We 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 acknowledge any complaint within three 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 are very rare occasions when we choose not to respond to a complaint. These include those:

• arising from a Freedom of Information request
• from an employee in relation to their employment, past or present
• that we have previously investigated
• made during a police investigation of a criminal matter
• exceeding the time limit of 12 months for raising a complaint
• about something we have no direct connection to (we may choose to reply to clear our name, but we are not obliged to)
• that are abusive, offensive or harassing a staff member
• that are incoherent or illegible.

We hope to resolve all complaints in an honest, open and satisfactory way. However, if after contacting us you are still unhappy, 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 your 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 and is committed to the highest standards in fundraising practice.

If your complaint is to do with fundraising, and after following our procedure you feel it has not been resolved, you can report it to the Fundraising Regulator, which may investigate your complaint.

You can contact the Fundraising Regulator at:

The Fundraising Regulator,
2nd floor, CAN Mezzanine Building,
49-51 East Road,
London,
N1 6AH
Tel: 0300 999 3407
Email: enquiries@fundraisingregulator.org.uk

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

The Charity Commission
PO Box 1227
Liverpool
L69 3UG
Tel: 0845 3000 218
Email: www.charity-commission.gov.uk

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

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