Complaints Policy
Warwickshire First Aid Training Ltd. is a progressive training organisation that provides mandatory training for a range of organisations.
We provide a range of first aid qualifications through Qualifications Network UK.
At Warwickshire First Aid Training Ltd., 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 from our customers, students, and suppliers about our organisation and outlines our formal procedure for addressing them.
You must report all complaints directly to Warwickshire First Aid Training Ltd.
4 Stage process
Our complaints policy follows a 4-stage process, which we detail below.
The training director will strive to resolve most complaints satisfactorily during the first stage.
If our training director does not resolve the complaint at stage one, you can escalate it to stage two.
If the managing director has not resolved it there, take it to stage three.
Finally, if the third stage fails to resolve the complaint, you can then proceed to the final stage.
Stage one:
- Directly raise a complaint with the trainer/assessor conducting the course, who will address it immediately.
- If the complaint is not about a course, the customer should raise it with the staff member they are in contact with.
Stage two:
- Refer the complaint to the head office of Warwickshire First Aid Training Ltd, where a named contact handles complaints. You can reach them in writing using the following details:
- Michelle Nash, Warwickshire First Aid Training Ltd., 17 Carew Walk, Rugby, CV22 7JH.
- Email: michelle@warwickshirefirstaid.co.uk.
- W: https://www.warwickshirefirstaid.co.uk.
- We will aim to resolve all complaints in writing within 10 working days.
Stage three:
- Send the complaint to Qualifications Network UK. They will investigate and contact you with the results.
- You can reach Qualifications Network UK by calling 020 3795 0559.
Stage four:
- If your complaint remains unresolved at stage four, you can escalate it to Ofqual.
- You can make us aware of your complaint by letter, phone, or email.
Office of Qualifications and Examinations Regulation
2nd Floor, 1 Friargate,
Station Square.
Coventry
CV1 2GN
Telephone: 0300 303 3346
(Lines are open Monday to Friday, 9.00 am to 5.00 pm.)
Textphone: 0300 303 3345
Fax: 0300 303 3348
Email: info@ofqual.gov.uk
Qualifications Wales
Q2 Building
Pencarn Lane
Imperial Park
Coedkernew
Newport
NP10 8AR
Email: contact@qualificationswales.org
Policy: http://qualificationswales.org/media/1444/281015-reg-complaints-awarding-bodies.pdf
CCEA Regulation
Marisa Getgood (Complaints Co-ordinator)
CCEA
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
You will need too
Filing a complaint with the regulators is straightforward. You’ll need to gather a few key pieces of information:
- 1. A clear description of your complaint.
- Your full name and candidate number, if applicable.
- 3. The name and contact number of your training provider.
- 4. Who was the awarding organisation or exam board?
- 5. Course title and code number of the qualification or unit.
Don’t forget to include any relevant supporting documents!
Once you submit your complaint, the regulators will acknowledge it within 2 working days and provide a detailed response within 30 days.
We will do
Warwickshire First Aid Training Ltd. is committed to maintaining a comprehensive written record of all complaints and compliments concerning our business.
This record will be readily accessible to any inspectors or organisations carrying out quality assurance audits.
Our primary focus is to deliver high-quality, customer-oriented training and qualifications.
Consequently, we strive to minimise complaints and address any that arise promptly within our company.
Martyn Coton approved this policy on December 18, 2025, and he will review it on December 17, 2027.
