We, at Thames Valley Air Ambulance (“TVAA”/”We”/”Us”/"Our"), are reliant on the support and generosity of the communities We serve to continue Our vital work.

As a valued stakeholder of TVAA We are committed to protecting your privacy and the personal information you give to Us.

This policy, together with Our Terms of Use for the Site and Our Cookies policy will provide you with the information you need to know about how We use and protect that personal information.

If you have any questions, please contact us at [email protected]

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TVAA is a registered charity in England and Wales 1084910.

Our registered address is: Stokenchurch House, Oxford Road, Stokenchurch, Bucks HP14 3SX.

This privacy policy relates to all information obtained by TVAA and for which TVAA are the data controller. TVAA are registered with the Information Commissioner’s Office, registration number Z1250695.

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TVAA’s mission is to push the boundaries of medical intervention, helicopter aviation and on-scene patient care to deliver a unique life-saving service to patients, where and when it is needed the most.

Stakeholders can affect or be affected by the organization's actions, objectives and policies. Some examples of stakeholders are: employees, volunteers, supporters, suppliers, other emergency services, media, patients, the public.

We take active steps to ensure Our stakeholders are aware of the ways in which they can help Us achieve Our overall purpose.

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We hold and process stakeholder personal data for a variety of reasons:

  • To fulfil contractual obligations with stakeholders e.g. online purchases
  • To claim gift aid donations
  • To keep records of donations made, actions taken by Our stakeholders and Our communication with them
  • To support volunteers at events and activities
  • To support community-based fundraising and campaigning
  • To report back and thank donors, ensuring they know the difference their support is making
  • To send Our stakeholders marketing information about Our events, fundraising activities and appeals where We have their consent or are otherwise allowed to
  • To ensure We do not send marketing or unwanted information to stakeholders or members of the public who have informed Us they do not wish to be contacted

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TVAA will only contact you for marketing purposes such as keeping you up to date with Charity activities, or letting you know of ways in which you can support Our work, where We have your consent, or We are otherwise allowed to do so.

TVAA will make it easy for you to tell Us if you would like to receive marketing communications from Us and hear more about Our work and the ways in which you would like to receive this information (email, post, SMS and phone). We will not send marketing material if you tell Us you do not wish to receive these communications and there are a variety of ways in which you can let Us know how you prefer to be contacted.

Where you have provided consent for marketing information We will, wherever possible, let you know how long this consent will last. If there are grounds for believing that a longer period is reasonable and have explained this to you, We will understand your consent to last for 24 months. After this period and for Us to continue to update you, We will require your refreshed consent. You can update or withdraw your consent at any time, for individual channels of communication or for all channels.

Consent lasting for more than 24 months

In relation to consent lasting for 24 months, We will apply the following exceptions (but only where We inform you of this at the time you have provided consent):

  • Where you have committed to giving Us a regular donation (weekly, monthly or annually) - Unless you withdraw your consent, We will treat consent as enduring until you cancel your donation at which point consent will expire 24 months after the last donation. This will enable Us to keep you up to date with the impact of your gifts and to ask whether an alternative means of support would be of interest
  • Where you have notified Us that you will be leaving a legacy to TVAA - This is a lifetime commitment and although We will provide you with regular opportunities to shape and control your communication from TVAA, We will treat your consent as ongoing

Where you continue to actively engage in a positive manner with the charity by making occasional gifts, fundraising or volunteering, consent will be assumed to lapse 2 years after the last positive interaction.

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“Soft opt in”

This allows organisations to send digital marketing communications by email and SMS to individuals who have previously purchased similar goods and services, provided they were given the opportunity to opt out at the time of purchase. In TVAA's case, this allows Us to send marketing emails and SMS to:

  • previous customers of Our online shop.
  • fundraisers who have purchased places at a fundraising event
  • supporters who have purchased raffle or lottery tickets

We apply a 24-month time limit, and only communicate on this basis where you have made a purchase within this period.

We will not use the "soft opt in" option if you have opted out of receiving email and/or SMS, whether direct to TVAA or via the Fundraising Preference Service.

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TVAA may collect your personal data in the following circumstances:

a) When you give it to Us DIRECTLY

You may give Us your personal data directly when you donate, sign up for one of Our events, purchase products from Our online shop or when you communicate with Us.

b) When you give it to Us INDIRECTLY

You may give Us your information indirectly when you sign up to events or contribute to TVAA via fundraising sites like Just Giving. These independent third parties will pass your data to TVAA where you have indicated that you wish to support Us and have given your consent, or it is a necessary part of completing a contract with you.
There will be times when your personal data is collected by an organisation working on Our behalf (for example a professional fundraising agency) but as they are acting on Our behalf they cannot use your data for their own purpose. We remain the data controller and responsible for the security and correct processing of that data.

c) When you access TVAA's Social Media

We might also obtain your personal data through your use of social media such as Facebook, WhatsApp, Twitter or LinkedIn, depending on your settings or the privacy policies of these social media and messaging services. To change your settings on these services, please refer to their privacy notices, which will tell you how to do this.

Updating your preferences with TVAA will not guarantee that you never see Our contents on social media, since the social media site may select you based on other criteria and without your data having been provided by TVAA.

d) When the information is publicly available

Personal data about individuals might also be obtained about those interested in giving major gifts to charities. In this scenario, TVAA may seek to find out more about these individuals, their interests and motivations for giving and this will take place using publicly available information. This information may include newspaper or other media coverage, open postings on social media sites such as LinkedIn, and data from Companies House.
Use of other publicly available sources such as the Mailing Preference Service (MPS) or Fundraising Preference Service (FPS) may assist Us in ensuring We do not send unsolicited mail or marketing material to those who have indicated they do not wish to receive these.
TVAA will retain publicly available data relating to major donors for information purposes only. TVAA will not conduct processing activities of that data without gaining consent, which will be sought at the earliest practical opportunity.

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We only collect personal data that is relevant to the type of engagement you will have with Us such as:

  • Making a donation
  • Completing an online purchase
  • Making a Gift Aid declaration
  • Signing up to an event or activity
  • Requesting Our newsletter
  • Providing a patient story
  • Information on beneficiaries / legators / executors relevant to a legacy gift
  • Participating in Our lottery or raffle
  • Staff and volunteers
  • Changes to your communication preferences

The information We request relevant to your engagement with Us could include:

  • Name
  • Contact details including telephone and email address
  • Bank account / credit card details
  • Images
  • Date of birth
  • Health details, relevant to an event or activity
  • Your motivation for supporting Us
  • Deceased charity legators
  • Records of communication (letters, phone calls, emails, financial history and any additional notes – which may contain special category data)

Special Category Data (Sensitive Personal Data)

We do not collect special category data about Our stakeholders however, as mentioned above, health data is collected in relation to some of Our events or activities and this is required to ensure that We provide appropriate facilities or support to enable you to participate. Notices will be provided on application forms for such events so that it is clear what information We require and why.

All special category data is stored on a secure database with restricted access. The special category data is deleted when no longer relevant and is never shared with third parties. Special category data held about you, Our stakeholder, is available on request.

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We may use your information in the following ways:

  • To confirm receipt of donations (unless you have asked Us not to do this) and to say thank you. We may also provide details of how your donation might be used
  • To promote the aims and objectives of the Charity
  • In relation to correspondence you have entered into with Us whether by letter, email, text, social media or any other means and to contact you about content you provide
  • For internal record keeping, recording your relationship with Us
  • To fulfil sales contracts you may have entered into with Us
  • To contact you for reasons related to administering any donations or legacies you have made including Gift Aid, if claimed
  • To implement instructions you may have given Us such as withdrawing consent to send marketing information or informing Us through the Fundraising Preference Service that you do not wish to receive any marketing information
  • To keep your data up to date – We use Royal Mail’s data on postal address changes to ensure We can maintain contact with you where you where We believe you are happy to be contacted by post. We also use services which notify Us of the recently deceased to avoid any distress that continued communication would cause
  • To use IP addresses to identify the location of users, to block disruptive use and to establish the number of visits from different countries
  • To administer Our recruitment and employment processes
  • To administer Our case study process
  • To invite you to participate in surveys or research about TVAA or Our work (participation is always voluntary)
  • To analyse and improve the activities and content offered by Our website and to provide you with the most user-friendly navigation experience. We may also use and disclose information in aggregate (so that no individuals are identified) for marketing and strategic development purposes

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The inspirational stories from Our former patients illustrate to Our local community the difference we bring. By sharing your story with Us, you will be helping to raise awareness of Our vital service.

We will only share this information if We have obtained the explicit and informed consent of the individual involved, or their parent or guardian if they are under the age of 18. This information may be made public by Us at events, in materials promoting Our campaigning and fundraising work, or in documents such as Our annual report.

The information provided to Us as part of your story will be retained for a period of three years, as explained in our consent documentation, and will be held securely at all times with restricted access in place.

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Profiling is a common technique used in direct marketing and involves analysing data to improve the targeting of communications. TVAA uses profiling techniques to help ensure Our communications are relevant. Profiling allows Us to target Our resources effectively, which donors consistently tell Us is a key priority for them. It enables Us to raise more funds, sooner, and more cost-effectively, than We otherwise would. The data may have been provided to TVAA by you when responding to Our marketing campaigns, or when using Our website, or social media sites such as Facebook.

When building a profile, We may analyse geographic, demographic and other information relating to you, as well as your previous responses to Our marketing campaigns. We do this to determine whether We believe a particular marketing campaign might be of interest. Some of the data is provided by external organisations and may be provided at an aggregate level (e.g. by postcode). This helps to maximise the effectiveness of Our campaigns and to minimise the wastage that would result from sending marketing information where it is not of interest. We never collect and analyse personal data not publicly available or voluntarily given.

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TVAA will only use your personal data for the purpose(s) for which it was obtained and will not, under any circumstances, share or sell your personal data with any third party for their own marketing purposes and you will not receive marketing from any other companies, charities or organisations as a result of giving your data to Us.


We may need to share your data with Our service providers who help to deliver Our projects, activities and goods. These service providers are “data processors” and will only act under Our instruction, are subject to pre-contract scrutiny and contractual obligations containing strict data protection clauses. We will not allow these organisations to use your data for their own purposes or disclose to other third parties without Our consent and will take all reasonable care to ensure they keep your data secure always.

Our suppliers include but are not limited to:

  • Lottery Fundraising Services (LFS)
  • Just Giving
  • Virgin Money
  • Everyday Hero
  • Charities Trust
  • Charitable Giving
  • Charity Aid Foundation
  • Memory Giving
  • Give As You Earn
  • CFP Lottery & Raffles Ltd
  • Intygra

Social Media Sites

We may also use your email address and phone number to match to your account on Facebook or other social media sites to show you TVAA content while using these services. We only do this where you have opted in to marketing emails or phone calls and We keep your data secure by encrypting it. No data We hold about you is retained by the third party.

In addition, We may also use your email address and phone number to link to Facebook or other social media sites to identify other users of these sites whom We believe would be interested in TVAA, and We may then show them TVAA content. No data We hold about you is retained by the third party.

There are two ways to prevent this use of your data, you can either update your preferences at TVAA by opting out of the relevant channel of communication or you can do this via the social media site:

Facebook: https://www.facebook.com/help/568137493302217
LinkedIn: https://www.linkedin.com/help/linkedin/answer/62931
Twitter: https://business.twitter.com/en/help/troubleshooting/how-twitter-ads-work.html

Updating your preferences with TVAA will not guarantee that you never see Our content on social media, since the social media site may select you based on other criteria and without your data having been provided by TVAA.

Where legally required

TVAA will comply with legal requests where disclosure is required or permitted by law (e.g. government bodies for tax purposes or law enforcement agencies for the prevention and detection of crime, subject to such bodies providing Us with a relevant request in writing).

Your data is only processed outside the European Economic Area (EEA) where We have verified that appropriate standards and safeguards are in place.

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We will hold your personal information on Our systems for as long as is necessary for the relevant activity, for example We will keep a record of donations subject to gift aid for at least seven years to comply with HMRC rules.

If you request that We stop sending you marketing materials, We will keep a record of your contact details and appropriate information to enable Us to comply with your request not to be contacted by Us.

Legacy income is vital to the running of the charity. We may keep data you provide to Us indefinitely, to carry out legacy administration and communicate effectively with the families of people leaving Us legacies. This also enables Us to identify and analyse the source of legacy income We receive.

Where you contribute material to Us, e.g. user generated content or in response to an event or activity, We will only keep your content for as long as is reasonably required for the purpose(s) for which it was collected unless otherwise stated at the point of generation.

TVAA also retain personal data in accordance with its retention policy and review this policy on a regular basis.

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The personal information collected from you may be transferred to, and stored at, a destination outside the European Economic Area ("EEA"). It may also be processed by individuals operating outside the EEA who work for Us or are working on Our behalf. This includes staff engaged in, among other things, the processing of your payment details and the provision of support services.

By submitting your personal data, you agree to this transfer, storing and processing at a location outside the European Economic Area.

At TVAA We have taken all steps reasonably necessary to make sure that your data is treated securely and in accordance with this privacy policy. We have done Our best to protect your personal data and ensure that it will be held in compliance with European data protection regulations.

Unfortunately, the transmission of information via the Internet is never 100% secure and We cannot guarantee the security of your data transmitted to Our website. This means any such transmission is at your own risk.

In cases when We use external websites provided by other organisations such as Twitter, YouTube or Facebook, then We would ask you to consult their privacy policies.

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Ensuring your personal data is accurate is important for Us and We would like to ensure We are able to communicate with you in ways you are happy with as well as being able to provide you with the information you are interested in.

Should you wish to change how We communicate with you or update your details please contact Us:

Website ww.tvairambulance.org.uk
Telephone 0300 999 0135
Post Thames Valley Air Ambulance, Stokenchurch House, Oxford Road, Stokenchurch, Bucks HP14 3SX

You can also opt out of email marketing communications separately:

Email: you can click on the unsubscribe link provided in all Our marketing communications

When can you expect to stop receiving marketing communications?

TVAA will make every effort to meet the following service levels when stakeholders ask
that We do not send them further marketing communications:

email 48 hours from receipt of request
Telephone 48 hours from receipt of request
Mail 28 days from receipt of request. The extended time limit on actioning mail requests is longer due to production times for some mail campaigns. In most cases We would expect the change to be effective quicker.


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If you wish to exercise any of your rights, as listed below please write to Us at [email protected]

  • Access to your personal information
  • Objection to processing of your personal information
  • Objection to automated decision-making and profiling
  • Restriction of processing of your personal information
  • Your personal data portability
  • Rectification of your personal information
  • Erasure of your personal information

If you make a request relating to any of the rights listed above, We will consider each request in accordance with all applicable data protection laws and regulations. No administration fee will be charged for considering and/or complying with such a request unless the request is deemed to be excessive in nature.

Upon successful verification of your identity you are entitled to obtain the following information about your own personal information:

  • The purposes of the collection, processing, use and storage of your personal data. The source(s) of the personal information, if it was not obtained from you.
  • The categories of personal data stored about you.
  • The recipients or categories of recipients to whom your personal data has been or may be transmitted, along with the location of those recipients.
  • The envisaged period of storage for your personal data or the rationale for determining the storage period.
  • The use of any automated decision-making and/or profiling.

You can make the above request by emailing [email protected] or by writing to:

The Data Protection Officer
Ground Floor
Stokenchurch House
Oxford Road
HP14 3SX

We want to make sure that your personal information is accurate and up to date. You may ask Us to correct or remove information you think is inaccurate.


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TVAA are committed to working with you to obtain a fair and rapid resolution to any complaints or disputes relating to privacy matters.

If you require more information or have any questions or concerns please contact Us by email at [email protected]; in writing to Thames Valley Air Ambulance, Ground Floor, Stokenchurch House, Oxford Road, Stokenchurch, Bucks HP14 3SX or calling 0300 999 0135

You also have the right to make a complaint directly to the Information Commissioner’s Office (ICO). They can be contacted at https://ico.org.uk/global/contact-us/

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We have the right to disclose your identity to any third party claiming to own any content that you posted.

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This Privacy Policy may be amended from time to time and We therefore ask that you check it each time you submit personal information to TVAA. The date of the most recent version will appear on Our page.

If material changes to the policy take place, then We will notify you by placing a prominent notice on Our website.