Frequently Asked Questions
Frequently Asked Questions

The Children's Air Ambulance

Frequently Asked Questions

FAQ Categories

About Us Children’s Air Ambulance
About Your Local Air Ambulance
Donations and Payments
Events and Tickets
Fundraising
Gifts in Wills
In Memory
Lottery
Online Shopping
Reuse & Recycling – Children’s Air Ambulance
Reuse & Recycling – Local Air Ambulance
Shops & Stores
How is the Children’s Air Ambulance different to others? Toggle open Toggle close

The Children’s Air Ambulance is a national inter-hospital transfer service that flies critically ill babies and children to receive the lifesaving treatment they need. Unlike a local air ambulance service, we don’t attend emergency scenes to provide road-side care; our Children’s service is pre-planned with Clinical Partner Teams who will fly with the patient to the hospital that they can provide treatment.

Who flies onboard the Children’s Air Ambulance? Toggle open Toggle close

Our Children’s Air Ambulance crew are 2 pilots. We then work with our partners to fly a specialist team to the critically ill child or transfer the child to another hospital with the specialist team on board. With our new helicopters, we now have an extra seat for a parent or guardian to fly with the child.

Can I use your logo to promote my event? Toggle open Toggle close

Yes you can, but please just get in touch and we will send this to you.  Due to our strict brand guidelines please do not copy and paste this from other sources.

Do you sell or share data with other charities and organisations? Toggle open Toggle close

We do not share or sell supporter details with other charities or third parties for their use for the purposes of marketing.

Information you provide to independent event organisers (e.g. London Marathon) and fundraising sites (e.g. Just Giving) may be shared with us if you consented and you have indicated that you wish to support The Air Ambulance Service.  You should check their Privacy Policy when you provide your information to understand fully how they will process your data.  In addition, if you are participating in an event run by another named organisation, your details may need to be shared with them. 

We only disclose data to the suppliers we engage to process data on our behalf; in such cases, information is only shared for the purpose of providing services on our behalf relating to communications, or agreements between yourself and The Air Ambulance Service. We are responsible for your data at all times.

How can I find out more about the processing of my personal data? Toggle open Toggle close

For more information about how we process personal data, please refer to our Privacy Policy.

Who do I make cheques payable to? Toggle open Toggle close

If you are supporting the Warwickshire & Northamptonshire Air Ambulance please make the cheque out to WNAA, or if you are supporting the Derbyshire, Leicestershire and Rutland Air Ambulance please make the cheque out to DLRAA. If you wish to support both services please make the cheque out to The Air Ambulance Service.

I have received a letter regarding my Gift Aid declaration Toggle open Toggle close

The quickest and easiest way to inform us of any changes to your Gift Aid declaration or preferences is by completing our contact form. Our team are also on hand by calling 0300 3045 999.  Please remember to provide us with your reference number that starts with 98120

Do you have Live Chat? Toggle open Toggle close

Yes we do. Our Supporter Experience Team are here to help you. Simply press the chat button from the bottom right corner. If we aren’t available for any reason, you can leave us a message and we will get back to you. Alternatively, call us on 0300 3045 999.

Who flies onboard the HEMs helicopter? Toggle open Toggle close

Our crew who fly in the helicopter is made up of a pilot, critical care paramedic and doctor.

How many helicopters do you fly? Toggle open Toggle close

In total, we fly 4 helicopters across the charity, 2x for our local service and 2x for our Children’s Air Ambulance. We also have 2x Critical Care Cars that support our HEMs services.

Our local service covers 5x counties; Warwickshire, Northamptonshire and Derbyshire, Leicestershire and Rutland.

The Children’s Air Ambulance covers the whole of the UK and works with 10 Clinical Partner Teams from various specialist hospitals.

What areas do you cover? Toggle open Toggle close

We provide a rapid response to medical emergencies in the counties of Warwickshire, Northamptonshire and Derbyshire, Leicestershire and Rutland, however, we do support air ambulances further afield if we’re needed.

The Children’s Air Ambulance operates throughout the UK and works with Clinical Partner Teams from specialist hospitals.

Can I use your logo to promote my event? Toggle open Toggle close

Yes you can, but please just get in touch and we will send this to you.  Due to our strict brand guidelines please do not copy and paste this from other sources.

Do you sell or share data with other charities and organisations? Toggle open Toggle close

We do not share or sell supporter details with other charities or third parties for their use for the purposes of marketing.

Information you provide to independent event organisers (e.g. London Marathon) and fundraising sites (e.g. Just Giving) may be shared with us if you consented and you have indicated that you wish to support The Air Ambulance Service.  You should check their Privacy Policy when you provide your information to understand fully how they will process your data.  In addition, if you are participating in an event run by another named organisation, your details may need to be shared with them. 

We only disclose data to the suppliers we engage to process data on our behalf; in such cases, information is only shared for the purpose of providing services on our behalf relating to communications, or agreements between yourself and The Air Ambulance Service. We are responsible for your data at all times.

How can I find out more about the processing of my personal data? Toggle open Toggle close

For more information about how we process personal data, please refer to our Privacy Policy.

Who do I make cheques payable to? Toggle open Toggle close

If you are supporting the Warwickshire & Northamptonshire Air Ambulance please make the cheque out to WNAA, or if you are supporting the Derbyshire, Leicestershire and Rutland Air Ambulance please make the cheque out to DLRAA. If you wish to support both services please make the cheque out to The Air Ambulance Service.

I have received a letter regarding my Gift Aid declaration Toggle open Toggle close

The quickest and easiest way to inform us of any changes to your Gift Aid declaration or preferences is by completing our contact form. Our team are also on hand by calling 0300 3045 999.  Please remember to provide us with your reference number that starts with 98120

How can I donate my items? Toggle open Toggle close

There are 3x main ways to donate your goods;

1. Bag them and drop into our reuse banks, which you can find using our location finder
2. Arrange a kerbside collection either using the branded bag you may have received or by calling our team
3. Take your items to one of our stores or donation stations

How can I find out more about the processing of my personal data? Toggle open Toggle close

For more information about how we process personal data, please refer to our Privacy Policy.

How do I pay in money from my fundraiser? Toggle open Toggle close

You can pay in the money through our online donation form.  If you know your supporter number please use this as your reference (this started with RE).  If not please get in touch by calling our Supporter Experience Team on 0300 3045 999

How do I amend my Direct Debit? Toggle open Toggle close

We’re able to change the following to suit your needs;

  • The amount you’re donating
  • The date your money is taken
  • How frequently you donate

Get in touch with our Supporter Care team on 0300 304 5999 who will be able to help make the changes you need.

 

 

As a business owner, can I donate items instead of money? Toggle open Toggle close

Yes! Our regulators will allow us to claim the value of the item as ‘Gift in Kind’ as long as it is something we would purchase. If you would like to send us donations, please contact our Supporter Experience team who’ll be happy to discuss.

Is there a limit on the amount I am able to donate via Apple Pay or Google Pay? Toggle open Toggle close

When using Apple Pay or Google Pay to make a donation, there is no limit on the amount you can donate.

Can I make a donation via Apple Pay on Chrome? Toggle open Toggle close

Unfortunately at this time, Apple Pay is not supported via Chrome and will only work in Safari.

Can I make a regular gift using Apple Pay or Google Pay? Toggle open Toggle close

Unfortunately Apple Pay and Google Pay do not currently support regular giving opportunities.

What does the membership offer me? Toggle open Toggle close

The membership offers you the opportunity to dine at thoughtfully selected restaurants and venues whilst supporting the life-saving work of the Children’s Air Ambulance. Guests can expect to meet like-minded people from a variety of backgrounds including from business, the arts, sport and entertainment.

How far in advance will I know about each event? Toggle open Toggle close

Lead times will vary for each event, however we aim to have details available at least 8 weeks in advance.

What are the usual timings for an evening event? Toggle open Toggle close

The usual timings for one of our evening events are 6:30pm till 11pm approximately. We often hold our dinner events during the week too, on either a Wednesday or Thursday.

What type of guests usually attend the dinner? Toggle open Toggle close

Each event attracts a variety of audiences, depending on the guest speaker and venue. This makes each Leading Lights dinner bespoke with a room full of talent and influence.

 

If the event is at capacity, do you offer anything alternative for the guests that cannot attend? Toggle open Toggle close

If the dinner is at capacity, we will offer you first refusal for our upcoming events for that year.

Can children attend? Toggle open Toggle close

Children under the age of 18 are only permitted to attend our annual garden party. Unfortunately, they will not be able to attend any of our Leading Lights dinners.

Am I able to bring a different guest with me to each event? Toggle open Toggle close

Yes you may bring a different guest to each event. All we ask is that you inform us of their name and any special dietary requirements in advance.

Am I able to bring more than one guest and if so, at what cost? Toggle open Toggle close

Yes, you may bring more than one guest with you. Any additional guests after your complimentary invite will be a full price ticket of £95.00 + VAT.

If I am not a member, how much will it cost me and my guest to attend? Toggle open Toggle close

If you are not a member, it will cost £95.00 + VAT per person for each event.

How much notice do I need to give if I cannot attend an event? Toggle open Toggle close

If you can no longer attend, we will need at least 14 days notice.

Am I able to end my membership without any additional charges? Toggle open Toggle close

Yes, should you wish to cancel your membership with us, you must give us one month’s notice in writing to [email protected]. You are also entitled to cancel your membership and receive a full refund within the first 14 days in what’s known as a Cooling-Off Period. More details around this can be found in our terms and conditions on our website.

How can I fundraise for you? Toggle open Toggle close

You can fundraise in any way you want to, the options are endless! Before you do, get in touch as we’d love to hear what you’re planning and offer support to help make the most of your event as we have a whole host of branded collateral that can help raise awareness for your fundraiser.

How do I arrange a fundraising event? Toggle open Toggle close

Just get in touch to let us know the details and we can help you plan your perfect event.

Can I use your logo to promote my event? Toggle open Toggle close

Yes you can, but please just get in touch and we will send this to you.  Due to our strict brand guidelines please do not copy and paste this from other sources.

Do you do door-door fundraising? Toggle open Toggle close

Yes, but we do not ask for cash donations as part of this fundraising method. Anyone knocking on your door will be carrying an ID badge to ensure you know who you are speaking to, and they are trained to not be imposing or hard-selling. Our image and methods are critical to our success as a charity.

How do I pay in money from my fundraiser? Toggle open Toggle close

You can pay in the money through our online donation form.  If you know your supporter number please use this as your reference (this started with RE).  If not please get in touch by calling our Supporter Experience Team on 0300 3045 999

What is Team Mission? Toggle open Toggle close

By becoming part of Team Mission you will be part of a wider group of supporters who are challenging themselves to their limits while raising vital funds for our lifesaving charity. Our team will be there with you every step of the way – we will provide you with support, motivation and inspiration to take on your challenge and achieve your personal goals.

How do I join Team Mission? Toggle open Toggle close

Visit our events page to find out the range of challenges we have available. Or if you have your own place, please email our Challenge Events team.

What do I get as part of Team Mission? Toggle open Toggle close
  • Support from our dedicated fundraising team who will be there to offer advice and guidance every step of the way
  • A running vest/t-shirt to wear with pride during your event
  •  Fundraising pack full of information and ideas to boost your fundraising
I want to leave a gift in a my Will, but I’m not sure how? Toggle open Toggle close

We would recommend that you visit a solicitor to ensure your wishes are fully carried out. You can find solicitors in your area by visiting the Remember A Charity website.

Where can I find more information about including a gift in my Will? Toggle open Toggle close

Please visit our dedicated page

I’ve included your charity in my Will, do I need to let you know? Toggle open Toggle close

You’re not obligated to tell anyone about the contents of your Will. If you would like to tell us, please do as we would love to thank you.

What details do I need to give to my solicitors to include a gift in my Will? Toggle open Toggle close

Our registered charity number is 1098874 and our Head Office Address: Blue Skies House, Butlers Leap, Rugby, CV21 3RQ.

Are there tax benefits for including a charity in my Will? Toggle open Toggle close

Yes, if you leave a charity 10% or more of your estate, the inheritance tax decreases from 40% to 36%. Please speak to your solicitor for more information.

I’m an executor for a Will, where can I find help to administer the estate? Toggle open Toggle close

Please contact our Legacy Team where we’re happy to support you through the process.

I’m an executor for a Will, how do I pay the gift to your charity? Toggle open Toggle close

Please contact our Legacy Team, as we may need more information from you so that we can process this gift correctly.

How do I make my donation to take part in Make A Will Week? Toggle open Toggle close

If you are having a face to face appointment, please take your donation with you and place it into the envelope provided by the solicitor, who will send them on to us at the end of the week. If you are drafting your Will over the phone or online please donate via our website, selecting Make A Will Week for the reason for donating and include the solicitor you had the appointment with.

Can you provide a collection tin or donation envelopes for my loved ones funeral? Toggle open Toggle close

Yes we do. Please contact our In Memory Team, who can provide collection tins and donation envelopes.

How do I pay money to you after an In Memory collection at a funeral? Toggle open Toggle close

You can donate via our dedicated website or post cheques to our Head Office. Please contact our In Memory Team if you are looking to process cash donations.

Can I gift aid in memory donations? Toggle open Toggle close

One off In Memory donations from individuals can be gift aided, if you are a UK tax payer. Unfortunately, funeral collections cannot be gift aided.

How else can I fundraise in memory of my loved ones? Toggle open Toggle close

Other ways you can support the Air Ambulance at this time include; holding a fundraising event, planting a tree in our Memorial Woodland, signing up to a challenge sport event and setting up a dedicated Tribute Page. Please contact us for more information.

I’m having trouble setting up my Tribute Page, where can I go for help? Toggle open Toggle close

Please contact our In Memory Team on 03003 045 999 or [email protected] who can help you through the process.

Can we add offline donations to a Tribute Page? Toggle open Toggle close

We can’t currently add on offline donations, but this is something we’re working on.

I’m doing an event in memory of a loved one, can I set up a Tribute Page? Toggle open Toggle close

Yes, we welcome Tribute Pages for specific events, to raise funds in memory of loved ones.

How can I join your lottery? Toggle open Toggle close

You can sign up to our weekly draws online or you can give our team a call on 0300 3045 999.  We do also have our lottery canvassers who you may see them at a local supermarket or completing door to door visits in the community.

 

Can I confirm the fundraisers who visited was genuine? Toggle open Toggle close

Here is where you can view our list of lottery canvassers, along with their photo and ID number.

How do I find out if I’m a winner? Toggle open Toggle close

Our lottery team will be in touch with the winners of each weekly draw.  You can view a list of winners by following this link to your chosen service. Your Local Air Ambulance or Children’s Air Ambulance 

I need to make changes to my details you have on record Toggle open Toggle close

You can update your details by completing our contact form or by calling 0300 3045 999.  Please ensure that you give us both previous and new address information if you have moved house.

How do I cancel my lottery membership? Toggle open Toggle close

We are sorry to see you go!  You can request cancellation of your lottery membership via our contact form or by calling 0300 3045 999.  Please note that if you have a standing order in place, it is your responsibility to ensure this is cancelled with your bank.  Thanks again for your support.

Do I have to pay for return postage? Toggle open Toggle close

The initial payment will be paid for by yourself, however, upon receipt, we will reimburse you the costs.

When are online orders dispatched? Toggle open Toggle close

We dispatch all orders within 3-5 working days after payment has cleared.

Can I pick up my online order from the warehouse or shop? Toggle open Toggle close

For items bought our eBay site as Collect in Store you can arrange a collection, however any orders bought via our website will be posted.

Do you accept returns? Toggle open Toggle close

Yes, we accept returns within 30 days of purchase. Follow the instructions with your order to send back to us.

How do I to return my item? Toggle open Toggle close

Please contact us about the item you need to return and we will assist you.

What happens if my order arrives damaged? Toggle open Toggle close

We try to make sure all of our order are appropriately packaged but sometimes damage can occur.  Please contact our team who will be able to assist you.

How long will my order to take to arrive? Toggle open Toggle close

Your order can take up to 7 days to arrive so please get in touch with us if you still haven’t received your item after then.

Where are the orders posted from? Toggle open Toggle close

All orders are posted from our Daventry warehouse.

What percentage of my purchase will go towards the charity? Toggle open Toggle close

100% of your money will go towards our lifesaving missions.

Will my parcel have tracking? Toggle open Toggle close

eBay orders will have a tracking number, however any orders for new goods won’t have a tracking number.

What couriers do you use? Toggle open Toggle close

eBay is sent via UK mail next day. New goods will be sent Royal Mail 2nd Class.

Do you post outside the UK? Toggle open Toggle close

All of our eBay items can be sent overseas and eBay will calculate the additional postage cost.
All new goods are only sent within UK at present.

How are you being safe to ourselves and public during collections? Toggle open Toggle close

Our team have been working hard to ensure that we can continue our reuse and recycling operation during the COVID-19 lockdown period.  To ensure that we remain compliant and by putting the safety of our staff, volunteers and supporters first mean that we have made some changes to our normal processes following PHE guidance including social distancing and safe working practices.

How can I donate my items? Toggle open Toggle close

There are 3x main ways to donate your goods;

1. Bag them and drop into our reuse banks, which you can find using our location finder
2. Arrange a kerbside collection either using the branded bag you may have received or by calling our team
3. Take your items to one of our stores or donation stations

Can I arrange a collection for my items? Toggle open Toggle close

We have started to introduce home collections again with limited numbers.  To arrange this, please contact us online or calling 0300 3045 999  Alternatively you can locate your nearest clothing bank here

 

How do I contact you about a full bank? Toggle open Toggle close

If your local recycling bank is full you can contact us online or by calling our Supporter Experience Team on 0300 3045 999

If I want to donate clothing how and where can I do this? Toggle open Toggle close

You can find all about the clothing banks, collection services and store drops offs here.

Is it necessary for us to attend clothing banks Toggle open Toggle close

Yes, to ensure clothing banks are not overflowing we have a reduced driver taskforce who are responding to full banks which have been reported to us. Our textile donations have always been a vital part of our charities income and we hope that you can understand the need to continue with this, albeit with amended ways of working.

What PPE do you have for collections? Toggle open Toggle close

We have conducted comprehensive risk assessments across our entire operation and have assessed our needs. Our teams have been issued with hand sanitisers and where necessary face mask where required. We continue to monitor government guidance and will adjust our operation where necessary.

When does my donation bag get collected? Toggle open Toggle close

All of our bags will have a collection day printed on the outer sleeve. However, if you’re unsure if this day has passed, please allow approx three days after the delivery of your donation bag for this to be collected.

Who owns your clothing banks? Toggle open Toggle close

We are one of the few UK charities that own and empty our clothing banks. If there are any issues you can get in touch with our Reuse team.

Who collects my kerbside donation? Toggle open Toggle close

Our kerbside collections are operated both internally, depending on your area, or by one of our subcontractors; DB Textiles, Recycling Management Services and Clothes Aid.

Why are you distributing and collecting bags? Toggle open Toggle close

In line with government guidance, we have taken the decision to restart our door to door distribution of bags and would like to ensure you that all measures have been considered and put into place to ensure we remain within these guidelines at all times. We value your contribution and with it we are able to support our retail shops who help fund our frontline operation

How are you being safe to ourselves and public during collections? Toggle open Toggle close

Our team have been working hard to ensure that we can continue our reuse and recycling operation during the COVID-19 lockdown period.  To ensure that we remain compliant and by putting the safety of our staff, volunteers and supporters first mean that we have made some changes to our normal processes following PHE guidance including social distancing and safe working practices.

How can I donate my items? Toggle open Toggle close

There are 3x main ways to donate your goods;

1. Bag them and drop into our reuse banks, which you can find using our location finder
2. Arrange a kerbside collection either using the branded bag you may have received or by calling our team
3. Take your items to one of our stores or donation stations

Can I arrange a collection for my items? Toggle open Toggle close

We have started to introduce home collections again with limited numbers.  To arrange this, please contact us online or calling 0300 3045 999  Alternatively you can locate your nearest clothing bank here

 

How do I contact you about a full bank? Toggle open Toggle close

If your local recycling bank is full you can contact us online or by calling our Supporter Experience Team on 0300 3045 999

I am a site owner who wants to host one of your banks Toggle open Toggle close

That’s great! You can get in touch with us by calling 0300 3045 999 or emailing us at [email protected] to discuss further.

If I want to donate clothing how and where can I do this? Toggle open Toggle close

You can find all about the clothing banks, collection services and store drops offs here.

What can I donate? Toggle open Toggle close

We want second-hand items of high quality that we can sell on to others to raise vital funds including, household items, clothing, shoes and accessories, as well as toys and children’s items. We can’t accept ripped, broken, stained or any items with missing pieces, but if you’re in any doubt, get in touch with our team.

What do I do if my bag isn’t collected? Toggle open Toggle close

If your bag wasn’t collected as expected, please get in touch with us to arrange an alternative date. To ensure our driver can see the collection, please make sure the bag is placed in full view of the road as we aren’t able to collect from porches or gardens.

What PPE do you have for collections? Toggle open Toggle close

We have conducted comprehensive risk assessments across our entire operation and have assessed our needs. Our teams have been issued with hand sanitisers and where necessary face mask where required. We continue to monitor government guidance and will adjust our operation where necessary.

When does my donation bag get collected? Toggle open Toggle close

All of our bags will have a collection day printed on the outer sleeve. However, if you’re unsure if this day has passed, please allow approx three days after the delivery of your donation bag for this to be collected.

Why are you distributing and collecting bags? Toggle open Toggle close

In line with government guidance, we have taken the decision to restart our door to door distribution of bags and would like to ensure you that all measures have been considered and put into place to ensure we remain within these guidelines at all times. We value your contribution and with it we are able to support our retail shops who help fund our frontline operation

Who owns the Children’s donation banks? Toggle open Toggle close

We own all of the Children’s Air Ambulance donation banks but sometimes hire subcontractors to empty banks that are based further away, as this is far more cost-effective than using our own drivers. However, we use our own vans to empty all of the Children’s Air Ambulance banks in Nottingham, Birmingham, West Midlands, Staffordshire, Oxfordshire & Bedfordshire.

How are you being safe to ourselves and public during collections? Toggle open Toggle close

Our team have been working hard to ensure that we can continue our reuse and recycling operation during the COVID-19 lockdown period.  To ensure that we remain compliant and by putting the safety of our staff, volunteers and supporters first mean that we have made some changes to our normal processes following PHE guidance including social distancing and safe working practices.

If I want to donate clothing how and where can I do this? Toggle open Toggle close

You can find all about the clothing banks, collection services and store drops offs here.

What can I donate? Toggle open Toggle close

We want second-hand items of high quality that we can sell on to others to raise vital funds including, household items, clothing, shoes and accessories, as well as toys and children’s items. We can’t accept ripped, broken, stained or any items with missing pieces, but if you’re in any doubt, get in touch with our team.

FAQ Categories

About Us Children’s Air Ambulance
How is the Children’s Air Ambulance different to others?

The Children’s Air Ambulance is a national inter-hospital transfer service that flies critically ill babies and children to receive the lifesaving treatment they need. Unlike a local air ambulance service, we don’t attend emergency scenes to provide road-side care; our Children’s service is pre-planned with Clinical Partner Teams who will fly with the patient to the hospital that they can provide treatment.

Who flies onboard the Children’s Air Ambulance?

Our Children’s Air Ambulance crew are 2 pilots. We then work with our partners to fly a specialist team to the critically ill child or transfer the child to another hospital with the specialist team on board. With our new helicopters, we now have an extra seat for a parent or guardian to fly with the child.

Can I use your logo to promote my event?

Yes you can, but please just get in touch and we will send this to you.  Due to our strict brand guidelines please do not copy and paste this from other sources.

Do you sell or share data with other charities and organisations?

We do not share or sell supporter details with other charities or third parties for their use for the purposes of marketing.

Information you provide to independent event organisers (e.g. London Marathon) and fundraising sites (e.g. Just Giving) may be shared with us if you consented and you have indicated that you wish to support The Air Ambulance Service.  You should check their Privacy Policy when you provide your information to understand fully how they will process your data.  In addition, if you are participating in an event run by another named organisation, your details may need to be shared with them. 

We only disclose data to the suppliers we engage to process data on our behalf; in such cases, information is only shared for the purpose of providing services on our behalf relating to communications, or agreements between yourself and The Air Ambulance Service. We are responsible for your data at all times.

How can I find out more about the processing of my personal data?

For more information about how we process personal data, please refer to our Privacy Policy.

Who do I make cheques payable to?

If you are supporting the Warwickshire & Northamptonshire Air Ambulance please make the cheque out to WNAA, or if you are supporting the Derbyshire, Leicestershire and Rutland Air Ambulance please make the cheque out to DLRAA. If you wish to support both services please make the cheque out to The Air Ambulance Service.

I have received a letter regarding my Gift Aid declaration

The quickest and easiest way to inform us of any changes to your Gift Aid declaration or preferences is by completing our contact form. Our team are also on hand by calling 0300 3045 999.  Please remember to provide us with your reference number that starts with 98120

About Your Local Air Ambulance
Do you have Live Chat?

Yes we do. Our Supporter Experience Team are here to help you. Simply press the chat button from the bottom right corner. If we aren’t available for any reason, you can leave us a message and we will get back to you. Alternatively, call us on 0300 3045 999.

Who flies onboard the HEMs helicopter?

Our crew who fly in the helicopter is made up of a pilot, critical care paramedic and doctor.

How many helicopters do you fly?

In total, we fly 4 helicopters across the charity, 2x for our local service and 2x for our Children’s Air Ambulance. We also have 2x Critical Care Cars that support our HEMs services.

Our local service covers 5x counties; Warwickshire, Northamptonshire and Derbyshire, Leicestershire and Rutland.

The Children’s Air Ambulance covers the whole of the UK and works with 10 Clinical Partner Teams from various specialist hospitals.

What areas do you cover?

We provide a rapid response to medical emergencies in the counties of Warwickshire, Northamptonshire and Derbyshire, Leicestershire and Rutland, however, we do support air ambulances further afield if we’re needed.

The Children’s Air Ambulance operates throughout the UK and works with Clinical Partner Teams from specialist hospitals.

Can I use your logo to promote my event?

Yes you can, but please just get in touch and we will send this to you.  Due to our strict brand guidelines please do not copy and paste this from other sources.

Do you sell or share data with other charities and organisations?

We do not share or sell supporter details with other charities or third parties for their use for the purposes of marketing.

Information you provide to independent event organisers (e.g. London Marathon) and fundraising sites (e.g. Just Giving) may be shared with us if you consented and you have indicated that you wish to support The Air Ambulance Service.  You should check their Privacy Policy when you provide your information to understand fully how they will process your data.  In addition, if you are participating in an event run by another named organisation, your details may need to be shared with them. 

We only disclose data to the suppliers we engage to process data on our behalf; in such cases, information is only shared for the purpose of providing services on our behalf relating to communications, or agreements between yourself and The Air Ambulance Service. We are responsible for your data at all times.

How can I find out more about the processing of my personal data?

For more information about how we process personal data, please refer to our Privacy Policy.

Who do I make cheques payable to?

If you are supporting the Warwickshire & Northamptonshire Air Ambulance please make the cheque out to WNAA, or if you are supporting the Derbyshire, Leicestershire and Rutland Air Ambulance please make the cheque out to DLRAA. If you wish to support both services please make the cheque out to The Air Ambulance Service.

I have received a letter regarding my Gift Aid declaration

The quickest and easiest way to inform us of any changes to your Gift Aid declaration or preferences is by completing our contact form. Our team are also on hand by calling 0300 3045 999.  Please remember to provide us with your reference number that starts with 98120

Donations and Payments
How can I donate my items?

There are 3x main ways to donate your goods;

1. Bag them and drop into our reuse banks, which you can find using our location finder
2. Arrange a kerbside collection either using the branded bag you may have received or by calling our team
3. Take your items to one of our stores or donation stations

How can I find out more about the processing of my personal data?

For more information about how we process personal data, please refer to our Privacy Policy.

How do I pay in money from my fundraiser?

You can pay in the money through our online donation form.  If you know your supporter number please use this as your reference (this started with RE).  If not please get in touch by calling our Supporter Experience Team on 0300 3045 999

How do I amend my Direct Debit?

We’re able to change the following to suit your needs;

  • The amount you’re donating
  • The date your money is taken
  • How frequently you donate

Get in touch with our Supporter Care team on 0300 304 5999 who will be able to help make the changes you need.

 

 

As a business owner, can I donate items instead of money?

Yes! Our regulators will allow us to claim the value of the item as ‘Gift in Kind’ as long as it is something we would purchase. If you would like to send us donations, please contact our Supporter Experience team who’ll be happy to discuss.

Is there a limit on the amount I am able to donate via Apple Pay or Google Pay?

When using Apple Pay or Google Pay to make a donation, there is no limit on the amount you can donate.

Can I make a donation via Apple Pay on Chrome?

Unfortunately at this time, Apple Pay is not supported via Chrome and will only work in Safari.

Can I make a regular gift using Apple Pay or Google Pay?

Unfortunately Apple Pay and Google Pay do not currently support regular giving opportunities.

Events and Tickets
What does the membership offer me?

The membership offers you the opportunity to dine at thoughtfully selected restaurants and venues whilst supporting the life-saving work of the Children’s Air Ambulance. Guests can expect to meet like-minded people from a variety of backgrounds including from business, the arts, sport and entertainment.

How far in advance will I know about each event?

Lead times will vary for each event, however we aim to have details available at least 8 weeks in advance.

What are the usual timings for an evening event?

The usual timings for one of our evening events are 6:30pm till 11pm approximately. We often hold our dinner events during the week too, on either a Wednesday or Thursday.

What type of guests usually attend the dinner?

Each event attracts a variety of audiences, depending on the guest speaker and venue. This makes each Leading Lights dinner bespoke with a room full of talent and influence.

 

If the event is at capacity, do you offer anything alternative for the guests that cannot attend?

If the dinner is at capacity, we will offer you first refusal for our upcoming events for that year.

Can children attend?

Children under the age of 18 are only permitted to attend our annual garden party. Unfortunately, they will not be able to attend any of our Leading Lights dinners.

Am I able to bring a different guest with me to each event?

Yes you may bring a different guest to each event. All we ask is that you inform us of their name and any special dietary requirements in advance.

Am I able to bring more than one guest and if so, at what cost?

Yes, you may bring more than one guest with you. Any additional guests after your complimentary invite will be a full price ticket of £95.00 + VAT.

If I am not a member, how much will it cost me and my guest to attend?

If you are not a member, it will cost £95.00 + VAT per person for each event.

How much notice do I need to give if I cannot attend an event?

If you can no longer attend, we will need at least 14 days notice.

Am I able to end my membership without any additional charges?

Yes, should you wish to cancel your membership with us, you must give us one month’s notice in writing to [email protected]. You are also entitled to cancel your membership and receive a full refund within the first 14 days in what’s known as a Cooling-Off Period. More details around this can be found in our terms and conditions on our website.

Fundraising
How can I fundraise for you?

You can fundraise in any way you want to, the options are endless! Before you do, get in touch as we’d love to hear what you’re planning and offer support to help make the most of your event as we have a whole host of branded collateral that can help raise awareness for your fundraiser.

How do I arrange a fundraising event?

Just get in touch to let us know the details and we can help you plan your perfect event.

Can I use your logo to promote my event?

Yes you can, but please just get in touch and we will send this to you.  Due to our strict brand guidelines please do not copy and paste this from other sources.

Do you do door-door fundraising?

Yes, but we do not ask for cash donations as part of this fundraising method. Anyone knocking on your door will be carrying an ID badge to ensure you know who you are speaking to, and they are trained to not be imposing or hard-selling. Our image and methods are critical to our success as a charity.

How do I pay in money from my fundraiser?

You can pay in the money through our online donation form.  If you know your supporter number please use this as your reference (this started with RE).  If not please get in touch by calling our Supporter Experience Team on 0300 3045 999

What is Team Mission?

By becoming part of Team Mission you will be part of a wider group of supporters who are challenging themselves to their limits while raising vital funds for our lifesaving charity. Our team will be there with you every step of the way – we will provide you with support, motivation and inspiration to take on your challenge and achieve your personal goals.

How do I join Team Mission?

Visit our events page to find out the range of challenges we have available. Or if you have your own place, please email our Challenge Events team.

What do I get as part of Team Mission?
  • Support from our dedicated fundraising team who will be there to offer advice and guidance every step of the way
  • A running vest/t-shirt to wear with pride during your event
  •  Fundraising pack full of information and ideas to boost your fundraising
Gifts in Wills
I want to leave a gift in a my Will, but I’m not sure how?

We would recommend that you visit a solicitor to ensure your wishes are fully carried out. You can find solicitors in your area by visiting the Remember A Charity website.

Where can I find more information about including a gift in my Will?

Please visit our dedicated page

I’ve included your charity in my Will, do I need to let you know?

You’re not obligated to tell anyone about the contents of your Will. If you would like to tell us, please do as we would love to thank you.

What details do I need to give to my solicitors to include a gift in my Will?

Our registered charity number is 1098874 and our Head Office Address: Blue Skies House, Butlers Leap, Rugby, CV21 3RQ.

Are there tax benefits for including a charity in my Will?

Yes, if you leave a charity 10% or more of your estate, the inheritance tax decreases from 40% to 36%. Please speak to your solicitor for more information.

I’m an executor for a Will, where can I find help to administer the estate?

Please contact our Legacy Team where we’re happy to support you through the process.

I’m an executor for a Will, how do I pay the gift to your charity?

Please contact our Legacy Team, as we may need more information from you so that we can process this gift correctly.

How do I make my donation to take part in Make A Will Week?

If you are having a face to face appointment, please take your donation with you and place it into the envelope provided by the solicitor, who will send them on to us at the end of the week. If you are drafting your Will over the phone or online please donate via our website, selecting Make A Will Week for the reason for donating and include the solicitor you had the appointment with.

In Memory
Can you provide a collection tin or donation envelopes for my loved ones funeral?

Yes we do. Please contact our In Memory Team, who can provide collection tins and donation envelopes.

How do I pay money to you after an In Memory collection at a funeral?

You can donate via our dedicated website or post cheques to our Head Office. Please contact our In Memory Team if you are looking to process cash donations.

Can I gift aid in memory donations?

One off In Memory donations from individuals can be gift aided, if you are a UK tax payer. Unfortunately, funeral collections cannot be gift aided.

How else can I fundraise in memory of my loved ones?

Other ways you can support the Air Ambulance at this time include; holding a fundraising event, planting a tree in our Memorial Woodland, signing up to a challenge sport event and setting up a dedicated Tribute Page. Please contact us for more information.

I’m having trouble setting up my Tribute Page, where can I go for help?

Please contact our In Memory Team on 03003 045 999 or [email protected] who can help you through the process.

Can we add offline donations to a Tribute Page?

We can’t currently add on offline donations, but this is something we’re working on.

I’m doing an event in memory of a loved one, can I set up a Tribute Page?

Yes, we welcome Tribute Pages for specific events, to raise funds in memory of loved ones.

Lottery
How can I join your lottery?

You can sign up to our weekly draws online or you can give our team a call on 0300 3045 999.  We do also have our lottery canvassers who you may see them at a local supermarket or completing door to door visits in the community.

 

Can I confirm the fundraisers who visited was genuine?

Here is where you can view our list of lottery canvassers, along with their photo and ID number.

How do I find out if I’m a winner?

Our lottery team will be in touch with the winners of each weekly draw.  You can view a list of winners by following this link to your chosen service. Your Local Air Ambulance or Children’s Air Ambulance 

I need to make changes to my details you have on record

You can update your details by completing our contact form or by calling 0300 3045 999.  Please ensure that you give us both previous and new address information if you have moved house.

How do I cancel my lottery membership?

We are sorry to see you go!  You can request cancellation of your lottery membership via our contact form or by calling 0300 3045 999.  Please note that if you have a standing order in place, it is your responsibility to ensure this is cancelled with your bank.  Thanks again for your support.

Online Shopping
Do I have to pay for return postage?

The initial payment will be paid for by yourself, however, upon receipt, we will reimburse you the costs.

When are online orders dispatched?

We dispatch all orders within 3-5 working days after payment has cleared.

Can I pick up my online order from the warehouse or shop?

For items bought our eBay site as Collect in Store you can arrange a collection, however any orders bought via our website will be posted.

Do you accept returns?

Yes, we accept returns within 30 days of purchase. Follow the instructions with your order to send back to us.

How do I to return my item?

Please contact us about the item you need to return and we will assist you.

What happens if my order arrives damaged?

We try to make sure all of our order are appropriately packaged but sometimes damage can occur.  Please contact our team who will be able to assist you.

How long will my order to take to arrive?

Your order can take up to 7 days to arrive so please get in touch with us if you still haven’t received your item after then.

Where are the orders posted from?

All orders are posted from our Daventry warehouse.

What percentage of my purchase will go towards the charity?

100% of your money will go towards our lifesaving missions.

Will my parcel have tracking?

eBay orders will have a tracking number, however any orders for new goods won’t have a tracking number.

What couriers do you use?

eBay is sent via UK mail next day. New goods will be sent Royal Mail 2nd Class.

Do you post outside the UK?

All of our eBay items can be sent overseas and eBay will calculate the additional postage cost.
All new goods are only sent within UK at present.

Reuse & Recycling – Children’s Air Ambulance
How are you being safe to ourselves and public during collections?

Our team have been working hard to ensure that we can continue our reuse and recycling operation during the COVID-19 lockdown period.  To ensure that we remain compliant and by putting the safety of our staff, volunteers and supporters first mean that we have made some changes to our normal processes following PHE guidance including social distancing and safe working practices.

How can I donate my items?

There are 3x main ways to donate your goods;

1. Bag them and drop into our reuse banks, which you can find using our location finder
2. Arrange a kerbside collection either using the branded bag you may have received or by calling our team
3. Take your items to one of our stores or donation stations

Can I arrange a collection for my items?

We have started to introduce home collections again with limited numbers.  To arrange this, please contact us online or calling 0300 3045 999  Alternatively you can locate your nearest clothing bank here

 

How do I contact you about a full bank?

If your local recycling bank is full you can contact us online or by calling our Supporter Experience Team on 0300 3045 999

If I want to donate clothing how and where can I do this?

You can find all about the clothing banks, collection services and store drops offs here.

Is it necessary for us to attend clothing banks

Yes, to ensure clothing banks are not overflowing we have a reduced driver taskforce who are responding to full banks which have been reported to us. Our textile donations have always been a vital part of our charities income and we hope that you can understand the need to continue with this, albeit with amended ways of working.

What PPE do you have for collections?

We have conducted comprehensive risk assessments across our entire operation and have assessed our needs. Our teams have been issued with hand sanitisers and where necessary face mask where required. We continue to monitor government guidance and will adjust our operation where necessary.

When does my donation bag get collected?

All of our bags will have a collection day printed on the outer sleeve. However, if you’re unsure if this day has passed, please allow approx three days after the delivery of your donation bag for this to be collected.

Who owns your clothing banks?

We are one of the few UK charities that own and empty our clothing banks. If there are any issues you can get in touch with our Reuse team.

Who collects my kerbside donation?

Our kerbside collections are operated both internally, depending on your area, or by one of our subcontractors; DB Textiles, Recycling Management Services and Clothes Aid.

Why are you distributing and collecting bags?

In line with government guidance, we have taken the decision to restart our door to door distribution of bags and would like to ensure you that all measures have been considered and put into place to ensure we remain within these guidelines at all times. We value your contribution and with it we are able to support our retail shops who help fund our frontline operation

Reuse & Recycling – Local Air Ambulance
How are you being safe to ourselves and public during collections?

Our team have been working hard to ensure that we can continue our reuse and recycling operation during the COVID-19 lockdown period.  To ensure that we remain compliant and by putting the safety of our staff, volunteers and supporters first mean that we have made some changes to our normal processes following PHE guidance including social distancing and safe working practices.

How can I donate my items?

There are 3x main ways to donate your goods;

1. Bag them and drop into our reuse banks, which you can find using our location finder
2. Arrange a kerbside collection either using the branded bag you may have received or by calling our team
3. Take your items to one of our stores or donation stations

Can I arrange a collection for my items?

We have started to introduce home collections again with limited numbers.  To arrange this, please contact us online or calling 0300 3045 999  Alternatively you can locate your nearest clothing bank here

 

How do I contact you about a full bank?

If your local recycling bank is full you can contact us online or by calling our Supporter Experience Team on 0300 3045 999

I am a site owner who wants to host one of your banks

That’s great! You can get in touch with us by calling 0300 3045 999 or emailing us at [email protected] to discuss further.

If I want to donate clothing how and where can I do this?

You can find all about the clothing banks, collection services and store drops offs here.

What can I donate?

We want second-hand items of high quality that we can sell on to others to raise vital funds including, household items, clothing, shoes and accessories, as well as toys and children’s items. We can’t accept ripped, broken, stained or any items with missing pieces, but if you’re in any doubt, get in touch with our team.

What do I do if my bag isn’t collected?

If your bag wasn’t collected as expected, please get in touch with us to arrange an alternative date. To ensure our driver can see the collection, please make sure the bag is placed in full view of the road as we aren’t able to collect from porches or gardens.

What PPE do you have for collections?

We have conducted comprehensive risk assessments across our entire operation and have assessed our needs. Our teams have been issued with hand sanitisers and where necessary face mask where required. We continue to monitor government guidance and will adjust our operation where necessary.

When does my donation bag get collected?

All of our bags will have a collection day printed on the outer sleeve. However, if you’re unsure if this day has passed, please allow approx three days after the delivery of your donation bag for this to be collected.

Why are you distributing and collecting bags?

In line with government guidance, we have taken the decision to restart our door to door distribution of bags and would like to ensure you that all measures have been considered and put into place to ensure we remain within these guidelines at all times. We value your contribution and with it we are able to support our retail shops who help fund our frontline operation

Who owns the Children’s donation banks?

We own all of the Children’s Air Ambulance donation banks but sometimes hire subcontractors to empty banks that are based further away, as this is far more cost-effective than using our own drivers. However, we use our own vans to empty all of the Children’s Air Ambulance banks in Nottingham, Birmingham, West Midlands, Staffordshire, Oxfordshire & Bedfordshire.

Shops & Stores
How are you being safe to ourselves and public during collections?

Our team have been working hard to ensure that we can continue our reuse and recycling operation during the COVID-19 lockdown period.  To ensure that we remain compliant and by putting the safety of our staff, volunteers and supporters first mean that we have made some changes to our normal processes following PHE guidance including social distancing and safe working practices.

If I want to donate clothing how and where can I do this?

You can find all about the clothing banks, collection services and store drops offs here.

What can I donate?

We want second-hand items of high quality that we can sell on to others to raise vital funds including, household items, clothing, shoes and accessories, as well as toys and children’s items. We can’t accept ripped, broken, stained or any items with missing pieces, but if you’re in any doubt, get in touch with our team.