Terms and Conditions

Bookings are regarded as confirmed only upon receipt of a full payment or a company purchase order. Invoices issued are payable on 30 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.

Coronavirus COVID-19

On 31 December 2019, Chinese authorities notified the World Health Organization (WHO) of an outbreak of pneumonia in Wuhan City, which was later classified as a new disease: COVID-19.

Coronaviruses are a family of viruses common across the world in animals and humans that can cause illnesses in people e.g. the common cold or more severe diseases such as Middle East Respiratory Syndrome (MERS-CoV) and Severe Acute Respiratory Syndrome (SARS-CoV).


  • A high temperature
    • Above 37.8 deg C – this means you feel hot to touch on your chest or back
  • A new continuous cough
    • This means coughing a lot for more than an hour or 2 or more coughing episodes in 24 hours
  • Loss of taste and smell


Safer At Work has implemented the following steps at its offices and training venue. It is vital that all training attendees, visitors and staff adhere to the steps in this policy and follow Government and NHS advice to halt the spread of COVID-19.  We have all ready taken steps to reduce the risk;

  • We have deep cleaned our training venue, including all communal areas, chairs, tables, kitchen and toilet facilities. This includes shared training equipment.
  • A stringent policy for employees and visitors, see below
  • Monitoring of all staff and training in hygiene 
  • Increased antibacterial gels and washing facilities 
  • A no hand shake policy
  • Food will no longer be provided on courses. Delegates must bring their own
  • Cancel or rearrange non-essential activity including video-conferences instead of face to face meetings
  • All courses now include an introduction to hygiene and COVID-19 Mitigation.

Step 1 – Assessment

Safer At Work will assess each activity on a case by case. We recognise that for industry to continue essential health and safety related activities, including training that are required. With immediate effect implement the following at its office locations, training venues, (including onsite or mobile training). 

  • If a meeting is booked or required then where possible this should be assessed and change to an online meeting
  • When required, reduce the need to use public transport, public spaces or other areas such as coffee shops, pubs and restaurants.
  • All individuals should be assessed on their ability to attend locations based on their well being, symptoms and recent activity
  • Activities should be assessed and deemed essential to continue. Initial safety training, operational activity and routine maintenance is deemed as essential activity. However, extended projects and non safety critical training may be postponed to reduce risk.

Step 2 – Protection

Safer At Work will implement the following at its Winchester location, with immediate effect;

  • On arrival learners will be asked to thoroughly sanitise their hands with alcohol gel provided
  • We will check and record all learners’ temperatures and exclude anyone exhibiting respiratory COVID-19 symptoms 
  • Check that no learner is in a situation where they should be self-isolating
  • Attendees will be required to declare on their medical they have no symptoms or should be in isolation

If after carrying out the above steps the attendee shows signs and symptoms or results are positive then the attendee will be instructed to leave the venue and self-isolate.


  • Each learner will be asked to thoroughly sanitise their hands.
  • They should cough into a bent elbow (better than a bare hand) and NEVER cough/sneeze without covering their mouth/nose.
  • If someone coughs on their hands or uses a tissue they should use alcohol wipes/sanitiser immediately.
  • Learners will be instructed that no one should touch their mouth, nose or eyes unless they have just washed their hands or sanitised.
  • Learners will be shown where hand sanitiser and wash facilities are.
  • All courses now include an introduction to hygiene and COVID-19 Mitigation.

FIRST AID TRAINING – At Safer at Work we have always followed stringent cleaning procedures for training equipment including CPR dummies, mats and other mask or ancillary equipment.

  • We will appoint each individual their own CPR Dummy and face shield
  • To reassure learners these are the steps that are taken before and after each training;
    • Replaced lungs/airways/valves (there is a one way valve in the mannequin to stop air coming back out of its mouth)
    • Alcohol/sanitising wipes to be used between learners where applicable
    • Gloves worn during all practical activities
    • Anti-surfactant wipe (e.g. Trionic wipes) after each session (removes any bio-film as well as germ killing) and washing with the manufacturers cleaning solution.

For more information please follow updated Government advice regarding hygiene and self isolation


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

Invoices will be sent via post to the name and address provided on the booking form and must be paid within 30 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”).

Payment must be made in pounds Sterling by credit/debit card or BACS.

If any candidate attends and payment for training has not been settled Safer At Work will postpone or cancel the 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. 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 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.

Course cancellation fees are as follows, 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.

Course postponement fees are as follows, 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.


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.


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.



  • 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:


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


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.