EMCAS Emblem
East Midlands Community Ambulance Service

Complaints and compliments

Complaints and Compliments

Here at EMCAS we are always delighted to hear about the work of our team and how well you think they have done. 

Equally, we understand that things can sometimes go wrong. It is important to us that we learn from when things go wrong, so we can continuously improve the service we deliver. 

We can receive complaints by letter or email, or alternatively if required by virtue of reasonable adjustments.  We treat all complaints seriously.

You can expect to be treated with courtesy, respect, and fairness at all times. We expect that you will also treat our staff dealing with your complaint with the same courtesy, respect, and fairness.

We will treat your complaint in confidence within the company.

We will deal with your service complaint promptly. We will acknowledge receipt of a written complaint within five working days where we have a return address, and you can expect to have a full reply within 20 working days. In a few cases we will not be able to send a full reply within 20 working days of receipt, for example if your complaint is very complex. If this happens, we will tell you the reason why and let you know when we will be able to reply in full, keeping you fully informed of progress.

We will not treat you less favourably than anyone else because of your: 

  • sex or legal marital or same-sex partnership status: this includes family status, responsibility for dependants, and gender (including gender reassignment, whether proposed, commenced or completed)
  • sexual orientation
  • colour or race: this includes ethnic or national origin or nationality.
  • disability
  • religious or political beliefs, or trade union affiliation
  • Any other unjustifiable factors, for example language difficulties, age, pregnancy and maternity.


Third Party Reporting

Complainants may wish to have a third-party act on their behalf. A third party is any person or organisation acting on behalf of or making enquiries for the complainant.  For example, third parties may include: 

  • advice organisations
  • professionals such as social workers, community psychiatric nurses or doctors, solicitors
  • family members or friends

Where a third party is helping a complainant with a particular complaint, we need written consent to that effect.  Where we have this authority, we will endeavour to take all possible steps to keep the third party informed of progress on the complaint.

We do not need written consent if an MP or elected Councillor is helping a constituent with a complaint, and we can disclose information to them in response to their enquiries.

Also, some lawyers and attorneys are legally empowered in certain circumstances to act on behalf of a complainant, and consent to disclose information is not required.



All complaints received will be dealt with confidentially and in accordance with the requirements of the General Data Protection Regulation 2018, subject to the need to disclose information as required by statutory authorities, and/or as a result of statutory, legal or parliamentary obligations placed on the company.


How to Complain

If you wish to make a complaint, you can do so by:

  • Email
  • Letter


If you are disabled, and need a reasonable adjustment to ensure you can register your complaint, you can contact us alternatively by:

  • telephone (one of our officers will help you by writing out your complaint)
  • asking a member of staff to help you in writing out your complaint.


Contact Details:

East Midlands Community Ambulance Service
East Midlands Care Agency Service Ltd
Ambulance Services
Woodlands Office Suite
Grimsby Road
LN11 0SX

Telephone: 01507 499076


The Care Quality Commission CQC regulate the care activities we provide, complaints can also be directed to them:

Online: www.cqc.org.uk/tellus
Email: enquiries@cqc.org.uk
Phone: 03000 616161