Keep in touch – Frequently Asked Questions

Why have I received a letter from Essex & Herts Air Ambulance?

The law is changing for charities. This means that we will no longer be able to contact you unless we have consent to do so – we need your permission to keep in touch. You have the options to choose how and what you would like to hear about. This means that you can Opt In to receiving information about All Communications, Lottery/Raffle, Charity news and Fundraising via post, email, phone or SMS.

You will have been sent this letter because you have communicated with the Charity at some point over the last 20 years either as a volunteer, former airlifted patient/family member, Lottery player (past or present) or fundraiser. Data has not been bought for this campaign. You may also receive communications from other charities throughout the year as they to prepare for the change in law.

How long will it be before my mailing preferences are updated?

Please allow up to 4 weeks before your preferences are changed.

Isn’t this mailing a waste of money?

Whilst there has been a cost to this campaign it will result in a clean database of supporters that now only want to hear from us, saving us costs on mailings in the future.

An incorrect mailing has been sent to my house – what do I do?

You can return to sender for no extra cost.

I have previously requested to be taken off your mailing list, why have I received a letter?

Please accept our apologies, whilst we try to update our database this is subject to human error. You can contact the office at 0345 2417 690 or via our website and we shall get this updated. Please allow for up to 4 weeks to update our system.

Why has everyone in the house received separate letters from Essex & Herts Air Ambulance?

We have sent a letter to every single person on our database as, according to the new regulations, we need to record each individual’s contact preferences in order to keep in touch. This is to allow for the differences in contact preferences with regards to what each individual would like to hear about and how the individual would like to keep in touch.

If everyone in the house says ‘Yes’ to further communication will you send multiple mailings?

Yes, however the contact preferences of both individuals will need to be the same. If only one person responds to the letter then only that person will be addressed to in the communications.

What happens if I don’t respond at all?

We will send a reminder letter in late October to keep in touch. If you don’t respond to either of these communications you may receive mailings from us until May 2018. If you would like to put a stop to all communications before this date then please contact the office at 0345 2417 690 or contact us via our website.

What do your contact preferences mean?

All communications – you will hear about all of the options below.
Charity news – this refers to communications about the Charity itself, including our Flight for Life Magazine.
Lottery/raffle – you will receive updates about our latest Lottery and Raffle updates.
Fundraising – we host a variety of events and fundraising initiatives throughout the year. You will be one of the first to hear about ‘What’s On’ and to receive information about how you can get involved.

Will I still I still hear from you if I win the Flight for Life Lottery but have Opted Out to communications?

Yes, we will still contact you informing you that you have the winning numbers of that draw.

What if I want to change my preferences in the future?

You can change your preferences at any time:
Via our website:
By phoning: 0345 2417 690
By emailing:
By writing to:
Charity HQ
Essex & Herts Air Ambulance
Flight House
Earls Colne Business Centre
Earls Colne Business Park
Earls Colne

Will it cost me anything to respond to this letter?

No, just put your reply into the enclosed Freepost envelope.

What happens if I forget the choices I have made?

If you have any concerns please call us at 0345 2417 690 between 9 am and 5 pm and we can check our database.

I am unhappy with this mailing – how do I complain?

We apologise if our mailing has upset you and we will do everything possible to ensure that this does not happen in future. If you would like to phone us between 9 am and 5 pm you can speak to a member of staff about your concerns or contact us through our website: so that we can update our database with your preferences.

How can I stop receiving letters from all charities?

If you wish to restrict mailings from a range of charities, you can register with the Fundraising Preference Service (like the Telephone Preference Service).

The FPA was set up for members of the public to control the nature and frequency of direct marketing approaches that they receive, including fundraising communications. Through this website, you can choose to stop email, telephone, post and/or text messages from your selected charity.

This site also has a ‘Frequently Asked Questions’ explaining how you can control the use of your information.

Where can I go to find out more about new data protections legislation – GDPR?

If you wish to know more about GDPR visit the Information Commissioners Office at

Call us: 0345 2417 690

Lottery Hotline: 0345 2417 688

Essex and Herts Air Ambulance Trust is a registered charity in England and Wales (1108989). Registered company in England and Wales (05397840). Registered address: Flight House, The Business Centre, Earls Colne Business Park, Earls Colne, Colchester CO6 2NS.

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