Complaints Procedure

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

This policy applies to all individuals and organisations who interact with Primary Care Training Services, including:

• Course participants and learners
• Customers and commissioning organisations
• Instructors, assessors, and employees
• Partners and suppliers

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

We are committed 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.

1How to Make a Complaint

Complaints can be submitted:

• In writing to Jennie Stanley, Managing Director, First Floor, 2 Queen Street, Northwich, CW9 5JL, or by email to admin@primarycaretrainingservices.co.uk
• Verbally to a member of staff, where it will be documented and passed to the Course 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)

2Complaint 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.

3Confidentiality

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

4Record-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.

5Complaints 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, you have the right to escalate your concern to the awarding body in line with their complaints procedure.