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 North West Air Ambulance Charity, we believe our supporters are at the heart of everything we do. Whether you fundraise, donate items to one of our retail shops, volunteer with 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. In return, we ask to be treated with those same standards.

1. Purpose of this Policy

This policy sets out our commitment to creating a safe, respectful, and positive environment for our staff, volunteers, and supporters.

It explains:

• what you can expect from us;
• how we expect our staff and volunteers to be treated; and
• the action we may take if behaviour becomes unacceptable, to protect our people and resources.

2. What You Can Expect from Us

We are committed to providing a high standard of service in all our interactions.

Respect and Fairness

We will:

• treat you with politeness, kindness, and professionalism at all times;
• treat every supporter fairly and equally, regardless of background, circumstances, or the size of any donation;
• champion equality, diversity, and inclusion in all our communications; and
• take care not to use language or images that may intentionally cause distress or anxiety.

Clear and Honest Communication

We will:

• communicate clearly, accurately, and honestly;
• make our messages easy to understand and avoid unnecessary jargon; and
• if we do not know the answer, find out or direct you to someone who can help.

Responsive and Helpful Service

We will do our best to resolve your queries quickly and efficiently, whether by phone, email, social media (if appropriate), or in person.

Our response times are:

• Voicemail messages: within 24 hours or the next working day if left over a weekend or bank holiday;
• Email enquiries: within 24 hours or the next working day if received over a weekend or bank holiday;
• Letters requiring a response: within 2 working days. If this is not possible, we will provide an alternative response date.

We will also ensure that every donation is processed securely, promptly, and with gratitude.

Listening and Learning

We will:

• value your opinions and feedback;
• welcome both positive and negative feedback to help improve our services; and
• regularly review our practices to ensure we meet the needs of our supporters.

Trust and Transparency

We will:

• be open about how your donations are used and the impact they have;
• follow ethical fundraising practices and never apply pressure to give;
• be transparent about any third-party fundraising relationships and financial arrangements;
• explain our fundraising costs and how they support our cause;
• keep your personal and financial information secure and confidential; and
• allow you to change your contact preferences or opt out of communications at any time.

If you raise concerns or complaints, we will take them seriously and handle them fairly.

Complaints Handling

We will ensure our complaints process is clear and easy to access via our website.

We aim to:

• acknowledge 100% of complaints within 2 working days;
• acknowledge Stage 1 complaints (an initial complaint) within 7 working days; and
• acknowledge Stage 2 complaints (if not satisfied with response at stage 1) within 15 working days.

We will provide clear, fair, and evidence-based reasons for our decisions.

Commitment to High Standards

We are committed to best practice and will:

• adhere to the Fundraising Code of Practice;
• comply with all relevant charity and fundraising laws and regulations;
• comply with data protection legislation, including GDPR;
• monitor fundraisers, volunteers, and third parties working on our behalf to ensure compliance; and
• display the Fundraising Regulator badge on our materials as a sign of our commitment to good practice.

3. What We Expect from You

To help us provide the best possible service, we ask that all supporters:

• communicate respectfully and politely;
• avoid shouting, swearing, or using abusive language;
• avoid discriminatory, threatening, or intimidating behaviour;
• allow us reasonable time to respond; and
• treat our staff, volunteers, and supporters with courtesy.

4. Reasonable Adjustments and Vulnerability

We understand that some behaviour may be influenced by personal circumstances such as:

• disability;
• mental health needs;
• trauma or distress; or
• language or communication barriers.

Where appropriate, we will consider reasonable adjustments and alternative ways to communicate.

However, we cannot accept behaviour that places others at risk or prevents us from carrying out our work safely and effectively.

5. How We Will Respond if Expectations Are Not Met

If behaviour does not meet the standards outlined in this policy, we will try to resolve the situation calmly and fairly.

Depending on the circumstances, we may:

• explain why the behaviour is unacceptable;
• ask the supporter to stop;
• end a phone call, meeting, or online session;
• stop responding to repeated correspondence;
• limit contact to one method (for example, email only);
• appoint one staff member as the main point of contact;
• refuse entry to our premises or events; or
• involve security or the police.

Any action taken will be proportionate and appropriate to the situation.

Recording Incidents

We may keep a record of incidents involving unacceptable behaviour, including:

• dates and times;
• details of what happened;
• action taken; and
• any restrictions applied.

We will handle this information in line with our Data Protection Policy.

Thank You

Whatever your reason for getting in touch, you help us make a difference every day. We are proud to be your first point of contact with North West Air Ambulance Charity, and we are 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.