Complaints

The Fire Protection Association (FPA) is committed to providing high quality services to all of our stakeholders. However, on occasion the FPA’s actions (or omissions) may cause dissatisfaction and we welcome feedback from those who use our services.

This procedure provides a structured complaints process outlining how complaints can be raised, how they will be handled, and the timescales involved. It aims to ensure that all complaints are dealt with fairly, openly, and promptly, with consistency and respect for everyone involved. Making a complaint will not result in any disadvantage, and all concerns will be taken seriously and handled confidentially where appropriate. This procedure will be available to any interested parties upon request.

Scope

Customer complaints are concerns raised about the business operations, quality of service or product provided by the FPA. Complaints may come directly from the customer, from interested parties or via a third party, e.g. the end user.

This process applies to complaints relating to:

• Services delivered by the FPA (including publications, events, consultancy, laboratory testing, research and membership services)
• Conduct or actions of FPA staff, contractors, or representatives
• Administrative or service quality issues

*Training Complaints will follow Annex A Training Department Complaints Standard Operation Procedure (SOP)

This process does not apply to:

• Employment or HR matters (which are managed under internal HR procedures)
• Matters subject to separate appeals, disciplinary, or regulatory processes
• The FPA will not be able to comment or investigate any issues/complaint files where Legal claims or disputes are in progress
• Anonymous complaints where insufficient information is provided

Information provided to the FPA (including name and contact information) shall be retained by the FPA in the complaints system and in accordance with data protection legislation and ISO accreditation requirements.

Complaint Submission

Those wishing to formally express dissatisfaction about the FPA will be directed to complete an online complaint submission form, via the FPA Website, to enable the complaint investigator to have a concise summary of the matters of the complaint available.

It is recognised however that in some circumstances it may not be possible or appropriate for a Complainant to submit a complaint in writing due to matters such as, but not limited to, the nature of the complaint disability and/or learning difficulties. The FPA will therefore accept alternative methods of submission as deemed appropriate in any given instance.

The FPA shall only be able to investigate substantiated matters. If insufficient evidence is provided when a complaint is made, or more information is required, further evidence/information may be requested to open a complaint file. If the FPA do not receive the requested sufficient evidence/information or response within 21 days of the initial request the FPA shall consider the issue as closed.

Multiple public posts on social media condemning the FPA (and not submitting a complaint providing both evidence and the opportunity for the relevant party/parties to investigate the matter) may be considered vexatious behaviour/defamation of the FPA brand and further action may be taken to address this.

Where it is discovered that information provided has been amended in any way or evidence has been withheld to alter the outcome of the investigation, the FPA shall consider the complaint invalid.

Responsibility for Handling Complaints

Where possible, concerns should first be raised informally with the relevant member of staff who is corresponding with you on behalf of FPA services.

To ensure that complaints are reviewed by a suitable person with sufficient independence from the person(s) subject to the complaint, the Relevant Head of Department will be responsible for investigating, reaching a decision and responding to the complaint. If the complaint concerns the Relevant Head of Department, the Relevant Senior Leadership Team member will be responsible for investigating, reaching a decision and responding to the complaint. If the complaint concerns the Relevant Senior Leadership Team member the Chief Executive Officer (CEO) will be responsible for investigating, reaching a decision and responding to the complaint.

Considering the Validity of a Complaint

When a complaint is received, the FPA will consider whether it meets the criteria to be accepted and investigated under this complaints process. This initial assessment ensures that resources are used appropriately and that complaints are handled in a fair, consistent, and proportionate manner.

Initial Assessment

The person responsible for handling the Complaint will undertake an initial review to determine whether the complaint is valid. This review will consider whether:

• The complaint relates to the services, activities, or conduct of the FPA, its staff, contractors, or representatives
• The matter falls within the scope of this complaints procedure
• The complaint is raised within a reasonable timeframe (normally within 12 months of the event, unless there are exceptional circumstances)
• Sufficient information has been provided to allow the matter to be examined

Where clarification or additional information is required, the complainant may be contacted before a decision is made.

Grounds for Not Upholding or Not Progressing a Complaint

A complaint may be considered invalid or not progressed under this procedure where:

• It relates to matters outside the FPA’s remit or control
• It is primarily a legal, commercial, or contractual dispute
• It concerns outcomes that are clearly explained in published policies, terms, standards, or guidance and have been correctly applied
• It is vexatious, abusive, or repetitious, with no new substantive issues raised
• It is anonymous and lacks sufficient detail to enable investigation

In such cases, the complainant will be informed of the decision and, where appropriate, signposted to an alternative process or source of support.

Neutrality and Fairness

Determining validity does not imply any assumption about the outcome of the complaint. All accepted complaints are considered objectively, based on evidence and relevant policies, and without bias toward any individual or service area.

Record Keeping for Complaint Validity

The decision on validity, including the reasons for accepting or not accepting a complaint, will be recorded by the Compliance Team to support transparency, consistency, and governance oversight.

Complaint Investigation

An investigation into a complaint may include, but is not limited to, the following:

• review of relevant correspondence
• entering into written correspondence with either or both of the parties concerned to requesting additional information/documents of relevance.
• face to face interview with the party(s) concerned; and/or telephone interview with either or both party(s) concerned. 

Complaints Procedure

Stage One – Informal Resolution

Complaints should first be raised informally by the Complainant with the relevant FPA staff member. In the first instance we will work with the Complainant to understand if the reasons for the submission of the complaint can be dealt with as an enquiry where the provision of further information and clarification will resolve the matter. A response from the FPA will normally be provided within 5 working days. If the issue is resolved, no further action will be taken.

Where it is not possible to resolve the issue under stage one, the complaint should be progressed to stage two.

Stage Two – Formal Complaint

At Stage Two, a complaint should be submitted in writing using the online complaint submission form, via the FPA Website. Upon receipt of the complaint all information will be captured by the Quality Team in the complaints system and will be delivered to the appropriate Head of Department, SLT member or CEO. On receipt, the person responsible for investigating the complaint will acknowledge the complaint within 5 working days. The Quality Team are to be copied into this correspondence to ensure that responses are recorded.

Issuing a Response to a Complaint

The person responsible for investigating the complaint will send the Complainant a final response letter/email in which they will advise whether the complaint has been upheld or rejected and (if applicable) outline the remedial steps to be taken. The Quality Team are to be copied into this correspondence to ensure that responses are recorded.

Response Timeframe

Decision letters should usually be issued to the parties within 28 days of a complaint being received, but where this is not possible a holding letter should be sent to inform them to provide a reasonable time estimate for providing a final decision.

Tracking and Recording of Complaints

The Quality Team will log complaints within the complaints system (and within the Complaints folder on the QMS Share). The complaint will be assigned an Owner in Synergist, and this will be the person responsible for investigating the complaint (as noted above ‘Responsibility for Handling Complaints’). The relevant SLT member will be assigned as a Watcher in Synergist so that they have oversight of the complaint (unless they are the person responsible for investigating the complaint).

It is the responsibility of the person investigating the complaint to complete the compliance findings section in Synergist which includes the corrective actions taken to resolve the complaint, the preventative actions to prevent the issue occurring again, the detail of the root cause, a note of the impact and extent of the issue and to attach any supporting evidence (i.e. investigation findings, responses to the Complainant etc). The Quality Team will review and monitor the record, and a complaint will not be accepted as closed by Quality if the supporting evidence and the compliance fields are not completed in Synergist appropriately.

Complaints will be monitored and are included within the Management Review agenda. Internal audits may be utilised to check the effectiveness of the corrective actions. The FPA Risk Register may also be updated if there are trends captured through logged complaints.

Stage Three – Appeal

If the complainant is dissatisfied with the outcome of Stage Two, they may request an appeal.

A complaint appeal can only be made within 30 days of notification of the complaint’s closure (Outcome letter). The person responsible for carrying out the investigation will not have had prior involvement in the matter.

The review will consider:

• Whether the complaints process was followed correctly
• Whether the decision was reasonable and proportionate
• Whether governance or risk issues arise

A final written response will normally be issued within 20 working days of receipt of the Complaint appeal. The decision at this stage is final.

Complaint Outcomes

Where a complaint is upheld, the person(s) responsible for investigating the matter may take further steps to address and/or prevent a repeat of the conduct complained of, provided that such steps are reasonable and proportionate.

Details of such actions will be treated as an internal matter and as such whilst the person who lodged the complaint will be advised that action will be taken, they will not necessarily be informed of any specific details relating to the complaint.

ANNEX A - FPA Training Department Complaints Standard Operation Procedure (SOP)

The FPA is committed to providing high-quality learning experiences for all learners and stakeholders. However, on occasion the FPAs actions (or omissions) may cause dissatisfaction and we welcome feedback from those who use our services. This procedure provides a structured complaints process outlining how complaints can be raised, how they will be handled, and the timescales involved. It aims to ensure that all complaints are dealt with fairly, openly, and promptly, with consistency and respect for everyone involved. Making a complaint will not result in any disadvantage, and all concerns will be taken seriously and handled confidentially where appropriate. This procedure will be available to any interested parties upon request.

Scope

Customer complaints are concerns raised about the business operations, quality of service or product provided by the FPA. Complaints may come directly from the customer, from interested parties or via a third party, e.g. the end user.

ANNEX A applies to Training Complaints relating to:

• Teaching, assessment, or learning support
• Centre policies or procedures
• Behaviour or conduct of staff or learners
• Facilities, resources, or learning environment
• Administrative or organisational issues

This procedure does not apply to:

• Employment or HR matters (which are managed under internal HR procedures)
• Academic appeals (which are dealt with under the Training Learner Appeals Policy and Procedure)
• Matters subject to separate disciplinary, or regulatory processes
• The FPA will not be able to comment or investigate any issues/complaint files where Legal claims or disputes are in progress
• Anonymous complaints where insufficient information is provided

Information provided to the FPA (including name and contact information) shall be retained by the FPA in our complaints system and in accordance with data protection legislation and ISO accreditation requirements.

Complaint Submission

Those wishing to formally express dissatisfaction about the FPA will be directed to complete an online complaint submission form, via the FPA Website, to enable the complaint investigator to have a concise summary of the matters of complaint available as the outset of their investigation.

It is recognised however that in some circumstances it may not be possible or appropriate for a Complainant to submit a complaint in writing due to matters such as, but not limited to, the nature of the complaint disability and/or learning difficulties. The FPA will therefore accept alternative methods of submission as deemed appropriate in any given instance.

The FPA shall only be able to investigate substantiated matters. If insufficient evidence is provided when a complaint is made, or more information is required, further evidence/information may be requested to open a complaint file. If the FPA do not receive the requested sufficient evidence/information or response within 21 days of the initial request the FPA shall consider the issue as closed.

Multiple public posts on social media condemning the FPA (and not submitting a complaint providing both evidence and the opportunity for the relevant party/parties to investigate the matter) may be considered vexatious behaviour/defamation of the FPA brand and further action may be taken to address this.

Where it is discovered that information provided has been amended in any way or evidence has been withheld to alter the outcome of the investigation, the FPA shall consider the complaint invalid.

Responsibility for Handling Complaints

Where possible, concerns should first be raised informally with the relevant member of staff who is corresponding with you on behalf of FPA services.

To ensure that complaints are reviewed by a suitable person with sufficient independence from the person(s) subject to the complaint, the Head of the Training Department will be responsible for investigating, reaching a decision and responding to the complaint. If the complaint concerns the Head of the Training Department, the relevant Senior Leadership Team member will be responsible for investigating, reaching a decision and responding to the complaint. If the complaint concerns the relevant Senior Leadership Team member the Chief Executive Officer (CEO) will be responsible for investigating, reaching a decision and responding to the complaint.

Where the FPA internal Complaints procedure has been exhausted, complaints may be escalated to the relevant awarding or governing body.

Considering the Validity of a Complaint

When a complaint is received, the FPA will consider whether it meets the criteria to be accepted and investigated under this complaints process. This initial assessment ensures that resources are used appropriately and that complaints are handled in a fair, consistent, and proportionate manner.

Initial Assessment

The person responsible for handling the Complaint will undertake an initial review to determine whether the complaint is valid. This review will consider whether:

• The complaint relates to the services, activities, or conduct of the FPA, its staff, contractors, or representatives
• The matter falls within the scope of this complaints procedure
• The complaint is raised within a reasonable timeframe (normally within 12 months of the event, unless there are exceptional circumstances)
• Sufficient information has been provided to allow the matter to be examined

Where clarification or additional information is required, the complainant may be contacted before a decision is made.

Grounds for Not Upholding or Not Progressing a Complaint

A complaint may be considered invalid or not progressed under this procedure where:

• It relates to matters outside the FPA’s remit or control
• It is primarily a legal, commercial, or contractual dispute
• It concerns outcomes that are clearly explained in published policies, terms, standards, or guidance and have been correctly applied
• It is vexatious, abusive, or repetitious, with no new substantive issues raised
• It is anonymous and lacks sufficient detail to enable investigation

In such cases, the complainant will be informed of the decision and, where appropriate, signposted to an alternative process or source of support.

Neutrality and Fairness

Determining validity does not imply any assumption about the outcome of the complaint. All accepted complaints are considered objectively, based on evidence and relevant policies, and without bias toward any individual or service area.

Record Keeping for Complaint Validity

The decision on validity, including the reasons for accepting or not accepting a complaint, will be recorded by the Compliance Team to support transparency, consistency, and governance oversight.

Complaint Investigation

An investigation into a complaint may include, but is not limited to, the following:

• review of relevant correspondence
• entering into written correspondence with either or both of the parties concerned to requesting additional information/documents of relevance.
• face to face interview with the party(s) concerned; and/or telephone interview with either or both party(s) concerned. 

Complaints Procedure

Stage One – Informal Resolution

Complaints should first be raised informally by the Complainant with the relevant FPA staff member (e.g. tutor, assessor, or centre administrator). In the first instance we will work with the Complainant to understand if the reasons for the submission of the complaint can be dealt with as an enquiry where the provision of further information and clarification will resolve the matter. A response from the FPA will normally be provided within 5 working days. If the issue is resolved, no further action will be taken.

Where it is not possible to resolve the issue under stage one, the complaint should be progressed to stage two.

Stage Two – Formal Complaint

At Stage Two, a complaint should be submitted in writing using the online complaint submission form, via the FPA Website. Upon receipt of the complaint all information will be captured by the Quality Team in the complaints system and will be delivered to the Head of the Training Department, SLT member or CEO. On receipt, the person responsible for investigating the complaint will acknowledge the complaint within 5 working days. The Quality Team are to be copied into this correspondence to ensure that responses are recorded.

Issuing a Response to a Complaint

The person responsible for investigating the complaint will send the Complainant a final response letter/email in which they will advise whether the complaint has been upheld or rejected and (if applicable) outline the remedial steps to be taken. The Quality Team are to be copied into this correspondence to ensure that responses are recorded.

Response Timeframe

Decision letters should usually be issued to the parties within 28 days of a complaint being received, but where this is not possible a holding letter should be sent to inform them to provide a reasonable time estimate for providing a final decision.

Tracking and Recording of Complaints

The Quality Team will log complaints within the complaints system (Synergist and within the Complaints folder on the QMS Share). The complaint will be assigned an Owner in Synergist, and this will be the person responsible for investigating the complaint (as noted above ‘Responsibility for Handling Complaints’). The relevant SLT member will be assigned as a Watcher in Synergist so that they have oversight of the complaint (unless they are the person responsible for investigating the complaint).

It is the responsibility of the person investigating the complaint to complete the compliance findings section in Synergist which includes the corrective actions taken to resolve the complaint, the preventative actions to prevent the issue occurring again, the detail of the root cause, a note of the impact and extent of the issue and to attach any supporting evidence (i.e. investigation findings, responses to the Complainant etc). The Quality Team will review and monitor the record, and a complaint will not be accepted as closed by Quality if the supporting evidence and the compliance fields are not completed in Synergist appropriately.

Complaints will be monitored and are included within the Management Review agenda. Internal audits may be utilised to check the effectiveness of the corrective actions. The FPA Risk Register may also be updated if there are trends captured through logged complaints.

Stage Three – Appeal

If the complainant is dissatisfied with the outcome of Stage Two, they may request an appeal.

A complaint appeal can only be made within 30 days of you being notified of the complaint’s closure (Outcome letter). The person responsible for carrying out the investigation will not have had prior involvement in the matter.

The review will consider:

• Whether the complaints process was followed correctly
• Whether the decision was reasonable and proportionate
• Whether governance or risk issues arise

A final written response will normally be issued within 20 working days or receipt of the Complaint appeal. If the complaint is resolved at stage three and not to be escalated to the Regulator, the decision at this stage is final and the complaint will be closed.

Complaint Outcomes

Where a complaint is upheld, the person(s) responsible for investigating the matter may take further steps to address and/or prevent a repeat of the conduct complained of, provided that such steps are reasonable and proportionate.

Details of such actions will be treated as an internal matter and as such whilst the person who lodged the complaint will be advised that action will be taken, they will not necessarily be informed of any specific c details relating to the same.

Stage Four - Escalation to the Regulator

Once stage Three has been completed and if the complainant is not satisfied with the outcome or if a learner wishes to complain about any aspect of the regulators service, they can escalate the complaint to the relevant regulator for the qualification.