Complaints and Feedback Policy

At First Aid Cardiff, we are committed to delivering a professional, effective, and courteous training service. We take all complaints seriously and view them as an opportunity to improve. While we aim to meet the highest standards at all times, we recognise that concerns may occasionally arise. If you are dissatisfied with any aspect of our training or instructors, we encourage you to let us know so we can address the issue promptly and help prevent it from happening again.

All staff receive appropriate guidance on handling complaints.

How to Make a Complaint

In many cases, issues can be resolved quickly by raising them directly with the course instructor or by contacting us by telephone on 029 2280 8800.

If you wish to submit a formal complaint, please write to:

First Aid Cardiff
106 Nantgarw Road
Caerphilly
CF83 1AP

To assist us in investigating your complaint, please include:

• Your name and address (or company details, if applicable)

• The course name and date attended

• The name of the instructor

• A clear description of the issue

• Details of any previous contact regarding the matter

• The outcome you are seeking

What Happens Next?

We aim to respond in writing within five working days of receiving your complaint. If this is not possible, we will acknowledge receipt and advise when a full response can be expected. All complaints are recorded and monitored through to resolution, with each case handled appropriately based on its individual circumstances.

If You Are Not Satisfied

Where a complaint is upheld, you may expect one or more of the following outcomes:

• A formal apology

• A clear explanation of what occurred

• Confirmation of steps taken to prevent recurrence

• Details of any corrective action implemented

Where appropriate, compensation or alternative training may be offered. Any such decision will depend on the circumstances and any demonstrable loss incurred, and each case is assessed on its own merit.

Training Evaluation and Feedback

Feedback plays a vital role in maintaining and improving our training standards. We actively encourage learners to share their experiences, whether positive or constructive. While we aim to avoid complaints, should one arise we will act promptly to resolve it and use the feedback to enhance our courses, materials, and teaching methods.

We also welcome positive feedback and appreciate hearing when aspects of our training, instructors, or materials have been particularly effective, allowing us to continue best practice.