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Customer Service Charter

First Aid for Life Customer Service Charter

Our Customer Services Charter states that:

We are dedicated to providing the highest quality practical First Aid training in the most cost effective manner, while freely allowing individuals to learn and realise their potential without hindrance or prejudice of any kind.

All enquiries will be answered within 48 hours in person or via email.  If you do not get a response to an email it may be that our spam filter is being over cautious, so please call us or use the form on the contact us page of our website.

We guarantee your money back if you are not satisfied with the training you receive.  As a company that offers accredited first aid training we have a full complaints procedure in place and if the trainer on a course cannot rectify the problem, we will use an external adjudicator to reach a verdict. For more information on any of these policies please contact our office.

We are regulated by:

Qualsafe who provide approval on behalf of the Health and Safety Executive for Emergency First Aid at Work and First Aid at Work courses

All our trainers are annually moderated and regularly verified by our Qualsafe.

 

Complaints & Procedures Policy

At First Aid for Life we try to give the best possible service in all areas of the work, but we accept that, from time to time, something may go wrong or you may be unhappy with the training and/or assessment you have received. When this happens we’d like to know so that we can try to put things right. This document outlines the policies and procedures that we adhere to in the event of either a complaint or an appeal in respect of an assessment.

The Policy

We view complaints as valuable feedback about our service, and will use the feedback to review how we do things, to learn from our mistakes and to improve the service you receive from First Aid for Life.

We know that making a complaint can take time and seem daunting. This policy explains how to complain, and how we will deal with your complaint.

The principles behind the Complaints Policy

All companies have a duty to act legally, fairly, responsible and reasonably.  First Aid for Life must be able to demonstrate as an organisation that it follows all these principles in all of its areas of activity. An important part of this is having publicly available procedures for dealing with complaints whether from individuals or organisations.

We are aiming for:

consistency with current UK best practice in this area

simplification of procedures to minimise administration and cost

avoid duplication of complaint records

transparent implementation

 

What is a complaint?

A complaint is a demonstration of unhappiness about the service we provide, including the conduct of our staff, or the action we take (or do not take). Anyone distressed by our service, the conduct of our staff or our actions can make a complaint. This policy provides step-by-step guidance on how to complain to Shield first Aid and Safety Training about areas of our work.

 Making a complaint

Our aim is to resolve complaints quickly and at an early stage. First of all, please raise your complaint with the Trainer that you have been dealing with.

Let them know what the problem is, how it happened, and what you’d like us to do to sort it out. You can get in touch with them by telephone, letter or email (contact details are given later in this document). They will do their best to try and find a solution as quickly as possible.

If however you are not satisfied with the response you get, you can contact

Emma Hammett at
First Aid for Life,
74 Ramsden Road
Balham
London SW12 8QZ

emma@firstaidforlife.org.uk

or telephone 0208 675 4036

Whatever method you use, please make sure you tell us about:

the problem, including what has happened, when it happened, and the background to the problem, if you think it’s relevant

what you’ve done to try and sort it out; and

what you would like us to do to put things right

Whether you send a letter or email it is a good idea to keep a copy.

Emma will acknowledge receipt of your complaint within five working days

We will advise you when you can expect to receive a full response and investigate the situation thoroughly responding  to your concerns within 20mworking days of receiving your complaint.

Sometimes, if the complaint is complicated and we need to get answers from different people, it may take longer than 20 working days for us to get back to you. If this happens, we will let you know and keep you informed of progress.

Investigating Complaints

Once we have received your complaint, we will investigate the complaint and send you a letter explaining our findings within 20 working days of receiving your complaint.

Please note that if you are complaining about a person or a group of people, we have to seek permission from you before copying the complaint material or approaching those complained about to convey the facts of the complaint to those complained against. This is normally in the form of a letter and may increase the length of the investigation.

 

We will keep you informed of the progress of the investigation if it is longer than anticipated and try to keep the investigation to a reasonable timescale.

I’m unhappy about the outcome of my complaint – what can I do?

If you are unhappy with our findings, you can ask for the complaint to be reviewed again or contact Qualsafe if the course is an HSE approved course governed by their Complaints Policy. First Aid for Life will provide all contact details for Qualsafe should you wish to contact them direct.

Our Appeals Procedure

A candidate may appeal against an assessment decision given on one of our courses if he/she is not satisfied with the result he/she has been given, or that for whatever reason he/she feels that he/she has not been fairly dealt with or has been discriminated against because of his/her race, colour, disability, ethnic or racial origin, religion, age, gender, marital status, sexual orientation, ability or political opinion. To do so the candidate must instigate the following procedure within 5 days of the assessment decision being made known to him/her.

The appeal can firstly be lodged verbally with the relevant trainer, however should this not bring a satisfactory response; your appeal should then be put in writing to Emma Hammett within a further 5 working days

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