Some useful information..

Our Complaints Procedure

We are very proud that in 10 years of training first aid we have never had any complaints and hopefully we will keep it this way.
However, if you are unhappy about any aspect of our services we would definitely rather hear about it so please use the information below to get in touch.
We are always looking to improve our service so if you have any feedback you wish to share, please ensure you let us know.

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We take all complaints seriously and are committed to providing a professional, effective, and courteous training service to all our customers and training delegates. We appreciate though, that on occasion there may be a reason for complaint. If you are dissatisfied with any of our courses or Trainers, we want you to tell us. This will allow us to resolve your complaint, and try to ensure it does not happen again.

If you wish to make a complaint please follow the following procedure.. All our staff receives guidance on how to handle complaints.

How do I make my complaint?

You may be able to resolve your complaint by taking it up immediately with the individual trainer concerned, or by calling  Firstaid Bristol on 0117 2443563.

You can also use the complaints link on our website at www.firstaidbristol.co.uk or in writing to

First Aid Bristol LTD
28 Charminster Rd,
Fishponds,
Bristol,
BS16 3QZ

You should include in your complaint:

Your name and address (or company name and address if appropriate);
The name and date of the course you attended;
The name of the Training Instructor
Information outlining your cause of complaint;
The name, time and date of the person you wrote or spoke to previously if applicable;
Details about what has gone wrong or has not been handled properly;

Tell us what you expect from us to help resolve your complaint.

What will happen next?

We will respond in writing, within 5 working days of receiving your complaint. If this is not possible, we will send you an acknowledgement explaining why we cannot provide you with an immediate response, including details of when you can expect a full reply. We recognise that each complaint is different and that we will need to deal with each one in the most appropriate way. All complaints are logged in our database and then tracked to completion. What if I am not satisfied with the initial response?

We aim to provide a high standard of service but, unfortunately, there may be times when our customers have cause for complaint. If this happens you are entitled to expect any one, or a combination, of the following:

An apology;
An explanation;
An assurance that the same mistake will not happen again;

Details of the action we have taken to put things right.

You may also be entitled to financial compensation and/or alternative training courses/services. Compensation will depend on the circumstances, and any actual loss suffered or costs incurred. Each claim is considered on its own merit.

Training Evaluation and Feedback

One of the best ways we can continue to improve our service is by training evaluation, listening to, and responding to our customer views. We hope that there will not be cause for complaint, but if there is, we promise to act promptly to get early resolution. Our aim is to learn from any complaints, and improve the effectiveness of our courses and training techniques. Please also take the time to tell us when we get it right. If there is any specific part of our training course, course materials, Instruction techniques or Instructor that you found particularly effective, please let us know so that we can maintain our good practices.

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