Complaints Policy – Frontline Fire Training Ltd  

Version 1.0 – January 2026  

 

1. Purpose  

Frontline Fire Training Ltd is committed to delivering high-quality, professional fire safety training services. We recognise that, on occasion, concerns or complaints may arise. This policy sets out how complaints are handled fairly, promptly, and transparently.

 

2. Scope  

This policy applies to:  

· Clients  

· Course participants  

· Organisations receiving training services from Frontline Fire Training Ltd  

 

3. Informal Resolution  

Where possible, concerns should be raised informally with the trainer during the training session or shortly afterwards. Many issues can be resolved quickly through open discussion.

 

4. Formal Complaints  

If a concern cannot be resolved informally, a formal complaint may be submitted in writing. Complaints should include:  

· Name and organisation  

· Contact details  

· Date and location of training  

· Details of the complaint  

· Desired outcome (where appropriate)  

 

Complaints can be sent to: Guy Cambouropoulos, Director, Frontline Fire Training Ltd, guy@frontlinefiretraining.com or 14 Highfield park, Bodmin, Cornwall PL31 2WQ.

 

5. Handling of Complaints  

All formal complaints will be:  

· Acknowledged within 5 working days  

· Investigated fairly and impartially  

· Responded to in writing within 14 working days, where reasonably practicable  

 

Where additional time is required due to complexity, the complainant will be kept informed.

 

6. Outcomes  

Possible outcomes may include:  

· Explanation or clarification  

· Apology  

· Corrective action  

· Review and improvement of training materials or delivery methods  

 

Refunds are not automatically provided and are considered on a case-by-case basis in line with the company’s Terms & Conditions.

 

7. Escalation  

If a complainant remains dissatisfied after the initial response, the matter may be escalated for further review by the Director of Frontline Fire Training Ltd. If still unresolved, you may contact an Alternative Dispute Resolution (ADR) provider or the Information Commissioner’s Office (ICO) if related to data protection.

 

8. Review  

This policy is reviewed annually to ensure it remains effective and compliant with best practice.

 

Approved by: Guy Cambouropoulos, Director  

Date: 14/01/2026  

Next scheduled review: January 2027 or following legislative change.