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Complaints Procedure

Last updated: July 2026

GO! First Aid is committed to providing high-quality training and services. We value feedback and take complaints seriously as an opportunity to review our services, address concerns and make improvements where appropriate.

This procedure explains how you can raise a complaint and how GO! First Aid will respond.

1. Who Can Make a Complaint?

A complaint may be made by anyone who has used, received or been directly affected by a GO! First Aid service.

This may include:

Learners
Customers and clients
Employers and organisations
Parents or guardians, where appropriate
Other individuals directly affected by our services

2. What Can I Make a Complaint About?

You may make a complaint about any aspect of the services provided by GO! First Aid.

This may include concerns relating to:

The quality or delivery of training
The conduct or behaviour of a trainer or representative of GO! First Aid
Course administration or communication
Bookings or customer service
Online or blended learning
Assessments or assessment processes
Certification
Accessibility or reasonable adjustments
The way a previous concern has been handled

Where possible, we encourage concerns to be raised as soon as they arise, as this may allow the issue to be resolved quickly and informally.

3. How to Make a Complaint

In the first instance, you are welcome to contact us to discuss your concern. We will aim to resolve straightforward issues quickly and informally wherever possible.

If you wish to make a formal complaint, please provide details of your complaint in writing by email to:

info@gofirstaid.co.uk

Please include, where possible:

Your name and contact details
The course, service or booking your complaint relates to
The date of the course or incident, where applicable
A clear description of your concern
Details of any steps already taken to resolve the matter
Any relevant supporting information or evidence
The outcome you are seeking

Providing this information will help us investigate and respond to your complaint effectively.

4. What Happens After You Make a Complaint?

We will aim to acknowledge receipt of a formal complaint within 3 working days.

Your complaint will be reviewed fairly and objectively.

As part of our investigation, we may:

Review relevant correspondence and records
Review course or assessment documentation
Speak with the trainer or other individuals involved
Request further information from you
Consider relevant policies, procedures, standards or regulatory requirements

We will handle complaints sensitively and share information only where necessary to investigate and respond to the complaint or where required by law.

5. Responding to Your Complaint

We aim to provide a full response to formal complaints within 28 working days.

Where an investigation is particularly complex or requires information from another organisation, it may take longer to provide a full response.

If this happens, we will explain the reason for the delay and provide an update on the progress of your complaint.

Our response will normally explain:

How the complaint was investigated
Our findings
Whether the complaint has been upheld, partially upheld or not upheld
Any action we intend to take, where appropriate
Any further steps available to you

6. Possible Outcomes

Depending on the circumstances and findings of the investigation, action may include:

Providing an explanation or clarification
Offering an apology
Correcting an error
Reviewing or improving a process
Providing additional training or guidance
Taking appropriate action to prevent a similar issue occurring again
Another appropriate resolution based on the circumstances

The outcome of each complaint will depend on the individual circumstances.

7. If You Are Not Satisfied With the Outcome

If you are not satisfied with our response, you may request a review of the complaint.

You should explain why you remain dissatisfied and provide any additional information you believe should be considered.

As GO! First Aid is operated as a sole-trader business, any review will focus on whether:

The complaint was investigated fairly
Relevant information was properly considered
The procedure was followed
The outcome and any action taken were reasonable and proportionate

We will consider any new or relevant information provided and respond to your request for a review.

8. Complaints Relating to Regulated First Aid Training

Where a complaint relates specifically to training regulated by the First Aid Industry Body (FAIB), you should first follow the GO! First Aid Complaints Procedure and allow us the opportunity to investigate and respond.

If the matter cannot be resolved through our complaints process, you may be able to raise the matter with FAIB in accordance with its own procedures and requirements.

9. Confidentiality and Data Protection

Complaints will be handled as confidentially as reasonably possible.

Information may be shared with individuals involved in investigating the complaint, professional advisers, insurers, regulators or other organisations where necessary or legally required.

Personal information relating to complaints will be handled in accordance with our Privacy Policy and applicable UK data protection legislation.

10. Unreasonable or Abusive Behaviour

GO! First Aid is committed to treating complainants fairly, respectfully and professionally, and we expect the same standards of behaviour towards our trainers and representatives.

We may take appropriate steps where communication or behaviour is abusive, threatening, discriminatory, excessively persistent or otherwise unreasonable.

This will not prevent a legitimate complaint from being considered fairly.