Complaints Procedure

Purpose

This procedure is intended to ensure that FFA (Fire and First Aid) LTD manages complaints in a fair, efficient and effective way.
It provides guidance to customers who wish to make a complaint regarding consultancy, services and courses.
While FFA (Fire and First Aid) LTD aims to ensure no customer has a complaint, it enables the company to:
Provide a structured process for the management of complaints in a timely and cost-effective manner.
Provide information for continuously improving our business, services and courses.
Boost public confidence in the company.

Scope

This procedure applies to FFA (Fire and First Aid) LTD employees and customers.

Definitions

Anonymous complaint – Expression of dissatisfaction made and the complainant doesn’t want to be identified. These complaints will
be accepted and an investigation carried out without resolution being issued to the complainant.
Complaint – Expression of dissatisfaction made about the consultancy, services and training courses including delivery and content,
and the resolution response required. These complaints will be accepted and an investigation and resolution issued to the complainant.
Confidentiality – Protects the identity of the complainant where it is practical and appropriate. Personal information that identifies an individual will only be disclosed or used by FFA (Fire and First Aid) LTD as permitted under the UK relevant privacy laws.
Dispute – An unresolved complaint that is escalated to an external organisation.

Complaint structure

At FFA (Fire and First Aid) LTD complaint process is managed at 3 levels:
Level 1 – Complaints received at consultation, service or training course on the day.
Level 2 – Complaints received by FFA (Fire and First Aid) LTD after the event by phone (followed up in writing), email or
writing.
Level 3 – Complaints received that require escalation to an external organisation or regulatory

The information on the complaints process is provided in the initial contract agreement and within training presentation package.

Level 1:
Verbal complaint may be received by person on the day, FFA (Fire and First Aid) LTD will consider if it should be dealt with
at the time or escalated to level 2.
Always try to resolve the complaint quickly, wherever possible.
Provide a decision on the complaint and check customer satisfaction.
Record the complaint and resolution if necessary.
Level 2:

Complaint may be received by email, in writing or via a phone call (followed in writing) FFA (Fire and First Aid) LTD will
consider if it should be dealt with at the time or requires investigation.
Send acknowledgment within 3 working days.
Always try to resolve the complaint quickly within 5 working days, wherever possible.
If the complaint requires investigation, provide the complainant your decision and that the complaint will be resolved within
35 working days.
Provide a decision on the complaint and check customer satisfaction.
If the complaint cannot be resolved and escalated to level 3
Record the complaint and resolution.

Level 3:
Complaint may be received that requires an external organisation to resolve.
Send acknowledgment within 3 working days with the decision and advise the external organisations timescales.
Record the complaint and relevant external organisation/regulator details
For first aid: The First Aid Industry Body (FAIB), Contact details: 4 Ashdown Avenue, Woodley, Stockport, SK6 1LI.
Telephone: 0161 4949045, email: info@faib.co.uk
Complaints received directly by external FAIB, must be in writing, an investigation may be conducted in an unannounced
visit to the FFA (Firs and First Aid) LTD.
For FAIB complaints the following must be provided:
Administrate course management system
Standards for the first aid certificate
Delegate’s evaluation form
Complaints procedure
Qualification and standards of trainer/assessor
Trainer/assessor monitoring
Training venue standards
Training equipment standards
First aid standards for training course
Quality Assurance procedure
Equal opportunity policy

Responsiveness

FFA (Fire and First Aid) LTD is committed to promptly acknowledge receipt of complaints.
Will assess and prioritise complaints in accordance with the urgency or seriousness of the issues raised.
Will address each complaint with integrity, honesty, objectively and unbiased manner.
Where complaints raised by person(s) unreasonable behaviour, their conduct can significantly affect FFA (Fire and First Aid) LTD
business, appropriate proactive actions will be conducted through external organisations.
Receipt of complaints
Unless the complaint cannot be resolved at the training session, a record of the complaint will be retained on file.

Information held on file record:
Complainants name and contact details
Acknowledgment of record
Complaint details (including date, person(s) involved, complaint description)
Any suggestions the complainant would like to see happen
Supporting documentation or information
Information regarding any escalation level 3 and the external organisation name and address
Any external organisation response.

Addressing the complaint

After acknowledging receipt of the complaint an initial assessment will be made to ensure it is within the company’s control or
compliance of the UK legislation and standard.
If the complaint is subject to the company’s control then it will be investigated, and the complainant updated on the progress until resolution.
If the complaint is subject to the UK legalisation or other company documentation/information, then it will not be investigated and the complainant will be advised of this and if applicable will provide the contact details.

Resolution of the complaint

Following consideration of the complaint and any investigation into the issues raised, the complainant will be advised on:
The outcome of the complaint.
The reasons for the decision.
Customer feedback.

Closing the complaint

FFA (Fire and First Aid) LTD will ensure that outcomes are implemented (if necessary), monitored and recorded on file record.
Complaints will be held on file for 3 years from date the complaint was received by FFA (Fire and First Aid) LTD.

Monitoring complaints

FFA (Fire and First Aid) LTD will continually monitor complaints received to ensure an effective management system and continuous improvement for best practise for handling complaints.
All complaints will held on file for 5 years