Bookings are regarded as confirmed only upon receipt of a full payment or a company purchase order. Invoices issued are payable within 2 working days. Credit account customer invoices are payable on 30 days.

Booking placed by purchase order or payment are binding. Payment will be required in full for the number of candidates and duration of training specified on the order.

Before booking onto the course, please ensure you have read the course content, to ensure the course will meet your training needs and that you are able to meet pre-requisites, where stated.

If a course registration/booking form is completed by an individual other than the named candidate, it is the responsibility of the employer to ensure the candidate is suitable for the course and has the relevant experience.

Upon receipt of your booking form, and subsequent payment your place(s) will be confirmed.

Course fees are payable upon booking unless a valid, authorised Purchase Order is provided and accepted.

Invoices will be sent via email to the name and address provided on the booking form and must be paid within 2 working days of the invoice date or not later than 1 working day prior to the start of the course, whichever date occurs soonest (the “due date”), otherwise the booking will be cancelled.

Payment must be made in pounds Sterling by credit/debit card or BACS. We can also offer payment in instalments through Klarna. 

Please contact us if you wish to pay by bank transfer or in instalments.

Safer At Work reserves the right to postpone or cancel any training until payment is settled.

We do not store credit card details nor do we share with any third party company. For a full copy of our privacy policy please see our Privacy Policy page with this link.

Candidates will not be accepted onto a course unless they can demonstrate evidence of compliance with the entry requirements for that course. Such evidence will normally take the form of valid certificate of competence.

Candidates will be required to sign to confirm that they meet the pre-entry requirements inc. statement of medical fitness prior to the start of the course.

GWO courses run by Safer at Work contain elements of self-paced e-learning that must be completed PRIOR to the booking date (in-venue session). If e-learning is not completed prior to the practical session, the candidate will be deemed not to meet the entry requirements for the course.

If a candidate is unable to meet the pre-entry requirements they may not be able to continue with training without refund.

Courses require candidates to be present for 100% of course content. Late arrivals for any reason may not be able to start at the discretion of the instructor delivering the training and the Training Manager.

We may provisionally hold a place for an agreed period of time, payment or purchase order will be required by the agreed date. A provisionally held place is not a booking and after the agreed date for purchase order or payment, may be offered to other candidates / companies.

If the course is cancelled by the booker, the following fees are applied, this includes bad weather travel disruption:

• More than 1 month notice – refunded full amount less administration fee of £60 per person.

• Between 3-4 weeks notice of course date – 70% refund is given.

• Between 2-3 weeks notice of course date – 50% refund is given.

• Less than 2 weeks notice of course date – a refund is not available.

If the course is postponed by the booker, the following fees are applied, this includes bad weather travel disruption:

• More than 3 weeks notice – no charge

• Between 2-3 weeks – 20% charge to change a place, unless place can be re-filled.

• Between 1-2 weeks – 50% charge to change a place, unless place can be re-filled

• Less than 1 week – 100% charge to change a place unless the place can be re-filled.

If a candidate does not complete the course then a refund is not available.

In the unlikely event that Safer At Work should require to cancel a course e.g. due to trainer illness, we will offer alternative date options to rearrange the course at the earliest convenience or a refund. However, we will not be able to reimburse for any travel or accommodation bookings or costs incurred by the customer.

Training for work at height may involve physical exertion in conditions of exposure to height. It is essential that all candidates are physically fit and able to carry out the tasks expected of them without risk to themselves or others. Safer At Work cannot accept bookings for courses involving exposure to height from candidates with medical contra-indications against working at height.

A non-exhaustive list of such conditions is given below.

• Heart disease / chest pain

• Obesity / maximum weight 120kg (please inquire if your weight extends this range)

• High blood pressure

• Epilepsy, fits, blackouts

• Fear of heights / vertigo

• Giddiness / difficulty with balance

• Impaired limb function

• Uncorrected visual impairment

• Alcohol or drug dependence

• Psychiatric illness / counselling

• Diabetes – type 2

• Asthma

• Muscular strain (e.g. bad back), dislocation, hernia – or similar musculoskeletal issues.

It is the responsibility of the individual or organisation making the booking to ensure that candidates attending the courses are free of any of the conditions described above or any other medical condition that could impair their ability on the training course to which they have subscribed. By submitting a course booking form, the applicant asserts that candidates are physically fit for the intended course. It is unlikely that applicants can be certain of being free of contraindications without a proper examination by a GP.

Candidates will receive joining instructions via email to the email address provided on the booking form.

It is the responsibility of the individual completing the course registration/booking form to ensure joining instructions are received by the candidate. Instructions will be sent via email to the email address provided on the booking form.

If the joining instructions are not received, it is the responsibility of the individual who completed the course registration/booking form to contact Safer At Work to arrange for them to be reissued.

Failure to attend the course will result in the full cost being incurred.

Safer At Work will send all correspondence primarily via email to the email address provided on the booking form. If alternative details are received after the booking form has been submitted, they will supersede the original details and all future correspondence will be sent to the new address.

No certificate(s) shall be issued whilst there is an outstanding balance due.

It may be necessary, for reasons beyond the control of Safer At Work, to change the content and timing of the programme, the date, or the instructor.

Scope

The Company is committed to providing a quality service for its members and working in an open and accountable way that builds the trust and respect of all our stakeholders. One of the ways in which we can continue to improve our service is by listening and responding to the views of our staff, customers, trainees and stakeholders, and in particular by responding positively to complaints, and by putting mistakes right.

Purpose

This procedure is intended to ensure that all complaints and appeals are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.

We aim to ensure the following:

• all individuals and clients have the right to appeal or make a complaint

• making an appeal or complaint is as easy as possible

• we deal with it promptly, politely and, when appropriate, confidentially

• we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures

• all appeals and complaints will be acknowledged and investigated to establish the facts and evidence supporting the appeal. If an appeal or complaint is considered justified, remedial action will be taken

• all personnel who register a complaint or appeal will receive a formal reply. It is intended that the response will be to the mutual satisfaction of the complainant and the Company

• that the delivery route is valid, reliable and consistent

We recognise that many concerns will be raised informally, and dealt with quickly. Our aims are to:

• resolve informal concerns quickly;

• keep matters low-key;

• enable mediation between the complainant and the individual to whom the complaint has been referred

An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Responsibilities

Managers

• acknowledge the formal complaint in writing;

• respond within a stated period of time;

• deal reasonably and sensitively with the complaint;

• take action where appropriate

Complainant –

• bring their complaint, in writing, to the Company’s attention normally within 30 calendar days of the issue arising;

• raise concerns promptly and directly with a member of staff

• explain the problem as clearly and as fully as possible, including any action taken to date;

• allow the Company a reasonable time to deal with the matter;

• recognise that some circumstances may be beyond the Company’s control

Confidentiality –

Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Safer At Work maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint will be judged on its own merit). Should this be the case, the situation will be explained to the complainant.

Complaint and Appeals procedure

Definitions –

‘Complaint’: ‘any expression of dissatisfaction (with the company, with a member of staff, or with the outcome of a training course) that relates to the company and that requires a formal response’.

Stage One –

In the first instance, if you are unable to resolve the issue informally, you should write to the member of staff who dealt with you, or their manager, so that he or she has a chance to put things right. If your complaint concerns a Director of the Company, rather than a member of staff, you should write formally to the individual concerned. In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.

This stage should be completed and confirmed in writing as soon as it is practically possible after the initial assessment (this must be within 30 calendar days of the initial assessment).

You can expect your complaint to be acknowledged within 5 working days of receipt. You should get a response and an explanation within 15 working days. If you are unsure which member of the Company staff to write to, your complaint should be sent to the Company’s Director of Operations.

Our contact details can be found on the ‘Contact Us’ part of the Company’s Website.

Training candidates, after receiving the decision and final feedback as to their claims to competence with which they are not satisfied, have the right to appeal directly to the Centre Assessor who has carried out the assessment. This appeal must be in writing within 15 working days of notification and clearly indicate:

• the points of disagreement and reasons

• the evidence presented, which the Candidate believes meets the requirements of the performance criteria for claiming competence

This stage should be completed and confirmed in writing as soon as it is practically possible after the initial assessment (this must be within 30 calendar days of the initial assessment).

Stage Two –

If you are not satisfied with the initial response to the complaint then you can write to the Company’s Managing Director. This must be in writing within 14 days of the stage one notification, but need not repeat the detail provided at Stage One as all the documentation used in Stage One will be passed on.

You can expect acknowledgement of your request within 5 working days of receipt and a response within 15 workings days.

The Company’s aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently time-scales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.

Training Candidates who are not satisfied with the outcome of their Stage One appeal can then appeal to the Centre Director.

This appeal must be in writing within 14 days of the stage one notification, but need not repeat the detail provided at Stage One as all the documentation used in Stage One will be passed to the Centre Director.

The Centre Director should complete and confirm in writing this Stage within 14 days of receiving notification.

Stage Three –

Before proceeding to Stage Three, the Complainant must have exhausted (all) the internal appeals procedures. This appeal must be in writing within 15 working days of the stage two notification to the awarding body and be accompanied by copies of all documentation used in Stages One and Two. There must also be evidence that Candidates have exhausted (all) the internal appeals procedures.

For training an investigation will be undertaken by the awarding body. On receipt of a report, the application will be considered within 30 calendar days of the stage three notification.

This consideration will lead to one of two decisions:

Either:

The awarding body will either reject or uphold the appeal within 14 days of the report.

Or

The awarding body appoints an independent evaluator who subsequently reports his/her findings to them.

The investigation will be completed and a judgement given within 28 days of the appointment. The appeal will either be rejected or upheld. The decision of the awarding body will be final. Candidates and Centres will be informed of each committee decision within 3 days.