Main Menu

Policy and Procedures

Appeals and Complaints Procedure

 

 

We aim to please, however if you feel unhappy with the service we provide the conduct of our instructors or the result of your assessment please follow the process below. 

 

Stage 1

Contact the Lead Instructor:  Please submit your complaint via email to This email address is being protected from spambots. You need JavaScript enabled to view it.

 

Firstaidsouthampton.co.uk will then acknowledge the complaint within 3 working days and start an investigation. 

 

  1. The complaint will be reviewed by an instructor who was not involved with the course.
  2. The outcome of his/her investigation will then go to the Company Owner and our internal Quality Assurance who will conduct a full desktop review of the courses paperwork and any further evidence.
  3. The candidate will be informed with the decision via email within 14 days. 

  

Stage 2

If the complainant is unhappy with firstaidsouthampton.co.uk response, there is a further appeals procedure involving Qualsafe Awards. 

 

After firstaidsouthampton.co.uk have tried to resolve your complaint you can appeal our decision by emailing your complaint to: This email address is being protected from spambots. You need JavaScript enabled to view it. 

A £100 Fee to Qualsafe will have to be paid for them to investigate further.  They will aim to complete their investigation within 20 days of receiving your complaint. 

 

The result of the investigation will be:

Upheld and will detail to you the actions required. 

Or

Not upheld detailing the reasons and your further right to appeal via our  Governing body.

 

Stage 3

If your appeal is not upheld you can ask the Governing Body to review the appeals procedure.

 

You should request this in writing no more than 15 working days from Qualsafe appeal decision date:

 

You must include:

  • Details fo the original appeal
  • A Statement about why you think the appeals process is flawed and why the decision is incorrect.
  • Apply supporting evidence. 
  • There is a £200 Fee to Qualsafewards, however this will be refunded if the complaint is upheld.

 

The result of their investigation will be:

Upheld and will detail to you the actions required. 

Or

Not upheld detailing the reasons and any further actions that need to be taken.