At Firstline Medical Training, we’re committed to delivering high-quality training and an excellent learner experience. If something doesn’t meet your expectations, we want to know so we can put it right.
1. Purpose
To provide a fair,transparent, and timely process for handling complaints related to Firstline Medical Training’s courses, services, trainers, and staff.
2. Scope
This policy applies to allc omplaints made by learners, freelance trainers, clients, or any other stakeholders.
3.Definition of a Complaint
A complaint is any expression of dissatisfaction regarding the quality of service, training delivery, conduct of trainers or staff, equipment, or any other aspect of Firstline Medical Training’s operations.
4. How to Make a Complaint
Formal complaints can be submitted in writing by email to: complaints@firstlinetraining.co.uk
5. Complaints Process
Step 1: Acknowledgement - all complaints will be acknowledged within 3 working days of receipt.
Step 2: Investigation - the complaint will be investigated promptly and fairly by an appointed officer or manager. Additional information maybe requested from the complainant or other relevant parties.
Step 3: Resolution - a response detailing the outcome of the investigation and any proposed actions will be provided within 15 working days. If a resolution cannot be reached within this timeframe, the complainant will be informed of the delay and given a new estimated response date.
Step 4: Appeal - if the complainant is dissatisfied with the outcome, they may appeal by submitting a written request for a review within 10 working days of receiving the response. The appeal will be reviewed by a senior manager not involved in the original investigation, and a final decision will be communicated within 15 working days of the appeal request.
6. Confidentiality
All complaints will be handled confidentially, with information disclosed only to those involved in the investigation and resolution process Personal data will be processed in accordance with data protection laws.
7. No Retaliation
Firstline Medical Training prohibits retaliation against anyone who raises a complaint in good faith.
8. Continuous Improvement
Complaints will be analysed to identify trends and improve services and policies.
9. Record Keeping
Records of all complaints, investigations, and outcomes will be securely maintained for a minimum of three years.