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:
• 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:
• 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.
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
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:
Supplies 0844 770 4808, or email firstname.lastname@example.org
Calls cost 7p per minute plus your phone company's access
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
Address: Derby Road,
Chesterfield, S40 2ED.
Telephone: 0303 003 0103
Mountbatten House, 63 York Street, London, W1H 1PS.
Telephone: 0207 258 7076
John Ambulance Regional Headquarters, Healey Road, Ossett, West
Yorkshire, WF5 8LN.
Telephone: 01924 262 726
John House, Crossley Road, Stockport, SK4 5BB.
Telephone: 0161 443 0105
Nigel Mobbs Centre, Oxman Lane, Greenleys, Milton Keynes, MK12
Telephone: 07826 890450
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:
• London (York Street) Telephone: 0207 258
• London National Headquarters Telephone:
020 7324 4000
• North East (Ossett) Telephone: 01924
• North West (Stockport) Telephone: 0871
• South East (Aylesbury) Telephone: 030
• South West (Bridgwater) Telephone: 0117
• West Midlands (Birmingham) Telephone:
0121 236 6660