Contact

General media enquiries

If you are interested in working with North West Air Ambulance Charity from a press and media perspective our PR team is available Monday to Friday 9am-5pm. General enquiries could include filming, interview requests, photography or spokesperson requests.

Please contact our PR team via press@nwairambulance.org.uk

Incident updates

If you are a member of the press enquiring about a specific incident the North West Air Ambulance Charity has attended, please call 07715 644 005 and leave a message or email press@nwairambulance.org.uk. This number is monitored Monday to Friday, 9am-5pm.

Include as much information as possible regarding the incident, including a location and time, and any other relevant details.

PLEASE NOTE: we cannot provide information on patients, or information that could potentially identify a patient. This could include, but is not limited to:

• Details of incidents in private addresses
• Any patient details which are considered to be sensitive or confidential
• The death of a patient
• Details may be restricted if the incident is a crime
• Condition checks on patients that are no longer in our care

Out-of-hours enquiries

An out-of-hours press number is available for calls relating to serious major incidents and disruptions to our service. Please call 07715 644 005 and email additional information to  press@nwairambulance.org.uk.

We will not respond to general incident checks out of hours. Please contact the North West Ambulance Service in the first instance regarding major incidents.

Please be aware our team may not respond to messages immediately. If your enquiry is deemed not urgent, a response will be sent at the next available time within the office hours stated above.

For press enquiries relating to North West Ambulance Service (NWAS), visit: www.nwas.nhs.uk/press-media.

As a charity that prides itself on being professional, we handle all patient and supporter information with great care and have policies in place to ensure that it is protected. Click here to view our privacy statement.

Like most websites, our website uses cookies.  Cookies are small text files stored on your computer by your browser and are used for many things, such as remembering whether you’ve visited the site before. They contain information about the use of your computer but don’t include personal information about you. You can find out how cookies are used on this website here.

If you’ve got good quality furniture that you no longer need, donate it to us! You can book a free furniture collection here.

At the North West Air Ambulance Charity, we believe that our supporters are at the heart of everything we do. Whether you fundraise, donate items to one of our retail shops, volunteer for us or simply take an interest in our mission of bringing the hospital to the patient, we are committed to treating you with respect, openness, and care.

This Charter sets out the standards our Supporter Engagement Team promises to uphold in every interaction.

Respect and Fairness

• We will treat you with politeness, kindness, and professionalism at all times.
• We’ll treat every supporter equally—no matter your background, the size of your donation, or the reason you’re getting in touch.
• We are committed to equality, diversity, and inclusion in all our communications.
• We will take care not to use any images or words that intentionally cause distress or anxiety.

Clear and Honest Communication

• We will communicate with you in a clear, accurate, and honest way.
• We’ll make sure our messages are easy to understand and avoid unnecessary jargon.
• If we don’t know something, we’ll find out or direct you to someone who can help.

Responsive and Helpful

• Whether by phone, email, social media or in person, we’ll do our best to resolve your queries quickly and efficiently.
• We aim to answer all telephone enquiries within 10 seconds.
• We will aim to respond to all voicemail messages within 24 hours or the next working day if the message is left over a weekend or bank holiday.
• We aim to answer all email enquiries within 24 hours or the next working if the message is left over a weekend or bank holiday.
• We will reply to letters requiring a response within 2 working days, if this is not possible, we will advise the supporter of an alternative response date.
• Every donation you make will be processed securely, promptly, and with gratitude.

Listening and Learning

• Your opinions matter. We actively seek your views to help shape our work.
• We welcome your feedback – positive or negative – and use it to improve what we do.
• We regularly review our practices to ensure we meet the needs of our supporters.

Trust and Transparency

• We are open about how we use your donations and the impact they have.
• We follow ethical fundraising practices and never apply pressure to give.
• Where we ask a third party to fundraise on our behalf, we will make this relationship and the financial arrangement transparent.
• We will be able to explain our fundraising costs and show how they are in the best interests of our cause if challenged.
• Your personal and financial information is always treated confidentially.
• You can change your contact preferences—or opt out of communications—at any time.
• If you have concerns or complaints, we will take them seriously and resolve them fairly.

Complaints

• We will ensure our complaints process is clear and easily accessible as per the process on our website.
• We will provide clear and evidence-based reasons for our decisions on complaints
• 100% of complaints acknowledged within 2 working days
• 100% of complaints recorded as stage 1 are acknowledged within 7 working days
• 100% of complaints recorded as stage 2 are acknowledged within 15 working days

We will commit to high standards

• We will adhere to the Fundraising Code of Practice.
• We follow data protection laws (like GDPR) and won’t share your details without your permission.
• We will monitor fundraisers, volunteers, and third parties working with us to raise funds, to ensure that they comply with the Code of Fundraising Practice and with this Promise.
• We will comply with the law as it applies to charities and fundraising.
• We will display the Fundraising Regulator badge on our fundraising material to show we are committed to good practice.

Thank You

Thank you for contacting us. Whatever the reason for being in touch — you help us make a difference every day. We’re proud to be your first point of contact with the North West Air Ambulance Charity and we’re here to help.

Across all of the North West Air Ambulance Charity services and activities, we aim to provide the highest quality service to all our stakeholders.

When things do go wrong and you wish to raise a complaint, you can do so by contacting us at supporterservices@nwairambulance.org.uk. Our complaints procedure will provide the process our team will follow to ensure a swift, fair and honest resolution. View our complaints procedure here.

Across all of North West Air Ambulance Charity services and activities, we aim to provide the highest quality service to all our stakeholders. We would love to hear from you so we can understand what’s working well and how we can do better.

Complete our feedback form below.

This promise outlines the commitment made to donors and the public by fundraising organisations that register with the Fundraising Regulator. North West Air Ambulance Charity is registered with the Fundraising Regulator and we will ensure that our fundraising is legal, open, honest, and respectful. The standards for fundraising are set out in the Code of Fundraising Practice.

We currently have a company called Unity 4, acting on behalf of NWAA, to re-engage people who have committed to a monthly donation via direct debit.

Unity 4 are currently contacting people across the region to see if those people are in a position to continue giving to the charity.

If you receive a call from Unity 4, it may show up as one of the following numbers:

0151 453 6572 – Stewardship Calls for Lift off Lotto players and Regular Donors
0151 453 4748 & 0151 453 4901 – Regular Donor Fundraising Call
0151 453 7532 – Lottery Fundraising Call

If you’ve got any concerns, please contact our team at our head office.