Complaints Procedure

OAKWOOD Training Solutions is committed to providing a high level service to our customers. If you do not receive satisfaction from us we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please contact Kerry Hooper Managing Director. You can write to him at: Charlton Fields Farm, Charlton Road, Keynsham, BS31 2TW.

Next steps

We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 2-5 days of us receiving your complaint.
We will record your complaint in our central register within a day of having received it.
We will acknowledge your reply to our acknowledgment letter and confirm what will happen next. You can expect to receive our acknowledgement letter within 2-5 days of your reply.
We will then start to investigate your complaint. This will normally involve the following steps;
- We may ask the member of staff who dealt with you to reply to your complaint within 5 days of our request;
- We will then examine the member of staff’s reply and the information you have provided for us. If necessary we may ask you to speak to them. This will take up to 4 days from receiving their reply.

Kerry Hooper will then invite you to meet him to discuss and hopefully resolve your complaint. He will do this within 5 days of the end of our investigation.
Within 2 days of the meeting Kerry Hooper will write to you to confirm what took place and any solutions he has agreed with you.
If you do not want a meeting or it is not possible, Kerry Hooper will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. He will do this within 5 days of completing his investigation.
At this stage, if you are still not satisfied you can write to us again. Another Director of the company will review Kerry Hooper’s decision within 10 days
We will let you know of the outcome of this review within 5 days of the end of the review. We will write to you confirming our final position on your complaint and explaining our reasons]. If you are still not satisfied, you can contact the Joint Approvals Unit for Periodic Training, the governing body, of which we are approved by writing to the them.

If we have to change any of the time scales above, we will let you know and explain why.

Oakwood Training Solutions Ltd
Unit 3b Greenway Farm
Bristol
BS30 5RL
Via Email: training@oakwood-solutions.co.uk

Should a dispute arise it will be judged solely under UK law in the UK.

If you are still unhappy with the findings and the decisions of Oakwood Training Solutions you can escalate your complaint of either a trainer or a training provider to the governing bodies.

A full list of all regulatory authorities associated with Oakwood Training Solutions can be found below:

Joint Approvals Unit for Periodic Training (JAUPT)
12 Warren Yard
Warren Park
Milton Keynes
MK12 5NW
Via Email: DCPC.Complaints@dsa.gsi.gov.uk

Association of First Aiders (AoFA)
24 Thomas Drive
Newport Pagnell
Bucks
MK16 8TH
Via Email: admin@aofa.org

Freight Operators Recognition Scheme (FORS)
AECOM
Sunley House
4 Bedford Park
Croydon
Surrey
CR0 2AP
Via Email: enquiries@fors-online.org.uk

Scottish Qualification Authority (SQA)
ADR Team
The Optima Building
58 Robertson Street
Glasgow
G2 8DQ
Via Email: adr@sqa.org.uk