FREQUENTLY ASKED QUESTIONS

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 concerns and 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 concern or complaint you may:

• Call us on 01494 923 944 / 0300 9990 135.
• Email tvaa.feedback@nhs.net / info@tvairambulance.org.uk
• 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 in touch with you easily.

We will endeavour 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.

Our lottery raises over £4m a year for our charity.

Based on the number of chances in our weekly draw you have approximately a 1:6000 chance of winning the £1,000 jackpot. The chance of winning the annual Superdraw is an estimated 1:2100.

Absolutely, there is no time limit for our Aftercare service. We’re here for the long haul. If memories of trauma are still in your life, if you’re trying to cope with the effects of loss or the repercussions of an injury or illness, then we are here for you.