Complaints Procedure
Effective Date: 09/08/25
Business Name: React Well First Aid Training
1. Purpose
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This procedure explains how complaints are handled to ensure they are addressed fairly, promptly and in confidence.
2. Scope
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This applies to all clients, delegates and businesses who have booked or attended training delivered by React Well First Aid Training.
3. How to Make a Complaint
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Complaints should be submitted in writing by email to: helen.charlesworth@reactwell.co.uk
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Please include:
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- Your full name and contact details.
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- The course title and date attended (if applicable).
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- A description of your complaint, including relevant details or evidence.
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- The outcome you are seeking.
4. Timeframe for Submitting a Complaint
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Complaints should be made within 14 calendar days of the incident or course date.
5. Acknowledgement
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We will acknowledge your complaint within 2 working days of receipt.
6. Investigation
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As a sole trader, all complaints will be reviewed personally by the business owner/trainer.
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This may include reviewing training records, course feedback and any relevant communications.
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If needed, we may contact you for further clarification.
7. Outcome
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A written response will be provided within 10 working days of the acknowledgement.
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If more time is required (for example, due to gathering additional information), you will be informed and given an updated timeline.
8. Resolution
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Where the complaint is upheld, we will offer appropriate remedy, which may include:
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- An explanation or apology
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- A correction or improvement in service
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- A partial or full refund
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- A course rebooking at no extra cost
9. Final Stage
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If you are not satisfied with the outcome, you may request that the decision be reviewed by an independent trainer or relevant accrediting body (if applicable).
10. Confidentiality
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All complaints will be handled in confidence. Details will only be shared where necessary to resolve the matter