the public about a particular solicitation, transaction or action carried out by SCAA. Complaints can relate to use of supporter data or interactions by third-party fundraising providers. General enquiries or comments regarding SCAA are not defined as complaints.
What to do if you have a complaint
We are committed to delivering a high standard of service, however, if you are unhappy with any aspect of our work, we'd like to hear about it. We appreciate the opportunity the feedback gives us to learn and improve. We will treat you with courtesy and fairness in all your dealings with us.
You can make a complaint to SCAA by completing our online form, contacting us via telephone, email or post - our contact details are listed further down the page.
We will aim to deal with all complaints within 3 working days of receipt. If the complaint is complex or cannot be dealt with in this timescale, it will be acknowledged and the complainant advised of progress at regular intervals.
If you are not satisfied with our response to your complaint, please let us know and here's what we'll do:
- We will pass your complaint to a more senior member of staff who will try to help.
- If your complaint refers to fundraising and you remain unhappy with the SCAA's response you may contact the Scottish Fundraising Adjudication Panel. They will investigate your complaint and/or the way it has been handled.
- We take complaints about our data handling seriously and look to resolve complaints wherever possible. However, if we are unable to resolve your complaint to your satisfaction, you also have the right to refer any concerns you may have regarding our use of your information to the Information Commissioners Office (ICO) - more information can be found by visiting the ICO’s website at: www.ico.org.uk.
Sharing a concern you have
If you would like to share a concern you have with us about something unrelated to a complaint, please complete our online form or contact us via telephone, email or post - our contact details are listed further down the page. We will respond to your concern within 3 working days and share resolution progress updates with you where appropriate.
How to contact
Should you wish to contact us about feedback, complaints and comments you have about SCAA please in the first instance use our online form.
You can also contact us via telephone, post or email.
Telephone: 0300 123 1111 - Monday to Friday | 9am - 4:30PM
Post: Scotland's Charity Air Ambulance, The Control Tower, Perth Airport, Scone, PH2 6PL
Email: supportercare@scaa.org.uk
Privacy and security
For more information on your rights and how we handle personal data, please see our Website Privacy Notice available at Privacy Policy - SCAA.