Complaints Handling Procedure

We hope that you will not have cause to complain about our services. If you do, please call or write to us in the first instance. To help us deal with your complaint effectively, we may have to pass on some of your customer information to other members of staff, or contractors who work on our behalf, so that your concerns can be fully resolved.

How to get your complaint dealt with.

In many cases, complaints can often be resolved by talking to a member of our team, so whatever the issue, call us on 02393 121314. For emergencies, an operator is on hand 24 hours a day to take your call and will be able to get the process moving.

If you would prefer you can email your complaint to, please be sure to include the word “Complaint” in the subject line.

Alternatively, you can put your complaint in writing to the following address:

Operations Manager,
Helistrat Management Services,
Lakeside 1000,
North Harbour,
Weston Road,

How your complaint will be handled.

If you have called in this may be on the initial phone call. If your complaint is received in writing or via email a member of our team will contact you. The purpose of this contact is to acknowledge the complaint and ensure we have sufficient information to be able to investigate and resolve the issue as quickly as possible.

If your complaint is received via the telephone, a fully trained member of our team will be able to discuss your complaint and ensure they capture enough information for us to be able to fully resolve your issue.

Our team will investigate your complaint with the information provided. This may involve discussing your issue with our third-party providers to be able to provide you with a response.

We aim to satisfactorily resolve your complaint by the end of the following business day. (Monday – Friday 0800-1800) A member of our team will contact you, normally by phone to provide you with a formal response to your complaint. If you would rather your complaint be responded to in writing or via email please advise a member of our team.

On rare occasions, or for particularly complex cases it may not be possible to us to conclude our investigation by the end of the next day. In these instances, a member of our team will keep you informed of the progress and status of your complaint until a satisfactory resolution can be reached.

At any point during the investigation, you can call us on 02393 121314 to check the status of your complaint and a member of our team will be happy to help.