Safe Hands First Aid Training Ltd

Complaints Policy

Introduction

We welcomes comments, complaints and compliments about our services and are committed to learning from individual experiences to improve the services we provide.

At Safe Hands First Aid Training Ltd, we value all feedback, including complaints to help us evaluate our Centre’s performance and to inform quality improvements.

We hope that learners and other persons using our services will have no cause to complain about the quality of the service they receive; but nonetheless, we will act fairly, courteously, legally and without bias or prejudice in all such matters, and those who choose to submit a complaint will not be disadvantaged in any way by so doing.

It is important that learner complaints are valued, and every effort is made to resolve learner concerns speedily and effectively.

Learners will be made aware of our Centre’s Complaints Procedures prior to the start of their course and during Learner Induction.

This policy is also available to view at any time via our website and will be offered to any learners on request or when registering a complaint.

Victoria O’Neill Director

2. What this Procedure is for

This Complaints Policy overarches learner dissatisfaction with any aspect of our service, however in the first instance:

  • It is not initially applicable for making enquiries about result or challenging assessment decisions — our Appeals Policy is applicable in this instance.

Learner allegations of malpractice (by the Centre / Staff or another Learner) in relation to the delivery or assessment of qualifications will be addressed using our Policy & Procedures for Dealing with Malpractice.

3. The Process – Information for Learners

Stage 1: Informal Complaint

Should you wish to make a complaint, in the first instance we encourage you to speak to:

the course Trainer / Assessor
If they are unable to resolve your complaint satisfactorily, please contact the

Director, Victoria O’Neill (victoria@safehandstraining.co.uk)

We would ask you to raise the complaint as soon as possible, ideally within 10 working days of when the incident/issue arose. You can also submit your complaint in writing to:

Director

Safe Hands First Aid Training Ltd 6 Craigs Way
Rumford
Falkirk

Stirlingshire FK2 0EU

Telephone: 01324 710 124

Your complaint will be kept confidential. Details will only be given to those people who need to know in order to investigate your complaint.

We will:

  • acknowledge receipt of your complaint within 7 working days;
  • discuss your complaint with you to understand why you remain dissatisfied and what outcome you are looking for;
  • give you a full response to the complaint as soon as possible and within 28 working days;
  • We will tell you if our investigation is going to take longer than 28 working days and will agree a revised date with you.

Stage 2: Formal Complaint

A Formal Complaint is applicable when:

  • you are not satisfied with the outcome of the informal complaint process as above, or
  • feel that the matter is very serious, or
  • feel unable to raise the matter with staff informally.

This complaint should be made directly and in writing to:

Internal Quality Assurer

Safe Hands First Aid Training Ltd 6 Craigs Way
Rumford
Falkirk

Stirlingshire FK2 0EU

Email: gailcorr@btinternet.com Tel. 01324 710 124

Your Complaint will be investigated by our IQA and you will be provided with a definitive response within 28 working days.

Stage 3: Escalation of complaint

Scottish Public Services Ombudsman:

Every effort will be made to resolve all complaints satisfactorily however, should you still be dissatisfied with the outcome after Formal Complaint investigation, you may wish to escalate your complaint to The Scottish Public Services Ombudsman (SPSO).

You can contact the SPSO at:

SPSO (Freepost SPSO) Bridgeside House
99 McDonald Road Edinburgh

EH7 4NS

Freephone: 0800 377 7330
Website www.spso.org.uk
Online contact form www.spso.org.uk/contact-form Complaint forms can also be completed online atwww.spso.org.uk/complain/form

Opening hours:
Monday, Wednesday, Thursday, Friday 9am–5pm Tuesday 10am–5pm

Qualsafe Awards:

As a learner of a QA qualification, you also have the right to complain to the QA as the Awarding Body. Complaints should first be made to the Centre and QA will only accept a complaint after we have opportunity to resolve it. If you feel unable to approach us with your concern, QA will act as an intermediary while still allowing us to review your complaint and propose a solution.

Complaints process

Email your complaint, including as much information as possible, to:

complaints@qualsafewards.org

When the email is received, QA will send you an acknowledgement email within 2 working days and log the complaint. They will review the complaint details and, if required, may ask for further information. Once they have reviewed the complaint details, they will carry out an investigation within 10 working days. If QA are unable to complete our investigation within 10 working days, they will update you on their progress and provide an indication of when they hope to complete the investigation.

Once the QA investigation is complete, they will issue a formal response to you indicating whether the complaint has been upheld or not and providing reasons for the decision. They may also inform any other persons who have been affected by the outcomes of the investigation. All complaints are recorded.

Complaints timescales

QA aim to deal with all complaints as quickly as possible. They will:

  • Acknowledge complaints within 2 working days of receipt

Carry out an investigation and issue:

– a formal response within 10 working days

or

– an update within 10 working days, stating when they will send a formal response

4. Monitoring & Review

The procedures set out in this policy will be widely promoted and are mandatory for all staff involved with delivery of qualifications and/or assessment at Outdoor Learning Service. Failure to comply with these procedures will be addressed without delay and may ultimately result in withdrawal of training/assessing privileges.

We will monitor all feedback received in relation to this policy and will make amendments as necessary. Updates will be communicated through monthly Team Meetings and annual Standardisation Meetings.

This policy will be reviewed annually as well as following:

  • changes in Awarding Body guidance
  • as a result of any other significant change or event.

Dated: 12.01.2020

Next review: January 2021