FEEDBACK AND COMPLAINTS

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.

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. We really hope we can resolve your complaint in an open, honest and satisfactory way. However, if you are still unhappy you can get in touch with one of the following external regulators:

FOR COMPLAINTS ABOUT ANY OF OUR FUNDRAISING ACTIVITIES (EXCLUDING LOTTERY):

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 the FR can 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
Telephone: 0300 999 3407
Email: enquiries@fundraisingregulator.org.uk

FOR COMPLAINTS RELATED TO OUR LOTTERY:

The Independent Betting Adjudication Service (IBAS) is a gambling-specialist Alternative Dispute Resolution Service and adjudicates between gambling operators and their customers. If your dispute is related to the operation of our Lottery draws, and after following our complaints procedure, you feel that the dispute has not been resolved then you can raise it with IBAS using the details below:

Independent Betting and Adjudication Service, PO Box 62639, London, EC3P 3AS
Telephone: 020 7347 5883
Fax: 202 7347 5882
Email: adjudication@ibas-uk.co.uk

For complaints related to the healthcare we have provided:

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:

www.seap.org.uk
Telephone: 0330 440 9000
Email: info@seap.org.uk
Fax: 01424 204687
Text: send the keyword SEAP to 80800, followed by your message.

For complaints relating to how the Charity processes personal data:

The Information Commissioner, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

Telephone: 0303 123 1113 
Website: www.ico.org.uk