Complaints

Step 1: Report your concerns to your Clinical Team Manager, who will initially investigate the issue and provide advice as necessary.

Step 2: The matter may be escalated to the Station Manager, who will collaborate with the Clinical Team Manager to resolve the issue.

Step 3: Complaints may be referred to the Professional Standards Team, who will work with all parties involved to achieve the best possible outcome.

Notes:

• If your complaint concerns your Clinical Team Manager or Station Manager, it will be handled by your Group Manager.
  
  

• Should you need to raise a complaint regarding members of the command team, please submit a Professional Standards ticket in the Discord Command Support section.

The London Ambulance Service is committed to providing the highest standard of care and values feedback from all partner agencies and members of the public. If you have any concerns or wish to make a complaint, please follow the procedure outlined below to ensure your issue is addressed promptly and appropriately:

1. Initial Contact: Please direct your concerns to the London Ambulance Service Professional Standards team via the official contact channels provided in our Discord channel  (command support)
   
   

2. Investigation: Upon receipt, your complaint will be acknowledged, and an investigation will be initiated by the relevant department.
   
   

3. Resolution: The London Ambulance Service will work diligently to resolve the issue, providing updates throughout the process and communicating the outcome to you.
   
   

Notes:

• If your complaint is about a driving issue or clinical care, please specify this to make sure it is directed to the appropriate clinical review team.
  
  

• For urgent matters requiring immediate attention, please contact our dedicated Gold Command team in the command support section on Discord.
  
  

We encourage open communication and assure you that all complaints will be handled with the utmost seriousness and confidentiality.