Complaints Policy

Frontline Fire Training Ltd
Version 2.0
Last updated: 11 August 2026

1. Purpose
This policy explains how Frontline receives, investigates and responds to complaints about its training or business conduct.

2. Who may complain
A client, participant or other person directly affected by a Frontline service may raise a concern. The organisation that booked the training remains the contracting client.

3. Raising a concern
Where safe and appropriate, a concern may be raised with the trainer during or shortly after delivery so that an immediate issue can be addressed. A formal complaint may be sent to:

Guy Cambouropoulos, Director
guy@frontlinefiretraining.com
14 Highfield Park, Bodmin, Cornwall PL31 2WQ

Please include the relevant organisation, course date, facts, available evidence, impact and the outcome sought. Complaints may still be considered where some information is unavailable.

4. Safety, safeguarding and data concerns
An immediate danger should be reported to the site and emergency services where appropriate. Safeguarding concerns should follow the client’s safeguarding procedure as well as being reported to Frontline where Frontline is involved. Personal-data complaints may also be made to the Information Commissioner’s Office.

5. Handling
Frontline aims to:
• acknowledge a formal complaint within 5 working days;
• clarify the issues and evidence required;
• consider relevant documents and accounts;
• respond in writing within 20 working days where reasonably practicable; and
• explain any delay and provide a revised target date.

As Frontline is operated by one director, complete internal independence cannot be promised. External professional advice may be obtained where the seriousness or subject requires it.

6. Outcomes
Possible outcomes include an explanation, apology, correction, document or process change, further delivery, or another proportionate remedy. Any refund, credit or cancellation remedy is governed by the contract and Terms and Conditions unless Frontline agrees otherwise.

7. Review request
A complainant who believes material evidence was overlooked may request one review within 10 working days of the response, identifying the evidence or error relied on. The Director will reconsider the matter and may seek external advice. Frontline does not promise access to an external appeal or alternative dispute resolution scheme unless one is agreed or legally required.

8. Records and confidentiality
Complaint records are restricted to those who need them and retained in accordance with the Privacy Notice. Confidentiality will be respected, but absolute confidentiality cannot be guaranteed where disclosure is needed to investigate, protect a person or comply with law.

9. No retaliation
No participant or client will be treated unfairly for raising a genuine concern. Deliberately false or abusive communications may be managed proportionately.

10. Review
Review annually and after any material complaint or service change.

Approved by: Guy Cambouropoulos, Director
Date: 11 August 2026