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Complaints policy

Remote First Aid is a progressive training organisation providing mandatory training to a range of organisations. We provide a range of First Aid, health and safety, food safety, education and training, assessing qualifications through a range of regulated Awarding Organisations and Trade Bodies.

At Remote First Aid we are committed to providing high quality training and qualifications, and to ensuring that equality of opportunity underpins all aspects of our work.

This policy relates to complaints that our customers, students and suppliers may have about our organisation and sets out our formal procedure for dealing with such complaints.

It is important that all complaints are raised directly with Remote First Aid.

Our complaints policy is a four stage process, each process is detailed below, most complaints will be resolved to a satisfactory standard at stage one.

If the complaint is not resolved at stage one then it should be escalated to stage two and if not resolved again it should be escalated to stage three, finally if not resolved at the third stage the final stage should be used.

Stage one:

ŸComplaint is raised directly with the trainer/assessor conducting the course, who will deal with the complaint at the time that it is raised.

ŸIf the complaint is not about a course but about another aspect of our business services, then the complaint should be raised with the staff member the customer is in communication with in the first instance.

Stage two:

ŸIf stage one fails to satisfy the complainant they will be referred to Remote First Aid’s head office where the Head of Centre will review the compliant, they can be contacted, in writing by using the following details:

ŸHead of Centre, Remote First Aid, Unit 5, Riverside Court, Beaufort Park, Chepstow, NP16 5UH.

ŸRemote First Aid will aim to resolve all complaints within 10 working days and in writing from time of receipt of correspondence.

Stage three:

Complaints about outcomes of a learners performance will be referred to the relevant Awarding Organisation or Trade Body, who will carry out an investigation into the complaint and will contact the complainant with the results of their investigation once completed.

Complaints about our other business services will be handled in-house by our customer services head.

Stage four:

Stage four is the final stage of the complaint, if your complaint has not been resolved, you can take your complaint to Ofqual if it relates to a outcome from a learners performance.

If the compliant relates to any other services we offer, we will advise which statutory body would handle your complaint, such as Trading Standards, Food Standards Agency, Health & Safety Executive and others.

You can make us aware of your complaint by letter, phone or email.

Office of Qualifications and Examinations Regulation
Earlsdon Park,

53-55 Butts Road,



Telephone: 0300 303 3346
(Lines are open Monday to Friday, 9.00am to 5.00pm)

Textphone: 0300 303 3345

Fax: 0300 303 3348

Email: info@ofqual.gov.uk

Policy: https://www.gov.uk/government/organisations/ofqual/about/complaints-procedure


Qualifications Wales

Q2 Building

Pencarn Lane

Imperial Park



NP10 8AR

Email:  contact@qualificationswales.org

Policy: https://qualificationswales.org/english/publications/complaints-about-awarding-bodies/


CCEA Regulation

Marisa Getgood (Complaints Co-ordinator)
29 Clarendon Road
Clarendon Dock
Belfast BT1 3BG

Email: mgetgood@ccea.org.uk

Telephone: +44 (0)2890 261407

Fax: +44 (0)2890 261234

Text Phone: (0)2890 242063

Policy: https://ccea.org.uk/about_us/contact_us/complaints/make_complaint


You need to provide regulators with the following information:

  • Ÿ  What the complaint is about
  • Ÿ  Your full name and candidate number (if you have one)
  • Ÿ  The training provider’s name and number
  • Ÿ  The name of the awarding organisation or exam board
  • Ÿ  The qualification or unit title and code number
  • Ÿ  Copies of any relevant supporting documents

Regulators promise to:

  • Ÿ acknowledge receipt of your complaint within two working days of receiving it
  • Ÿ give you a full response within 30 working days.

Remote First Aid will keep a written record of all complaints and compliments made about our business, this will be made available to any inspectors or other organisations that conduct Quality Assurance based audits.

Our primary is to provide high quality customer focused training and qualifications; therefore, we aim to have very few complaints and certainly aim to resolve any complaints within our company.

This policy was approved by: Peter Cook, Head of Centre Dated December 2017

Review Due December 2019

You may view or download this policy in PDF format below.