Patient Services: Complaints

Devon Air Ambulance Trading Company Limited (DAATCL) operates within a Just Culture. This recognises that mistakes and errors can occur and places value on organisational learning from experience.
A robust complaints policy and associated procedures are fundamental aspect of our culture and we endeavour to ensure:
  • Complaints are dealt with efficiently
  • Complaints are properly investigated
  • Complainants are treated with respect and courtesy
  • We provide assistance to enable complainants to understand the procedure or advice on where they may obtain such assistance
  • Complainants are given timely and appropriate responses that include the outcome of the investigation into their complaint
  • Action is taken in the light of any learnings that can be taken from the outcome
If you wish to make a complaint about our service or any of our team, the following options are available for you to use:
  • Complete the online ‘Complaints Form’ below
  • Email us at feedback@daat.org
  • Telephone us on 01392 466666 and choose ‘Patient Services’
  • Write to us at:
    The Complaints Officer
    Devon Air Ambulance Trading Company Limited
    5, Sandpiper Court
    Harrington Lane
    Exeter
    EX4 8NS
If you make a formal complaint, we will endeavour to send you an acknowledgement within 3 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 do have a concern that you would like to send to our Patient Services team then please use the form below.