Thames Valley Air Ambulance is committed to delivering a high standard of service to anyone who engages with our work. We are keen to hear from anyone who believes we have fallen short of the high standards we set ourselves so that we can deal with the situation as quickly as possible and put measures in place to prevent a reoccurrence.

We take complaints very seriously and treat them as an opportunity to improve and develop. We are always very grateful to hear from people who are willing to take the time to help us improve.

For any complaint you may:

  • Call us on 01494 923944
  • Email [email protected]
  • Write to us at Thames Valley Air Ambulance, Stokenchurch House, Oxford Road, Stokenchurch, HP14 3SX

Please include your name, address and contact telephone number in your email or letter so that we can get back in touch with you easily.

We will endeavor to respond fully and conclusively to all complaints within 20 working days. If we think it may take longer we will let you know. We will acknowledge any complaint within 3 days of receipt.

We will always treat you with courtesy and respect, listen to what you say, keep you informed about our progress, provide you with a prompt response and tell you who to go to if you want to escalate your complaint further.

There may be very rare occasions when we choose not to respond to a complaint at all. These include:

  • Those arising from a Freedom of Information request
  • From an employee in relation to their employment, past or present
  • A complaint that has been previously investigated by the Charity
  • During any Police investigation of a criminal matter
  • Exceeding the time limit of 12 months for raising a complaint
  • When a complaint is about something that Thames Valley Air Ambulance has no direct connection to. We may choose to reply to clear our name, but we are not obliged to
  • When a complainant is being abusive, offensive in their manner or harassing a staff member
  • When a complaint is incoherent or illegible

We hope that we are able to resolve your complaint in an honest, open and satisfactory way.

However, if after contacting us, you are still unhappy then you can write to our Chief Executive, Amanda McLean at Thames Valley Air Ambulance, Stokenchurch House, Oxford Road, Stokenchurch, HP14 3SX.

Please outline the details of the complaint, why you have not been satisfied with our response up to now and what you would like us to do to put things right.

Thames Valley Air Ambulance Service is registered with the Fundraising Regulator (FR) and is committed to the highest standards in fundraising practice. 
If your complaint is to do with fundraising, and after following our procedure, feel that it has not been resolved then you can report this to the FR who may investigate your complaint.

You can contact the Fundraising Regulator at the address below:

The Fundraising Regulator, 2nd floor, CAN Mezzanine Building, 49-51 East Road, London, N1 6AH
Tel: 0300 999 3407
Email: [email protected]

Alternatively if your complaint is related to another area of our work and you do not feel completely satisfied by our response then you can contact The Charity Commission at the address below:

The Charity Commission
PO Box 1227
L69 3UG
Tel: 0845 3000 218

Independent Complaints Advocacy Service

If your complaint is in relation to the healthcare you were provided, assistance with making a complaint, advice and support is available from the Independent Complaints Advocacy Service (ICAS). The ICAS is free, independent and confidential and aims to help you feel confident about raising your concerns.

The ICAS will not try to persuade you to do, or not do anything and will always respect your decision.

The ICAS in the South East of England is provided by Support, Empower, Advocate, Promote (SEAP) who can be contacted as follows:

Tel: 0330 440 9000
Email: [email protected]
Fax: 01424 204687
Text: Send the keyword SEAP to 80800, followed by your message