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Compliments and complaints procedure for customers or members of the public

We aim to provide the best possible care and/or service to all of our customers, be they:

• customers,
• training course delegates, or
• members of the general public. 

From time to time we might get things wrong. This procedure describes how you can tell us about that and what we will do to try to put things right.

Our three stage process

Stage one – Let us know you are not happy

You should get in contact with the relevant team in St John Ambulance that supplied your service. Here is the full list of our addresses and contact details.

You can contact us by:

• telephone
• in writing by email – preferred, or
• by post.

If you have telephoned us we will try to resolve your complaint in the same call, if this is not possible we will tell you when we will get back to you. In the case of a call that we cannot resolve immediately or a written complaint, we will aim to provide you with a response within five working days, unless we notify that it will take longer due to the complexity of the issue.

Stage two – Not happy with the answer you are given

Notify us in writing – again email is preferred as it is much easier for us to respond quickly. The matter will be referred to a senior member of our regional or functional management team relevant to the service we provided.

The senior manager will initiate further investigation and we will get back to you with an answer within 20 working days.

Stage three – Appeals

In the unlikely event that we have still not been able to satisfy you concern, you are invited to write to the appropriate Director, who will review the complaint and provide further response within 10 working days. Our response in ‘Stage two’ above will advise you of which Director will hear an appeal.

General protocol

At all stages of this process we will do our utmost to carry out a full and fair investigation with a view to providing a speedy response. We will at all times respect your right to confidentiality.

Record keeping

As part of our ISO 9002 registration and our compliance with Care Quality Commission (CQC) regulations we are required to keep full details of all complaints received and make these available for inspection. Such records are held in full compliance with the Data Protection Act 1998, and subject to any exemptions may be viewed by the data subject upon written request.

Contact telephone numbers

Workplace training 0844 770 4800, or email: workplace-training@sja.org.uk

Supplies 0844 770 4808, or email customer-services@stjohnsupplies.co.uk

Calls cost 7p per minute plus your phone company's access charge.

Ambulance services - Contact your local Ambulance Manager:

East of England
Address:
Priory House, Duckamere, Bramford, Suffolk, East Anglia, IP8 4AJ.
Telephone: 01473 241500
 
Midlands and East Midlands
Address: Derby Road, Chesterfield, S40 2ED.
Telephone: 0303 003 0103 
 
London
Address: Edwina Mountbatten House, 63 York Street, London, W1H 1PS.
Telephone: 0207 258 7076

North East
Address: St John Ambulance Regional Headquarters, Healey Road, Ossett, West Yorkshire, WF5 8LN.
Telephone: 01924 262 726

North West
Address: St John House, Crossley Road, Stockport, SK4 5BB.
Telephone: 0161 443 0105

South East
Address: The Nigel Mobbs Centre, Oxman Lane, Greenleys, Milton Keynes, MK12 6LF
Telephone: 07826 890450
 
South West
Address: Unit C1, Beacon Business Centre, Hopton Park, Devizes, Wiltshire.
Telephone: 0117 953 3880 

Event services for members of the public

• East Midlands (Chesterfield) Telephone: 0303 003 0103

• East of England (Chelmsford) Telephone: TBC

• London (York Street) Telephone: 0207 258 3456

• London National Headquarters Telephone: 020 7324 4000

• North East (Ossett) Telephone: 01924 262726

• North West (Stockport) Telephone: 0871 423 6030

• South East (Aylesbury) Telephone: 030 300 30101

• South West (Bridgwater) Telephone: 0117 978 6052

• West Midlands (Birmingham) Telephone: 0121 236 6660