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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 team.

You could also send an email to, call the Fundraising Administrator on 020 7324 4156, or write to the St John Ambulance national headquarters (address provided below).

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 taken.

How long will it take to get a response?

We will do our best to write and thank you for all positive comments.

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 confidentiality policy.

What happens if St John Ambulance is unable to resolve your complaint?

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 Fundraising Regulator.

Contact details

St John Ambulance: Fundraising Regulator:

St John Ambulance
27 St John’s Lane

Telephone: 020 7324 4156

Fundraising Regulator
2nd Floor, CAN Mezzanine building,
49-51 East Road
N1 6AH

Telephone: 0300 999 3407