Complaints Procedure


Each year our medical teams treat hundreds of patients, and our trainers successfully train dozens of new first aiders.  However, there may come a time when you decide we could have done better.


Making a complaint can be a very stressful and upsetting time for you.  Often you want assurance the compliant will be acted upon rapidly and not "brushed under the carpet".  Our system aims to make it as easy as possible.  You won't be put on hold and passed between departments, you won't be expected to fill in numerous forms, and you certainly won't be left wondering when you will receive a response.


All complaints or concerns are passed directly to the Managing Director for immediate review and action.


How to make a complaint

You have a few options available:

  1. Call 0330 111 8679 to chat with one of the team.
  2. Email the office.
  3. Email our Managing Director directly.
  4. Fill in our contact form.


What happens next

Once Paul, our Managing Director has received the complaint or concern he will initiate an immediate investigation into the circumstances. 


While that investigation is taking place you will receive correspondance within 48 hours of the initial complaint (please be aware this may be delayed slightly if the complaint is received on a weekend or bank holiday).


The staff involved will be instructed to complete a statement.  If you have a specific question, this will be put to the staff to answer in their statement.


We aim to complete all investigations within 14 days, although more complex issues may take slightly longer.  When the investigation has been concluded you will be informed in writing of the findings of the investigation.  At this point you will also receive a telephone call from our Managing Director confirming you are happy with the outcome.