01245 92 82 72
Polices, Procedures and Terms & Conditions

UK First Aid and Safety Training Polices, Procedures and Terms & Conditions. 

Booking & Payment Terms and Conditions Policy,V4 Mar 2020

Legal Due Diligence Clause

We expected our staff and learners to have the best positive environment possible.

  1. All learners booking on to our courses are expected to display the highest respected, towards others including course staff & property, venue property & Staff and other learners and property. Any reports of bulling, threatening behaviour, unacceptable language, breach of equal opportunities, breaches of health & safety or damage to any parties will not be tolerated. We will fairly investigate and reserve the right to remove the guilty party from the course and they will forfeit their course fees or be invoiced in full for them. In addition, we will report to the appropriate authorities.
  2. Any damage, loss, liability will be down to the individual causing it to resolve with the affected party, no learner will hold UK First Aid and Safety Training liable for any loss, damage, compensation, breakages. UK First Aid and Safety Training will require full reimbursement for any loss, damage or liability a learner has caused.
  3. To minimise disruption our courses any learners that are 20 minutes or more late at the start of the day will be turned away if the course has already started unless they have an exceptional reason to be late or prior permission from us. Latest from breaks will not be tolerated as this will interfere with the minimum time, we need to run courses. Please be punctual always.

 

Booking

 

  1. A booking will not be confirmed by UK First Aid and Safety Training until they have had the required deposit, full payment or official purchase order by approved accounts.
  2. Cancellations can be made by UK First Aid and Safety Training or the booking party at any time, however the following clauses apply.

A: The booking party cancel up to 21 days prior to the start of the course start date then a 50% retention of existing payments will be retained or in they have an official account they will be invoiced for the amount. For 10% of the course fee as an administration fee they can changes to another suitable course taking place with UK First Aid and Safety Training that is currently advertised.

B: UK First Aid and Safety Training have the right to cancel, change venue, revoke course, terminate contract with out reason or notice. The booking party will not hold UK First Aid and Safety Training liable for any loss or out of pocket expenses.  The booking party can have a full refund of payment made with in 28 days or be transferred free of charge to another suitable UK First Aid and Safety course.

  1. Any learner removed from a course due to breach of clause 1 or 3 in this document will be invoiced in full for their course if paying by account or will loose the full course fee.

 

Payments

  1. All course payments must be settled in full, from either the customer, their employer, sponsor or booking agent prior to any certificates being released to them. Official accounts holders must have cleared all invoices in full.
  2. Non account holders must pay in full to be secured a place on the course.
  3. Account holders must pay all invoices with in 28 days of the invoice date, failure to do so will start our late payment clause (see below).
  4. Late payments will receive a 20% of the total cost as an administration fee the day after the deadline. We will claim an additional 5% of the invoice amount (include late fees) each fortnight or part fortnight it is outstanding. In addition, recovery fees, legal fees will be added to the invoice.
  5. Extensions to deadlines for payments must be agreed by UK First Aid and Safety Training by email at least one day prior to deadline expiring. Please contact us as soon as you have difficulties in making a payment.

 

These conditions can be agreed by the employer, taking full responsibility for the learner or the learner can agree to them directly.

Customer Services Charter Statement V7, Jan 20

UK FIRST AID AND SAFETY TRAINING excels to offer exceptional levels of customer services. We aim to be the markets leading in customer care, support and dedication in awarding qualifications and training providing.  We set out to do this by enforcing the following polices:

  1. You will get from UK FIRST AID AND SAFETY TRAINING the upmost respected, care and individual attention. We will listen to you and do all in our control to resolve any issues or answer any questions.
  2. We aim to answer your telephone call within 6 rings or have an automatic answer machine to take you telephone call. All answer phone messages will be returned in 24 hours or less.
  3. All emails will be acknowledged within one hour and replied to within 24 hours.
  4. Will reply to any mail within 72 hours. Please note our preferred contact is email for speed and efficiency and may email an attachment of the reply.
  5. We will listen to you and ask for feedback improving our services and development our products.
  6. We will take care of your personal data and items sending to UK FIRST AID AND SAFETY TRAINING.
  7. We will go the extra mile to make sure our learners and centres have an exceptional positive experience.
  8. We will treat everyone equal and not discriminate in any way.
  9. We respect those that respect us, we treat those that care about our organisation with the upmost respect. Those that don’t care about us will not be respected or tolerated at UK FIRST AID AND SAFETY TRAINING. Following our high standards of quality assurance gains our respect.
  10.  Customer services available more days and hours than a standard awarding office to support and care for the customer.

[/vc_column_text][/vc_column][vc_column width=”1/3″][vc_single_image image=”1271″ alignment=”center” style=”vc_box_shadow_circle_2″][vc_column_text]

Complaints, Comments and Suggestions Procedure, V7 Jan 2020

Should learners wish to complain about any services provided by  (UK FIRST AID AND SAFETY TRAINING) they are advised to follow the procedure stated below.

 

It is ultimately the responsibility of the Head of operations, Paul Salmon to ensure that this procedure is published and accessible to all personnel, learners and any relevant third parties.

 

Stage 1- Raising the Complaint

 

Complaints for courses must be notified during the course to the appropriate course staff or emailing complaints@paulrsalmon.co.uk. Learners taking part in courses or other services that require a course evaluation sheet to be completed, must clearly indicate a complaint in the relevant boxes and give details, UK FIRST AID AND SAFETY TRAINING  will not accept any complaints once a course has finished if the learner has not made them aware prior to leaving the course.

 

All complaints must be emailed to complaints@ukfirstaidandsafetytraining.co.uk with the following:

 

  • Full details of complaint with, evidence supporting and any witnesses.
  • What outcome you are after.

 

This must be done within 3 working days of any course or issue.

 

Stage 2 – Investigation by UK FIRST AID AND SAFETY TRAINING  

 

UK FIRST AID AND SAFETY TRAINING will acknowledge the complaint normally within 5 working days and investigate and offer a resolution or outcome within 28 working days:

 

Stage 3 – Escalation of the Complaint

 

The complaint must be escalated to seniorleadershipteam@ukfirstaidandsafetytraining.co.uk within 3 working days with the full reason you are not happy with outcome and provide any new evidence you have.

 

Stage 4 – SLT Intervention

 

Our senior leadership team with make a full investigation and report their finding back with a resolution or outcome within 28 days.

 

Stage 5 – External Escalation

 

You must confirm you wish the complaint to be escalated by emailing seniorleadershipteam@ukfirstaidandsafetytraining.co.uk within 3 working days.

UK FIRST AID AND SAFETY TRAINING  will give you details of the awarding body or our external complaints company that is independent of us as well as let you know of any fees applicable (our external charges a fee that is refunded by us if found to be in the third party favour) .

Appeals and Disputes Procedure for Learners, V7 Jan 20

Learners wishing to appeal must do so within 3 working days of receiving the disputed assessment decision and are advised to keep copies of all documents relating to the appeal.

 

It is ultimately the responsibility of the Head of operations Paul Salmon to ensure that this procedure is published and accessible to all personnel, learners and any relevant third parties.

 

Stage 1 – initiating an Appeal

 

All appeals should be made to the appeals  team  appeals@ukfirstaidandsafetytraining.co.uk  within 3 working days of the dispute. Full details of why you are appealing, and any evidence should be forwarded.

 

 

Stage 2 – Investigation by UK FIRST AID AND SAFETY TRAINING  

 

UK FIRST AID AND SAFETY TRAINING will acknowledge the appeal normally within 3 working days and investigate and offer a resolution or outcome within 28 working days:

 

Stage 3 – Escalation of the Appeal

 

The appeal must be escalated to seniorleadershipteam@ukfirstaidandsafetytraining.co.uk within 3 working days with the full reason you are not happy with outcome and provide any new evidence you have.

 

Stage 4 – SLT Intervention

 

Our senior leadership team with make a full investigation and report their finding back with a resolution or outcome within 28 days.

 

Stage 5 – External Escalation

 

You must confirm you wish the appeal  to be escalated by emailing seniorleadershipteam@ukfirstaidandsafetytraining.co.uk within 3 working days.

UK FIRST AID AND SAFETY TRAINING  will give you details of the awarding body or our external appeals company that is independent of us as well as let you know of any fees applicable (our external charges a fee that is refunded by us if found to be in the third party favour) .

Staff and Learners Safeguarding Policy,V4 Mar 2020

UK FIRST AID AND SAFETY TRAINING has a professional duty to provide children and vulnerable adults with appropriate safety and protection. As the welfare of the child/vulnerable adult is paramount, we are committed to providing safe equipment and facilities so that children/vulnerable adults may participate in courses/programmes in a secure environment. Additionally, we promote ethical behaviour, providing children/vulnerable adults with a sense of being valued. On this basis, we aim to ensure safe recruitment practices are always followed, to establish the suitability of personnel to work with children and/or vulnerable adults.

 

It is ultimately the responsibility of the Head of Operations, UK First Aid and Safety Training  to ensure that this policy is published and accessible to all personnel, learners and any relevant third parties.

 

In order to provide safety, protection and security to children/vulnerable adults throughout our operations, we will adhere to our child/vulnerable adult protection policy/statement and aim to:

 

  • protect all children and vulnerable adults from abuse, whatever their age, culture, disability, gender, language, ethnic origin, religious beliefs or sexuality
  • raise awareness of child and vulnerable adult protection issues and promote good practice
  • conduct risk assessments to minimise potential hazards to children’s and vulnerable adults’ welfare
  • provide support to learners who have been abused and act proactively by preventing any similar incidents through risk assessment
  • ensure all personnel fully understand their responsibilities and are provided with the appropriate training/regular updates of the legislation.

 

In achieving our policy aims and being proactive, we have developed procedures related to the recruitment of personnel and how allegations of child/vulnerable adult abuse should be dealt with. Considering this, we implement safe recruitment practices, in checking the suitability of personnel to work with children and vulnerable adults.

 

Summary of the Personnel Recruitment Procedure

 

Applicants are required to complete an application form (which may lead to a subsequent interview) which contains explicit information about their past. These are required to be returned to the relevant department and the member of personnel managing the recruitment process. Where applicants will take significant responsibility for safeguarding children during activities within Professional development Qualifications, they will be required to complete a Criminal Record Bureau (CRB) check.

 

Personnel are selected on their suitability to meet the job/role-related requirements and responsibilities and their ability to demonstrate that they can work safely with children and/or vulnerable adults. Applicants will receive confirmation in writing relating to the outcome of their application/interview. If the outcome is positive, arrangements are made for induction and any relevant training, which includes clarification of activity requirements, responsibilities and child/vulnerable adult protection procedures and further identification of training needs. New members of personnel are then required to confirm their agreement to abide by the Professional development Qualifications, policies and procedures, including the child/vulnerable adult protection policy, in writing. Awareness of child/vulnerable protection practice will continue to be addressed via on-going training.

All members of personnel who work with children and vulnerable adults are required to adhere to this policy.

Learners Privacy and Data Protection Policy,V7 Jan 2020

Data Protection Policy / Statement

 

Introduction

 

We are fully committed to compliance with the requirements of the Data Protection Act 1998 (“the Act”), which came into force on the 1st March 2000.  We will therefore follow procedures that aim to ensure that all employees, contractors, agents, consultants, or other persons of the company who have access to any personal data held by or on behalf of the company, are fully aware of and abide by their duties and responsibilities under the Act.

 

Statement of policy

 

In order to operate efficiently, we must collect and use information about people with whom it works.  These may include members of the public, current, past and prospective employees, clients and customers, and suppliers.  In addition, it may be required by law to collect and use information in order to comply with the requirements of central government.  This personal information must be handled and dealt with properly, however it is collected, recorded and used, and whether it be on paper, in computer records or recorded by any other means, and there are safeguards within the Act to ensure this.

 

As regards the lawful and correct treatment of personal information as very important to its successful operations and to maintaining confidence between the company and those with whom it carries out business.  The company will ensure that it treats personal information lawfully and correctly.

To this end we fully endorse and adheres to the Principles of Data Protection as set out in the Data Protection Act 1998.

 

 

The principles of data protection

 

The Act stipulates that anyone processing personal data must comply with Eight Principles of good practice.  These Principles are legally enforceable.

 

The Principles require that personal information:

 

  1. Shall be processed fairly and lawfully and, shall not be processed unless specific conditions are met.
  2. Shall be obtained only for one or more specified and lawful purposes and shall not be further processed in any manner incompatible with that purpose or those purposes.
  3. Shall be adequate, relevant and not excessive in relation to the purpose or purposes for which it is processed.
  4. Shall be accurate and where necessary, kept up to date.
  5. Shall not be kept for longer than is necessary for that purpose or those purposes.
  6. Shall be processed in accordance with the rights of data subjects under the Act.
  7. Shall be kept secure i.e. protected by an appropriate degree of security.
  8. Shall not be transferred to a country or territory outside the European

           Economic Area, unless that country or territory ensures an adequate

           level of data protection.

 

The Act provides conditions for the processing of any personal data.  It also makes a distinction between personal data and” sensitive” personal data.

 

Personal data is defined as, data relating to a living individual who can be identified from:

  • That data.
  • That data and other information which is in the possession of, or is likely to come into the possession of the data controller and includes an expression of opinion about the individual and any indication of the intentions of the data controller, or any other person in respect of the individual.

 

Sensitive personal data is defined as personal data consisting of information as to:

  • Racial or ethnic origin.
  • Political opinion.
  • Religious or other beliefs.
  • Trade union membership.
  • Physical or mental health or condition.
  • Sexual life.
  • Criminal proceedings or convictions.

 

Handling of personal/sensitive information

 

We will, through appropriate management and the use of strict criteria and controls: –

 

  • Observe fully conditions regarding the fair collection and use of personal information.
  • Meet its legal obligations to specify the purpose for which information is used.
  • Collect and process appropriate information and only to the extent that it is needed to fulfil operational needs or to comply with any legal requirements.
  • Ensure the quality of information used.
  • Apply strict checks to determine the length of time information is held.
  • Take appropriate technical and organisational security measures to safeguard personal information.
  • Ensure that personal information is not transferred abroad without suitable safeguards.
  • Ensure that the rights of people about whom the information is held can be fully exercised under the Act.

 

These include:

  • The right to be informed that processing is being undertaken.
  • The right of access to one’s personal information within the statutory 40 days.
  • The right to prevent processing in certain circumstances.
  • The right to correct, rectify, block or erase information regarded as wrong information.

 

In addition, we as a centre will ensure that:

 

  • There is someone with specific responsibility for data protection in the organisation.
  • Everyone managing and handling personal information understands that they are contractually responsible for following good data protection practice.
  • Everyone managing and handling personal information is appropriately trained to do so.
  • Everyone managing and handling personal information is appropriately supervised.
  • Anyone wanting to make enquiries about handling personal information, whether a member of staff or a member of the public, knows what to do.
  • Queries about handling personal information are promptly and courteously dealt with.
  • Methods of handling personal information are regularly assessed and evaluated.
  • Performance with handling personal information is regularly assessed and evaluated.
  • Data sharing is carried out under a written agreement, setting out the scope and limits of the sharing. Any disclosure of personal data will be following approved procedures.

All elected members are to be made fully aware of this policy and of their duties and responsibilities under the Act.

 

All managers and staff within the company’s directorates will take steps to ensure that personal data is always kept secure against unauthorised or unlawful loss or disclosure and will ensure that:

  • Paper files and other records or documents containing personal/sensitive data are kept in a secure environment.
  • Personal data held on computers and computer systems is protected using secure passwords, which where possible have forced changes periodically.
  • Individual passwords should be such that they are not easily compromised.

 

All contractors, consultants, partners or other servants or agents of our company must:

  • Ensure that they and all their staff who have access to personal data held or processed for or on behalf of the company, are aware of this policy and are fully trained in and are aware of their duties and responsibilities under the Act. Any breach of any provision of the Act will be deemed as being a breach of any contract between the company and that individual, company, partner or firm.
  • Allow data protection audits by the company of data held on its behalf (if requested).
  • Indemnify the company against any prosecutions, claims, proceedings, actions or payments of compensation or damages, without limitation.

 

All contractors who are users of personal information supplied by the company will be required to confirm that they will abide by the requirements of the Act regarding information supplied by the company. 

 

Implementation

 

The company has appointed an Office Manager who will also act as Office Manager.  Implementation will be led and monitored by the Office Manager.  The Office Manager will also have overall responsibility for:

 

  • The provision of cascade data protection training, for staff within the company
  • For the development of best practice guidelines.
  • For carrying out compliance checks to ensure adherence, throughout the authority, with the Data Protection Act.

 

Notification to the Information Commissioner

 

The Information Commissioner maintains a public register of data controllers.   The company is registered as such.

 

The Data Protection Act 1998 requires every data controller who is processing personal data, to notify and renew their notification, on an annual basis.  Failure to do so is a criminal offence.

 

To this end the designated officers will be responsible for notifying and updating the Office Manager of the processing of personal data, within their directorate.

 

The Office Manager will review the Data Protection Register with designated officers annually, prior to notification to the Information Commissioner.

 

Any changes to the register must be notified to the Information Commissioner, within 28 days.

 

To this end, any changes made between reviews will be brought to the attention of the Office Manager immediately.

 

(UK FIRST AID AND SAFETY TRAINING) is fully committed to protecting the rights and privacy of individuals, in accordance with the Data Protection Act 1998. Information about our personnel, learners and other individuals will only be processed in line with established regulations. Personal data will be collected, recorded and used fairly, stored safely and securely and not disclosed to any third party unlawfully. As the lawful and correct treatment of personal information is critical to our successful operations and to maintaining confidence, Professional development Qualifications is committed to:

  • protecting learners’ personal details, records and assessment outcomes
  • keeping learners’ and other individuals’ personal data up to date and confidential
  • maintaining personal data only for the time period required
  • releasing personal data only to authorised individuals/parties and not unless permission is given to do so
  • collecting accurate and relevant data only for specified lawful purposes
  • adhering to regulations and related procedures to ensure that all employees who have access to any personal data held by or on behalf of Professional development Qualifications are fully aware of and abide by their duties under the Data Protection Act 1998.

Learners are required to report any allegation in relation to the unlawful treatment of personal data via the Professional development Qualifications learner complaint procedure. A complaint should be made if learners feel that records of their personal data have been:

 

  • lost
  • obtained through unlawful disclosure or unauthorised access
  • recorded inaccurately and/or in a misleading manner
  • provided to a third party without permission.

 

Where required, Professional development Qualifications will take appropriate action/corrective measures against unauthorised/unlawful processing, loss, destruction or damage to personal data.

 

It is ultimately the responsibility of the Head of Operations, (UK FIRST AID AND SAFETY TRAINING) to ensure that this policy is published and accessible to all personnel, learners and any relevant third parties. However, the quality coordinators (QCs) specific to each qualification are responsible for ensuring this information is fully understood by their qualification team and by the learners who commence courses/programmes in their area.

 

 

General Data protection Regulations GDPR

1.     Data protection principles

 

UK FIRST AID AND SAFETY TRAINING   is committed to processing data in accordance with its responsibilities under the GDPR.

Article 5 of the GDPR requires that personal data shall be:

  1. processed lawfully, fairly and in a transparent manner in relation to individuals.
  2. collected for specified, explicit and legitimate purposes and not further processed in a manner that is incompatible with those purposes; further processing for archiving purposes in the public interest, scientific or historical research purposes or statistical purposes shall not be considered to be incompatible with the initial purposes;
  3. adequate, relevant and limited to what is necessary in relation to the purposes for which they are processed.
  4. accurate and, where necessary, kept up to date; every reasonable step must be taken to ensure that personal data that are inaccurate, having regard to the purposes for which they are processed, are erased or rectified without delay.
  5. kept in a form which permits identification of data subjects for no longer than is necessary for the purposes for which the personal data are processed; personal data may be stored for longer periods insofar as the personal data will be processed solely for archiving purposes in the public interest, scientific or historical research purposes or statistical purposes subject to implementation of the appropriate technical and organisational measures required by the GDPR in order to safeguard the rights and freedoms of individuals; and
  6. processed in a manner that ensures appropriate security of the personal data, including protection against unauthorised or unlawful processing and against accidental loss, destruction or damage, using appropriate technical or organisational measures.”

 

2.     General provisions

 

  1. This policy applies to all personal data processed by the Business.
  2. The Responsible Person shall take responsibility for the Business’s ongoing compliance with this policy.
  3. This policy shall be reviewed at least annually.
  4. The Business shall register with the Information Commissioner’s Office as an organisation that processes personal data.

 

3.     Lawful, fair and transparent processing

 

  1. To ensure its processing of data is lawful, fair and transparent, the Business shall maintain a Register of Systems.
  2. The Register of Systems shall be reviewed at least annually.
  3. Individuals have the right to access their personal data and any such requests made to the business shall be dealt with in a timely manner.

 

4.     Lawful purposes

 

  1. All data processed by the business must be done on one of the following lawful bases: consent, contract, legal obligation, vital interests, public task or legitimate interests (see ICO guidance for more information).
  2. The Business shall note the appropriate lawful basis in the Register of Systems.
  3. Where consent is relied upon as a lawful basis for processing data, evidence of opt-in consent shall be kept with the personal data.
  4. Where communications are sent to individuals based on their consent, the option for the individual to revoke their consent should be clearly available and systems should be in place to ensure such revocation is reflected accurately in the Business’s systems.

5.     Data minimisation

 

  1. The Business shall ensure that personal data are adequate, relevant and limited to what is necessary in relation to the purposes for which they are processed.
  2. [Add considerations relevant to the Business’s systems]

 

6.     Accuracy

 

  1. The Business shall take reasonable steps to ensure personal data is accurate.
  2. Where necessary for the lawful basis on which data is processed, steps shall be put in place to ensure that personal data is kept up to date.
  3. [Add considerations relevant to the Business’s systems]

7.     Archiving / removal

 

  1. To ensure that personal data is kept for no longer than necessary, the Business shall put in place an archiving policy for each area in which personal data is processed and review this process annually.
  2. The archiving policy shall consider what data should/must be retained, for how long, and why.

8.     Security

  1. The Business shall ensure that personal data is stored securely using modern software that is kept-up to date.
  2. Access to personal data shall be limited to personnel who need access and appropriate security should be in place to avoid unauthorised sharing of information.
  3. When personal data is deleted this should be done safely such that the data is irrecoverable.
  4. Appropriate back-up and disaster recovery solutions shall be in place.

9.     Breach

 

In the event of a breach of security leading to the accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to, personal data, UK FIRST AID AND SAFETY TRAINING   shall promptly assess the risk to people’s rights and freedoms and if appropriate report this breach.

 

Learners Identification Policy V2 March 20

Identification Checking Procedure

 

UK FIRST AID AND SAFETY TRAINING will check learner’s individual identification on enrolment and prior to any assessments.  UK FIRST AID AND SAFETY TRAINING will require to see one official photograph document in date (i.e. passport, driving licence, ID card etc). If the learner to not have photographic identification, then three official household bills from last two months in the learner’s name will be accepted.  If any identification raises concerns the learner must not be enrolled or take assessment until this has been rectified, UK FIRST AID AND SAFETY TRAINING has the right to refuse enrolment or examinations with giving a reason.