Heartbeat Training Ltd – Complaints Policy

Effective Date:

1st June 2026

Last Reviewed:

1st Jue 2027

Policy Owner:

Alan Ralfs, Director

1. Purpose

Heartbeat Training Ltd is committed to providing a high-quality and professional service to all clients, learners, and stakeholders. We value feedback and take complaints seriously. This policy outlines our procedure for handling complaints in a fair, transparent, and timely manner.

2. Scope

This policy applies to all individuals and organisations who interact with Heartbeat Training Ltd, including:
- Course participants and learners
- Clients and commissioning organisations
- Instructors, assessors, and staff
- Partners and suppliers

Complaints may relate to training content, delivery, customer service, facilities, administrative processes, or conduct of staff or associates.

3. Principles

We commit to:
- Listening to and addressing complaints promptly and fairly
- Ensuring complaints are handled confidentially
- Learning from complaints to improve our services
- Providing complainants with a clear process and outcome

No person will be penalised for making a genuine complaint.

4. Definition of a Complaint

A complaint is an expression of dissatisfaction about the service, actions, or lack of action by Heartbeat Training Ltd or its staff, which requires a response or resolution.

5. How to Make a Complaint

Complaints can be submitted in the following ways:

In writing to:
Alan Ralfs
Heartbeat Medical Ltd
16 Lurtin Way, Daresbury, WA4 4GJ
Email: admin@heartbeatmed.co.uk

Verbally to a member of staff, where it will be documented and passed to the Director for response.

To help us resolve the issue, please provide:
- Your name and contact details
- A clear description of the complaint
- Any relevant dates, documents, or individuals involved
- The outcome you are seeking (if known)

6. Complaint Handling Procedure

Stage 1 – Informal Resolution
Where possible, complaints should be raised informally with the relevant person (e.g. instructor or admin) at the time of the issue. Many complaints can be resolved quickly and informally.

Stage 2 – Formal Complaint
If not resolved informally, a formal complaint should be submitted in writing. It will be acknowledged within 5 working days and investigated by the Director or a delegated senior member of staff. A written response will be provided within 15 working days (or with regular updates if longer is needed).

Stage 3 – Escalation
If the complainant is not satisfied with the outcome, they may request a review. This will be conducted by someone not previously involved. A final decision will be communicated within 10 working days of the review.

7. Confidentiality

All complaints will be handled sensitively. Information will be shared only with those necessary for the investigation and resolution.

8. Record-Keeping

A record of complaints will be maintained, including outcomes and actions taken. These records will be reviewed periodically to identify trends and inform service improvements.

9. Complaints About Accredited Courses

If the complaint relates to an accredited course (e.g., Resuscitation Council UK or Qualsafe Awards), and the internal process has been exhausted, the complainant may escalate their concern to the awarding body in line with their complaints procedure.