Contact

We aim to provide the highest quality service to all our stakeholders – please get in touch with our friendly team today and we’ll be happy to help.

 

Call us:

0800 587 4570

Find us:

North West Air Ambulance Charity
North Mersey Business Centre
Woodward Road
Knowsley L33 7UY

If you are a journalist and have an enquiry regarding the North West Air Ambulance Charity, please get in touch with our press team on 07715 644 005 or email press@nwairambulance.org.uk

 

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.

The following customer service standards have been created to help us measure our service delivery and ensure we are providing the highest standard of customer care to our supporters.

We promise to:

Telephone calls

  • Answer telephone calls within 5 seconds (during office hours)
  • Answer 85% of calls offered (during office hours)
  • 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.

Written communication

  • We will reply to letters requiring a response within 7 working days, if this is not possible, we will advise the supporter of an alternative response date
  • We will respond to emails within 3 working days

Complaints

  • 95% of complaints acknowledged within 2 working days
  • 98% of complaints recorded as stage 1 are acknowledged within 7 working days
  • 98% 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 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.

We will be clear, honest, and open

  • We will tell the truth and we will not exaggerate.
  • We will do what we say we are going to do with the donations we receive.
  • We will be clear about who we are and what we do.
  • We will give a clear explanation of how you can make a gift and change a regular donation.
  • 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.
  • We will ensure our complaints process is clear and easily accessible.
  • We will provide clear and evidence-based reasons for our decisions on complaints.

We will be respectful

  • We will respect your rights and privacy.
  • We will not put undue pressure on you to make a gift. If you do not want to give or wish to cease giving, we will respect your decision.
  • We will have a procedure for dealing with people in vulnerable circumstances and it will be available on request.
  • Where the law requires, we will get your consent before we contact you to fundraise.
  • If you tell us that you don’t want us to contact you in a particular way we will not do so. We will work with the telephone, mail and fundraising preference services to ensure that those who choose not to receive specific types of communication don’t have to.

We will be fair and reasonable

  • We will treat donors and the public fairly, showing sensitivity and adapting our approach depending on your needs.
  • We will take care not to use any images or words that intentionally cause distress or anxiety.
  • We will take care not to cause nuisance or disruption to the public.

We will be accountable and responsible

  • We will manage our resources responsibly and consider the impact of our fundraising on our donors, supporters and the wider public.
  • If you are unhappy with anything we’ve done whilst fundraising, you can contact us to make a complaint. We will listen to feedback and respond appropriately to compliments and criticism we receive.
  • We will have a complaints procedure, a copy of which will be available on our website or available on request.
  • Our complaints procedure will let you know how to contact the Fundraising Regulator in the event that you feel our response is unsatisfactory.
  • We will monitor and record the number of complaints we receive each year and share this data with the Fundraising Regulator on request.

Across all of 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 field is for validation purposes and should be left unchanged.

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.

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