About us The Charity Our promise Our promise Our supporters are vital to the continued success of Thames Valley Air Ambulance. Thanks to your generosity, TVAA has evolved into one of the UK’s leading air ambulance charities, delivering a unique life-saving service to patients, where and when they need it most. We couldn’t do the work we do without you, which is why we value your trust so highly. It’s also why, when you make the decision to support us, we make this promise to you: 1. We are committed to high standardsWe strive for the highest possible standards in our fundraising and always adhere to best practice in accordance with the Institute of Fundraising Code of Practice and the Fundraising Standards Board. We will only work with professional fundraising organisations that meet our high standards. We closely monitor all the fundraising partner organisations we work with. We fully comply with legal regulations including those that apply to data protection, health and safety, and the environment. 2. We are honest, open and clearWe endeavour to keep you up to date on the developments we make in our service and share with you the amazing stories about some of our patients and the difference your support has made to them. We will answer all reasonable questions about our fundraising activities and costs. Where we have a promotional agreement with a commercial company, we will make clear how much of the purchase price we receive. We aim to give you a clear explanation of how you can make a gift and/or amend a regular commitment. 3. We are respectfulIf you do not want to give or wish to stop giving, we will respect your decision. We will never put pressure on you to make a donation. We will make it easy for you to tell us how you want us to communicate with you, in a way that suits you. If you don’t want to hear from us, that’s okay – you just need to tell us. Your data is safe with us. We have never, and will never sell your details and we fully will comply with the provision of the Data Protection Act 1998 and the Telephone Preference Service. 4. We are accountableIf you are unhappy with anything we have done whilst fundraising, you can contact us to make a complaint. If things go wrong, we will be upfront and open about our mistakes; we will apologise and do what we can to amend them. If you would like to talk to us, our friendly Fundraising Support Team are on hand to answer any queries; and we very much value your feedback. You can contact them on 0300 999 0135 or email them at firstname.lastname@example.org.