Complaints Policy

At First Aid Exeter, we are committed to delivering a professional, effective, and courteous training service. We take all complaints seriously and view them as an opportunity to improve our services. If you are dissatisfied with any aspect of our training or delivery, we encourage you to let us know so we can address the issue promptly and help prevent it from happening again.

All staff receive guidance on how to handle complaints appropriately.

How to Make a Complaint

In many cases, concerns can be resolved quickly by raising them directly with the course instructor or by contacting us on 01392 327 888.

If you prefer to submit a formal complaint, please write to:

First Aid Bristol
48 Queen St, Exeter EX4 3SR

To help us investigate your complaint efficiently, please include:

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

• The course name and date attended

• The name of the instructor

• A clear description of your complaint

• Details of any previous contact with us regarding the issue

• The outcome you are seeking

What Happens Next?

We will acknowledge your complaint and aim to provide a written response within five working days. If a full response is not possible within this timeframe, we will explain the reason for the delay and confirm when you can expect a detailed reply.

All complaints are recorded, investigated, and tracked through to resolution. Each complaint is considered individually and handled in the most appropriate manner.

If You Are Not Satisfied

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

• A formal apology

• A clear explanation of what went wrong

• Details of corrective action taken

• Assurance that steps have been taken to prevent recurrence

Where appropriate, we may also offer compensation or alternative training. Any such decision will be based on the individual circumstances and any demonstrable loss incurred.

Training Evaluation and Feedback

We actively encourage feedback as part of our commitment to continuous improvement. Complaints help us refine our courses, materials, and teaching methods, and we are equally keen to hear when we get things right.

If there is an aspect of our training, resources, or instruction that you found particularly effective, we welcome your feedback so we can continue to maintain high standards.