Complaints Procedure

1. Our Approach to Complaints

Kim Hazzard Ltd is committed to providing a professional, reliable and high-quality service to our clients and delegates.

We recognise that, on occasion, someone may feel that our service has not met their expectations. We welcome the opportunity to understand concerns, investigate them fairly and, where appropriate, take action to resolve the matter and improve our services.

Complaints will be treated seriously, fairly and respectfully. Raising a genuine complaint will not result in a customer or delegate being treated less favourably.

This procedure applies to complaints relating to the services provided by Kim Hazzard Ltd, including training, consultancy, audits and Dangerous Goods Safety Adviser (DGSA) services.

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2. How to Make a Complaint

If you wish to make a complaint, please contact Kim Hazzard Ltd by email at support@kimhazzard.co.uk.

To help us understand and investigate your complaint, please provide as much relevant information as possible, including:

• your name and contact details;

• the company you represent, where applicable;

• the course, service or consultancy work concerned;

• the date or approximate date of the matter;

• a clear description of your concern; and

• any relevant supporting information or documents.

If you require assistance in making a complaint or need to communicate with us in a different way, please contact us and we will make reasonable efforts to assist.

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3. What Happens Next

We will aim to acknowledge your complaint within two working days of receiving it.

Your complaint will be reviewed fairly and, where necessary, we may contact you for further information or clarification. We may also review relevant records, correspondence or documentation relating to the matter.

We will aim to provide a full response within 10 working days of receiving your complaint. If the matter requires additional investigation and we are unable to provide a full response within this timeframe, we will let you know and provide an update on our progress.

Where a complaint identifies an error or an area where our service could reasonably be improved, we will consider appropriate corrective action.

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4. If You Are Not Satisfied With Our Response

If you are not satisfied with our response to your complaint, please let us know and explain which aspects of the response you would like us to reconsider.

We will review any additional information you provide and consider whether further investigation or action is appropriate.

Where a complaint relates to a service or certification involving an external provider or awarding organisation, we will advise you if there is an appropriate external process that may also be available.

Nothing in this complaints procedure affects any rights or remedies you may have under applicable law.

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5. Confidentiality and Records

Complaints will be handled with appropriate discretion and information will only be shared where reasonably necessary to investigate, respond to or resolve the matter.

We will handle personal information relating to complaints in accordance with our Privacy Policy and applicable data protection requirements.

We may retain appropriate records of complaints, our investigation and any action taken to help us respond effectively, identify recurring issues and improve our services.

Where a complaint involves another organisation or service provider, it may be necessary to share relevant information with them in order to investigate the matter. We will only share information that is reasonably necessary for that purpose.

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6. Review of This Procedure

Kim Hazzard Ltd will review this Complaints Procedure periodically and where appropriate following complaints, significant changes to our services or changes to relevant requirements.

Feedback and complaints may be used to identify opportunities to improve our services, processes and customer experience.

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Last reviewed: September 2026