Complaints Policy and Procedure

We take all complaints seriously and are committed to delivering a professional, effective, and courteous training service to all customers and delegates. While we strive to maintain the highest standards at all times, we recognise that there may occasionally be cause for concern.

If you are dissatisfied with any aspect of our courses or the conduct of our trainers, we encourage you to let us know. This allows us to investigate the matter promptly, resolve the issue, and take steps to prevent it from happening again.

All staff receive guidance on how to handle complaints appropriately and professionally.

How to Make a Complaint

Where possible, concerns can often be resolved quickly by raising them directly with the trainer involved or by contacting First Aid Swindon on 01793 380 888.

Alternatively, you may submit your complaint in writing to:

First Aid Education Ltd
8B Hide Market
Waterloo Road
Bristol
BS2 0PL

Information to Include

To help us investigate your complaint efficiently, please provide:

• Your name and address (or company name and address, if applicable)

• The name and date of the course attended

• The name of the training instructor

• A clear description of the issue or concern

• Details of any previous contact with us (including dates and names, if applicable)

• The outcome you are seeking to resolve the complaint

What Happens Next

We will acknowledge and respond to your complaint in writing within five working days of receipt.

If a full response is not possible within this timeframe, we will provide an acknowledgement explaining the reason for the delay and confirm when you can expect a detailed response.

All complaints are formally logged, investigated, and tracked through to resolution. Each complaint is assessed on its individual circumstances to ensure a fair and appropriate outcome.

If You Are Not Satisfied

If your complaint is upheld, you can expect one or more of the following outcomes, as appropriate:

• A written apology

• A clear explanation of our findings

• Confirmation of corrective actions taken to prevent recurrence

• Details of how the issue has been resolved

In some cases, this may include financial compensation or alternative training or services. Any compensation offered will depend on the circumstances of the complaint and any actual loss incurred. Each case is considered on its own merit.

Training Evaluation and Feedback

We continuously review and improve our services through course evaluations and customer feedback. While we aim to resolve any concerns promptly, we also welcome positive feedback.

If there are aspects of our training, materials, delivery methods, or instructors that you found particularly effective, we would be pleased to hear from you. Your feedback helps us maintain high standards and continually improve our training provision.