Customer Service Statement

It is our intention to provide our customers including our centres, their staff and their learners, with the very best of service, support, advice and facilitation.

Below is a summary of our company commitments to our customers and which will be kept under regular review by the FIA in light of experience and feedback.

Centre Support

We will endeavour at all times to provide you (i.e. centres) with:

  • User friendly and supportive application processes
  • An assurance of quality in respect of our procedures and processes
  • A turnaround of certificates from receipt of the results within 14 working days[1]
  • Centre training and standardisation events
  • An assurance that our business is conducted in a professional manner at all times, and offering you best value for money
  • Fair and competitive prices for all of our services which are outlined in our Fees and invoicing policy.

General Support

We will endeavour at all times to:

  • Respond to all telephone and e-mail enquiries within 24 hours
  • Ensure a respectful, friendly and supportive attitude at all times to our centres and learners in all our dealings
  • Ensure that the staff and associates of the company are appropriately qualified to carry out their roles in an effective manner

Who to contact if you wish to enquire about any aspect of our qualifications or services:

It is FIA policy that all enquiries will be handled in a clear and friendly manner - with no undue delay and within 24 hours.  If we are unable to respond fully within 24 hours we will provide you with an estimated response data

Enquiries will be received initially by staff on the details below and then, if necessary, transferred to the relevant member of staff as shown below.

Telephone:       020 3166 5002

Email:               igurling@fia.uk.com

Post:                 FIA AO Manager,

Fire Industry Association

Tudor House, Kingsway Business Park

Oldfield Road

Hampton, Middlesex

TW12 2HD

                     Office Hours: 8.30 am to 4.00 pm Monday to Friday.

Subject

Initial Contact

  • General Enquiries
  • Processing of learner registrations and certificates.

, Qualifications Coordinator

  • Technical questions relating to qualifications.
  • Complaints
  • Appeals

Ian Gurling, FIA AO  Manager

  • Registration as a Recognised Centre.
  • Quality Assurance, centre monitoring and support

Ian Moore, Chief Executive Officer

  • Accounts.

Amanda Sawers, Finance Manager

Please note, whilst we are extremely committed to responding fully to all external enquiries we are not obliged (as recommended by the regulator Ofqual) to disclose information if to do so would be a breach of confidentiality and / or any other legal duty