Company Policies

Terms & Conditions

Elite Training Solutions reserves the right to cancel or reschedule any of its courses. Where it is necessary to cancel or reschedule any courses the customer’s point of contact will be informed at the first available opportunity and delegates will be rescheduled as priority to the next available course

Course Sizes: When booking groups onto our courses, please be aware that the maximum number of candidates for a single course is 12. Manual handling course maximum of 30 candidates.

Learner Identification: On the first day of training courses, learners must produce Photographic identification, acceptable examples include, Driving Licence, Passport, or any other recognised Photographic identification. Learners may also be asked to produce Photographic Identification in addition to the beginning of training courses, when qualifications are assessed by an external assessor

Minimum age requirement: All scheduled first aid courses require attendees to be 16 years of age or over. This age requirement also applies to all workplace group bookings.

Course Confirmation: Once a course date has been confirmed with the individual or company a conformation email with invoice will be sent, this means that the company or individual has thereby agreed to comply fully with ETS terms and conditions. Should the individual or company wish to reschedule a course ETS will provide available dates providing it falls within our transfer period terms and conditions, if the individual or company cannot agree to the alternative course dates provided, this will be classed as a cancellation 50% of the original course fee will be charged to the individual/ company. If you subsequently cancel a booking after a transfer has been made then the full cost of the course will be charged. Any request to transfer a course will need to be actioned at point of request, otherwise this is treated as a cancellation and full cancellation terms apply.

 

First Aid Course Payment & Administration: Full payment is required 7 working days prior to the course commencement date. We no longer accept cheque payments. In order for ETS to identify and address any specific learners needs, all candidates are to fully complete the enrolment form relevant to their chosen course(s) this includes registering for a society number, the forms must then be submitted to ETS a minimum of 7 working days prior to course commencement, scanned copies in PDF format of the forms are accepted, once completed they must be emailed to info@etsfirstaid.co.uk or postal of hard copies sent to the address shown on the invoice are also accepted.

Qualification renewal:

Candidates must be able to present a copy of their existing qualification certificate to us, to be eligible to renew their qualification. ETS does not keep copies of previous learners certificates, this is to comply with our awarding bodies standards for quality assurance, due diligence and prevention of fraud.

If you have previously attended a course with us and have lost your certificate, replacement copies of certification can be purchased directly from our awarding body, it is at the discretion of the awarding body to issue new certificates. Please contact us for the replacement Certificate order form.

It is the employers/ individuals responsibility to ensure that all attending a first aid at work requalification course hold a current first aid at work certificate which should be either valid on the date of the requalification or if expired, the expiry date must be not be expired more than 12 days before the start date of the renewal course . It is the responsibility/individual of the employer to ensure that candidates meet the criteria for renewal and provide ETS with a copy of the latest certificate at the time of booking.

Scheduled Courses 

Company Cancellations: Full course fee is charged for cancellations received less than 10 working days before the course start date.

Individual Cancellations: If you are booking as an individual, you have 7 working days in which to cancel your booking. If your course is due to start within 7 working days of the date you made the booking, cancellation has to be received prior to the course commencement date. This does not affect your statutory rights. Cancellations must be received in writing to info@etsfirstaid between the hours of 9:am-5pm a minimum of 7 working days prior to the course commencement date, or the full course fee will be charged

Transfers: No charges will be applied to any transfer request received by Elite Training Solutions provided that this is received at least 10 working days before the course start date. If a transfer is made within this period then this will be treated as a cancellation and full course fee will be charged. Any subsequent transfers from the new course will be treated as a cancellation of the original booking and the full cost of the course fee will apply. If you subsequently cancel a booking after a transfer has been made then the full cost of the course will be charged. Any request to transfer a course will need to be actioned at point of request, otherwise this is treated as a cancellation and full cancellation terms apply.

Substitutions: Substitutions will be accepted provided they meet the prerequisite criteria and the request is received prior to the course start date.

On Site Bookings

Courses must start at the agreed time to allow for equipment set up, lateness will not be accepted. The booker must agree to meet the course instructor at the agreed time at the designated meeting point, failure to do so will mean the course is cancelled unless prior agreement is made with the instructor.

Course Confirmation: Once a course date has been confirmed with the individual or company a conformation email with Invoice will be sent, this means that the company or individual has thereby agreed to comply fully with ETS terms and conditions. Should the individual or company wish to reschedule a course ETS will provide available dates providing it falls within our transfer period terms and conditions, if the individual or company cannot agree to the alternative course dates provided, this will be classed as a cancellation 50% of the original course fee will be charged to the individual/ company. If you subsequently cancel a booking after a transfer has been made then the full cost of the course will be charged. Any request to transfer a course will need to be actioned at point of request, otherwise this is treated as a cancellation and full cancellation terms apply.

Cancellations: Full course fee is charged for cancellations made within 10 working days of course start date. 50% of full course fee will be charged to a company/ individual if they cancel the booking once course confirmation has been made prior to 10 days of course commencement. Cancellations must be received in writing to info@etsfirstaid between the hours of 9:am-5pm a minimum of 7 working days prior to the course commencement date, or the full course fee will be charged.

Transfers: To alter the date(s) of an on-site booking full payment must have been received. We must receive the request at least 10 working days prior to the course start date.

No charges will be applied to any transfer request received by Elite Training Solutions, provided that this is received at least 10 working days before the course start date. If a transfer is made within this period then 50% of the cost of the course will be charged.

Mileage:Additional mileage may be charged for onsite training, dependant on your location from our Training Centre.

Course timing and joining instructions: Good time keeping throughout the course is essential. We will issue full joining instructions for candidates to the booker, which includes information on the start time of the course. It is the responsibility of the booker to ensure that the candidate is fully briefed and made aware of these instructions and all course requirements, before attending the course.

It is the responsibility of the booker to make sure the joining instructions are received. Instructions will be sent via email at least 30 days prior to the course start date, or if the course is to commence within 30 days then the joining instructions will be received within 5 working days.

If the joining instructions are not received it is the bookers responsibility to contact info@etsfirstaid.co.uk or telephone Elite Training Solutions (07708522621) to arrange for them to be resent. Failure to attend the course will result in the full cost of the course being charged.

Attendance: Candidates must attend and complete all aspects of the course to qualify for certification. The full cost of the course will be charged for candidates who arrive late or are absent from all or any part of the course, even when they are refused admittance due to lateness. In the case of illness we are able to transfer delegates on to another course provided that we receive a medical certificate if the delegate is happy to provide this. Transfer requests received less than 5 working days prior to the course date will be considered on receipt of a medical certificate, on permission of the delegate, due to illness only. If a medical certificate cannot be supplied, we will accept confirmation from the company HR Department that the delegate was unable to attend the session due to illness and they have had sight of a sick note to that effect.

Meeting the needs of the candidates – Elite Training Solutions has an Equal Opportunities Policy. To enable us to ensure that all candidates are treated fairly and their requirements are fully met, you must advise us in advance of any needs that your candidates have to enable them to participate fully in the training. Please note that there may be a charge for any additional costs incurred for specialist equipment and/or personnel such as signers or translators.

Candidate Selection: It is the responsibility of the employer to select suitable persons to become first aiders in the workplace. This will depend on a number of factors including:

  • Reliability, disposition and communication skills.
  • Aptitude and ability to cope with stressful and physically demanding emergency procedures.
  • Normal duties. These should be such that individuals can be made available immediately and rapidly to attend to an emergency.Candidates unable to meet the above requirements or failing to meet the pre-set assessment criteria for the course, will not be awarded a certificate, and will therefore be unable to act as first aiders within the workplace.Re-certification: It is the employer’s responsibility to ensure that all candidates attending a first aid at work requalification course hold a current first aid at work certificate which should be either valid on the date of the requalification or if expired, then the expiry date must be no more than 12  days before the start of the course being attended. It is the responsibility of the employer to provide a copy of the certificate at the time of booking.

Certification: Candidates that successfully complete courses, will be issued certificates up to two weeks after completing the course. Certificates will be posted to the Workplace/ Candidate via Royal mail and need to be signed for. In the event certificates not being received, please notify us within 1 month of completing the course to request the royal mail postal reference number, any claims of non-received certificates are to be pursued by the booker.  Replacement certificates for damaged or loss will incur additional charges.

RLSS NPLQ Assessor Payments

In the event that full invoice payment is not made within a 30-day period of assessment commencement or a mutually agreed period in writing between the client and ETS, or in the event of late payment We reserve the right to exercise our statutory rights to claim interest (at 8% over the Bank of England base rate) and compensation for debt recovery costs under the Late payment legislation. If we are not paid according to our agreed terms, each day that passes after the invoice due date 8% interest will be added to the original invoice costs until the invoice has been paid in full.

Limitation of liability: Except in respect of death or personal injury caused by the negligence of Elite Training Solutions, we shall not be liable by reason of any representation (unless fraudulent) or implied warranty condition or other term, or any duty at common law or under the express terms of this agreement, for any loss of profit or any indirect special or consequential loss, cost expenses or other claims for compensation. The entire liability of Elite Training Solutions, to you under or in connection with this agreement and the provision of the first aid training shall not exceed the sum of twice the contract value.

Definitions

Contract has the meaning set out in clause 4.5;

Goods means the goods purchased by you in accordance with the Contract;

Website means the Highfield e-learning website www.etsfirstaid.co.uk

Working Day means a day (other than a Saturday, Sunday or public holiday) when banks in London are open for business.

Terms

1.1 Subject to any variation under condition 1.3 the Contract (as defined below) shall be on these Terms and the Privacy Policy (as defined below) to the exclusion of all other terms and conditions (including any terms or conditions which you purport to apply under any purchase order, confirmation of order, specification or other document).

1.2 No terms or conditions endorsed on, delivered with or contained in your purchase order, confirmation of order, specification or other document shall form part of the Contract simply as a result of such document being referred to in the Contract.

1.3 These Terms apply to all Highfield’s/ ETS sales of Goods to you and any variation to these Terms and any representations about the Goods shall have no effect unless expressly agreed in writing and signed by a director of Highfield/ ETS. You acknowledge that you have not relied on any statement, promise or representation made or given by or on behalf of Highfield/ ETS which is not set out in the Contract.

E-mail and attachments

3.1 Highfield will not send you an e-mail with an attachment unless you specifically request it. We will not ask you to confirm any of your details by e-mail. Should you receive an e-mail with an attachment indicating that it is from Highfield, and you have not specifically asked for the attachment you should not open it, as it may not be from us.

3.2 All of Highfield’s/ ETS e-mail enabled computers are running up-to-date antivirus software. Although every reasonable effort has been made to ensure that our computers are virus free, we cannot be held responsible for any loss or damage to computers or other equipment, however caused by opening a file from or indicating that it is from Highfield/  ETS.

Order Process

4.1 Our privacy and cookies policy (the “Privacy Policy”) sets out the terms on which we process any personal data we collect from you or that you provide to us. By using our site you consent to such processing and you warrant that all data provided by you is accurate. It also sets out information about the cookies we use on our site.

4.2 Each order or acceptance of a quotation for Goods by you from ETS shall be deemed to be an offer by you to buy Goods subject to these conditions.

4.3 No order placed by You shall be deemed to be accepted by ETS until a written acknowledgement of the order is issued by ETS or (if earlier) ETS delivers the Goods to You.

4.4 You shall ensure that the terms of your order and any applicable specification are complete and accurate.

4.5 Any quotation is given on the basis that the Contract shall come into existence upon dispatch by Highfield of the acknowledgement of order or, if earlier, dispatch of the Goods to you (the “Contract”). Any quotation is valid for a period of 30 days only from its date, provided that Highfield has not previously withdrawn it.

The Goods

6.1 All Goods are subject to availability. As a result of continuous product improvement the specification or design of Goods may vary from that shown.

6.2 It is your responsibility to ensure the suitability of the Goods offered for any particular purpose prior to purchasing the Goods.

Digital Downloads

7.1 The content of our Digital Downloads does not constitute advice and should not be relied upon by you when making or refraining from making any decision.

7.2 Subject to clause 11.3, we will not be liable to you for any economic loss, loss of profit, loss of business, loss of data, loss of revenue, depletion of goodwill or otherwise, in each case whether direct, indirect or consequential, or any claims for consequential compensation whatsoever which arise out of or in connection with the content, purchase and/or download by you of:

7.2.1 the Digital Downloads; and/or

7.2.2 materials the same as or similar to the Digital Downloads that are not provided or created by Highfield/ ETS.

Copyright

8.1 You acknowledge and agree that Highfield and/or its licensors own all intellectual property rights in the Goods. Except as expressly stated herein, the contract does not grant you any rights to, or in, patents, copyright, database right, trade secrets, trade names, trademarks (whether registered or unregistered), or any other rights or licences in respect of the Goods.

8.2 Subject to clause 9.2, no part of any publication, training materials, CD ROM, DVD, video production or any of ETS works may be reproduced by you. These works may not be stored in a retrieval system, or transmitted in any form or by any means electronic, photocopying, recording or otherwise without prior written consent from ETS.

8.3 Notwithstanding clause 8.2, if the Goods you purchase from us include a Digital Download Project you shall be entitled to download and use such Digital Download Project from the Website without a licence from us. All intellectual property rights in such Digital Download Project, as between you and us, shall be owned by us both before and after purchase by you of the Digital Download Project.

8.4 Goods provided to you on a preview only basis must not be used for training purposes until you purchase such Goods and/or must not be provided to and/or made accessible to any third party.

Prices and Payment

9.1 You shall pay for the Goods at the point at which you purchase the Goods via the Website. The price of the Goods shall be confirmed prior to you purchasing the Goods.

9.2 All prices in our catalogue, leaflets and on the Website are in GBP, prices shown were correct when published. We reserve the right to change the advertised price before an order is placed. You shall be notified of such amended price prior to purchasing the Goods.

9.3 The Goods remain the property of ETS until payment has been received byETS from you in full and cleared funds.

9.4 If you fail to make any payment due to Highfield under the Contract by the due date for payment, ETS may charge interest at the higher of either 3% above the base rate or the rate as set out in the Late Payments of Commercial Debts Regulations. Such interest shall accrue on a daily basis from the due date until actual payment of the overdue amounts, whether before or after judgment. You will pay the interest together with the overdue amount.

Delivery

10.1 For delivery timescales please refer to section 5.1.1.

10.2 Risk of loss or damage to the Goods shall pass to you upon delivery whether or not the Goods have been paid for.

10.3 Subject to clause 10.5 damage to Goods must be noted at the time of delivery and claims must be notified to Highfield within 14 days of delivery to you. Claims for non-delivery of Goods must be notified to ETS within 7 days of the invoice date.

10.4 Subject to clause 10.5 faulty Goods will be accepted for return within 14 days of delivery to you if they are returned undamaged.

10.5 Subject to this clause 10.5 Goods returned to ETS without agreement or in a damaged condition will be rejected and returned to you at your cost.

10.6 Subject to clause 10.5 proof of delivery of returned Goods must be retained by you. Returned videos obtained for preview should be sent by a first class recorded mail option.

Liability

11.1 This clause sets out ETS’s entire liability to you.

11.2 All warranties, conditions and other terms implied by statute or common law (save for the conditions implied by section 12 of the Sale of Goods Act 1979) are, to the fullest extent permitted by law, excluded from the Contract.

11.3 Nothing in these conditions excludes or limits our liability:
(a) for death or personal injury caused by our negligence; or
(b) if applicable under section 2(3), Consumer Protection Act 1987; or
(c) for any matter which it would be illegal for the Highfield to exclude or attempt to exclude its liability; or
(d) for fraud or fraudulent misrepresentation.

11.4 Subject to condition 11.2 and condition 11.3:
(a) Our total liability in contract (including pursuant to an indemnity) tort (including negligence or breach of statutory duty), misrepresentation, restitution or otherwise, arising in connection with the performance or contemplated performance of the Contract shall be limited to a sum equal to the price paid by you for the Goods; and
(b) We shall not be liable to you for any pure economic loss, loss of profit, loss of business, loss of data, loss of revenue, depletion of goodwill or otherwise, in each case whether direct, indirect or consequential, or any claims for consequential compensation whatsoever (howsoever caused) which arise out of or in connection with the contract.

Refunds, Cancellation and Credit Notes

12.1 The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the “Consumer Contract Regulations”). If you are purchasing goods from us as a Consumer, the Terms of this Clause 12 will apply.

12.2 You are entitled to a 14 day ‘cooling off’ period from the date you receive the Goods under the Consumer Contract Regulations, during which time you may return Goods purchased through the Website, subject to condition 12.4, for a refund or exchange, for any reason.

12.3 If you wish to exercise your rights under the Consumer Contract Regulations, you can do so by informing us of your intentions in writing or by completing the model cancellation form. Any refund will be limited to the cost of the Goods purchased. You must return the Goods to us within 14 Working Days of the date on which you notify us that you wish to cancel the Contract. You will be liable for all shipping costs incurred in returning the Goods to us. The Goods must be returned undamaged and unused. The Goods must be returned using a recorded and insured delivery service. Non-faulty items returned may be subject to a re-stocking fee.

12.4 Your refund will be issued within 14 days of receipt of the undamaged, unused Goods. We reserve the right not to issue a refund if, upon inspection, the Goods are found to have been used or damaged in any way. This does not affect your statutory rights.

12.5 In respect of Goods purchased with the European Economic Area, the right to cancel does not extend to any un-sealed audio or video recordings, computer software/files, personalised Goods or Goods made to a customer’s specification, perishable Goods and / or services and any copyright protected training materials including Digital Download Projects.

12.6 Except for the provisions of clauses 12.1 – 12.5 which apply if you are a consumer, it is company policy not to issue cash refunds. Notwithstanding clauses 12.1 – 12.5 above, you may, with our prior written consent, return unused Goods and have your account credited by way of a credit note for future orders subject to the following conditions:
(a) the Goods must be in a good condition, unopened, unused and undamaged;
(b) you are able to provide us with the original invoice or proof of purchase; and
(c) you are responsible for the cost of returning the Goods to us.

12.7 Notwithstanding clause 12.6, we reserve the right to refuse to provide you with a credit note for any reason and may charge you an administrative fee for our reasonable costs incurred in arranging such credit note.

12.8 When a credit note is issued it is valid for 12 months and may be used against any ETS products. If your credit note exceeds the purchase price of the good(s) you are purchasing, no change will be given for the unused portion of the credit note. Where your credit note is less than the purchase price of the good(s) you are purchasing, you must pay the outstanding balance.

12.9 It is important to keep your original credit note safe as copies will not be accepted. The credit note number reference must be presented prior to the point of purchase in order for the good(s) to be collected or delivered.

Personal Information and Data Protection

13.1 Please access our Privacy Policy for details as to how we use your information. We do not sell personal information about any of our customers, to any party, for any reason.

13.2 By accepting these terms and conditions, you consent to us holding your personal details for our records only. Your personal details will be held securely and will be used only for our own marketing/promotional purposes, for review by third parties if you have submitted information to an online directory, or for order/payment processing/monitoring. Your personal details WILL NOT be passed on to any third parties without your express permission. If you would like us to remove you from our private records, please contact us supplying your name and address, and your personal details will be removed within 7 Working Days.

Assignment

15.1 ETS may assign the Contract or any part of it to any person, firm or company.

15.2 You shall not be entitled to assign the Contract or any part of it without the prior written consent of ETS.

Force Majeure

16.1 Highfield reserves the right to defer the date of delivery or to cancel the Contract or reduce the volume of the Goods ordered by you (without liability to you) if it is prevented from or delayed in the carrying on of its business due to circumstances beyond the reasonable control of ETS including, without limitation, acts of God, governmental actions, war or national emergency, acts of terrorism, protests, riot, civil commotion, fire, explosion, flood, epidemic, lock-outs, strikes or other labour disputes (whether or not relating to either party’s workforce), or restraints or delays affecting carriers or inability or delay in obtaining supplies of adequate or suitable materials, provided that, if the event in question continues for a continuous period in excess of 180 days, you shall be entitled to give notice in writing to ETS to terminate the Contract.

General

17.1 Each right or remedy of ETS under the Contract is without prejudice to any other right or remedy of Highfield whether under the Contract or not.

17.2 If any provision of the Contract is found by any court, tribunal or administrative body of competent jurisdiction to be wholly or partly illegal, invalid, void, voidable, unenforceable or unreasonable it shall to the extent of such illegality, invalidity, voidness, voidability, unenforceability or unreasonableness be deemed severable and the remaining provisions of the Contract and the remainder of such provision shall continue in full force and effect.

17.3 Failure or delay by ETS in enforcing or partially enforcing any provision of the Contract shall not be construed as a waiver of any of its rights under the Contract.

17.4 Any waiver by ETS of any breach of, or any default under, any provision of the Contract by the Customer shall not be deemed a waiver of any subsequent breach or default and shall in no way affect the other terms of the Contract.

17.5 The parties to the Contract do not intend that any term of the Contract shall be enforceable by virtue of the Contracts (Rights of Third Parties) Act 1999 by any person that is not a party to it.

17.6 The formation, existence, construction, performance, validity and all aspects of the Contract shall be governed by English law and the parties submit to the exclusive jurisdiction of the English courts.

Communications

18.1 All communications between the parties about the Contract shall be in writing and delivered by hand or sent by pre-paid first class post or sent by fax:
(a) (in case of communications to  ETS) to its registered office or such changed address as shall be notified to the Customer by ETS; or
(b) (in the case of the communications to the Customer) to the registered office of the addressee (if it is a company) or (in any other case) to any address of the Customer set out in any document which forms part of the Contract or such other address as shall be notified to ETS by the Customer.

18.2 Communications shall be deemed to have been received:
(a) if sent by pre-paid first class post, two days (excluding Saturdays, Sundays and bank and public holidays) after posting (exclusive of the day of posting); or
(b) if delivered by hand, on the day of delivery; or
(c) if sent by fax on a Working Day prior to 4.00 pm, at the time of transmission and otherwise on the next Working Day.

e-Learning Activation Codes

19.1 In order to access software that ETS has agreed to licence to you, you may require an activation code from Highfield. Please contact ETS in order to request the activation code. All activation codes are valid for 30 days only from the date they are provided to you. If you have not inputted the activation code within such 30 day period, you will need to call Highfield to obtain a further activation code.

19.2 The software licence will commence from the date that you activate the code and will expire after a certain period of time as notified to you by Highfield. You will no longer be able to access the software once the code has expired. If you require access to the software following expiry of the activation code, please contact Highfield to agree an extension of the software licence, such extension being at Highfield’s sole discretion.

19.3 You should ensure that you are ready to, and capable of, installing and registering the software before contacting Highfield for your activation code.

19.4 All licences shall be for a single machine only unless otherwise stated. Should you require further licences for additional users or machines, please contact ETS.

19.5 Any attempt to breach licence conditions, for example installing on multiple machines or attempting to fraudulently extend the licence duration, will be considered a serious copyright infringement.

Privacy Policy

At Elite Training solutions we take your privacy very seriously and are committed to protecting the security of your personal information.

This Policy explains how we, Elite Training Solutions, may collect and use the information you give us, the conditions under which we may disclose it to others and how we keep it secure.

We may change this Policy from time to time so please check this page occasionally to ensure that you’re happy with any changes. By using our website, you agree to be bound by this Policy.

Elite Training Solutions has appointed a Data Protection Officer, who can help you with any queries about the information in this privacy policy: by email- info@etsfirstaid.co.uk.

This Policy contains the following sections:

1. WHO WE ARE

Elite Training Solutions is a UK based First aid Training provider.

The information in this Privacy Policy relates to personal information which is obtained by the above entities and for which Elite Training Solutions is the Data Controller under data protection legislation.

2. WHAT TYPE OF PERSONAL INFORMATION IS COLLECTED FROM YOU

The personal information we collect from you is limited to what is necessary to enable us to carry out the purposes for which it is collected.  The type of personal information we collect depends on the context of your interactions with Elite Training Solutions and the choices you make, including your privacy settings.

The data we may collect, store and use can include the following:

  • • Name and contact information. We may collect your first and last name, title, job title and company name, email address, postal address, phone number and other similar contact data..
  • • Any personal information which you choose to provide us with in correspondence with you.
  • • Photographs, videography.

You have choices about some of the personal information we collect. When you are asked to provide personal information, you may decline.  Please note that if you choose not to provide personal information that is necessary to enable us to carry out your request- for instance, details to allow certification then we may not be able to fulfil your request.

We may provide links via Elite Training Solutions website to other websites or you might independently visit the website of a third party who provides services on our behalf, the privacy practices of these third-party websites are outside our control and in these cases, you should check the privacy notices of any third-party websites before disclosing any personal information.

3. HOW WE COLLECT YOUR PERSONAL INFORMATION

There are various ways you might share your personal information with St John Ambulance, depending on how you interact with us.  At present we offer the following channels of communication (though not all may be available to you and will depend on the reason for your contact with us):

  • • Websites- online forms
  • • Paper forms
  • • E-mail
  • • Text
  • • Face to face
  • Images/ CCTV

For instance, you might provide personal information when making an enquiry to us through our website, by text, by telephone.

You might send us an e-mail requesting support with a product or service, and personal information might be collected by us to enable us to deal with your enquiry.

When you contact us via telephone, such as for customer support or to make a booking, telephone conversations with our representatives may be monitored and recorded.

Some of our premises are monitored by CCTV and footage may be captured for security and safety purposes.

When you visit our website, we use marketing analytics products and providers to measure the effectiveness of our websites, which may entail the collection of personal information in the form of online identifiers.

We may also obtain personal information from third parties.  We protect data obtained from third parties according to the practices described in this Privacy Policy, plus any additional restrictions imposed by the source of the data.  These third-party sources vary over time, but have included:

  • Someone who may post a photograph or information relating to you to our social media platforms.
  • Data brokers from which we purchase information for potential business customers (for example, name, job title and business address).
  • Partners with which we offer co-branded services or engage in joint marketing activities.
  • Publicly-available information such as newspaper or online media items; public posts on LinkedIn or social media; open government databases such as Companies House; databases of grant-funding opportunities and other data in the public domain.  Please refer to section 7 (‘Profiling’) below for more information about how we may use this information.

4. HOW WE USE YOUR PERSONAL INFORMATION

There are various ways in which we may use or process your personal information.  We list these below and the legal basis we rely on in each case.

Consent

Where you have provided your consent, we may use and process your personal information to:

  • Contact you from time to time about our campaigns, activities, ways you can support Elite Training Solutions such as events, products, services, youth programmes or information and know-how which we reasonably think may be of interest to you.  Please be assured that we will not spam you and such communications will be aligned to the consent you have given us.
  • Promote Elite Training Solutions campaigns, activities, ways to support such as, events, products, services, youth programmes or information and know-how, using a review you have written, a case study about you, photograph or video footage featuring you (or a child aged under 13).  These may be featured in social media, printed and digital media, television and radio communications.

You can withdraw your consent at any time by contacting us using the details provided within section 5 below (‘Your Right To Withdraw Consent To Processing Of Personal Information’) or, in relation to any marketing messages you receive, by using the unsubscribe option included in those messages.

Contractual performance

  • We may use and process your personal information to perform a contract with you (or a contract made with someone else which requires us to provide goods or services to you, such as a training course) and to fulfil and complete your orders for goods, services, venue hire, and other transactions entered into with us.

Legitimate interests

We may use and process your personal information where it is necessary for us to carry out activities which are in our legitimate interests.  The main legitimate interests we rely on are:

(i)           To operate lawfully and effectively and to administer all aspects of our business.

Supporting customers and supporters with requests for information

We will process your information to fulfill your request for information about becoming a supporter, campaigns, activities, events, products, services, youth programmes or information and know-how.

Supporting customers with booking training courses and other enquiries

We will process your personal information to respond to any correspondence you send us and fulfil the requests you make to us.  We will also process your personal information to carry out reasonable administration of your order or booking.

Processing necessary for us to understand and respond to customers’ and supporters’ needs

We may process personal information to analyse, evaluate and improve your customer experience of our web-sites to improve our products and services (we will generally use data amalgamated from many people so that it doesn’t identify you personally).

You may choose to give us feedback on any of your experiences with Elite Training Solutions and your feedback together with any personal information you provide will enable us to analyse, evaluate and improve your customer/supporter experience and to respond to you as appropriate.

We may undertake market analysis and research (including contacting you with customer/supporter surveys) so that we can better understand you as a customer/supporter and provide tailored information, products and services that we think you will be interested in. We will only send marketing communications to you if you have provided your consent for us to do so or in certain cases, if we have a legitimate interest in doing so.

Profiling our existing and potential customers and supporters

We use profiling and screening techniques to ensure communications are relevant and timely, and to provide an improved experience for our supporters.  Please see section 7 (‘Profiling’) for further information.  You can let us know if you do not want us to use your personal information in this way.

Processing necessary for us to promote our business, products and services and measure the reach and effectiveness of our campaigns

We may send you information from time to time after you have purchased a product or service from us or made a purchasing enquiry.  We will only contact you with information about our own products, services and any other information we believe may be of interest to you (and in ways the law allows), which we hope you will like. You have the right to object to us sending you this information at any time.  Please see section 13 for information on how to do this (‘Your Rights in Connection with Personal Information’).

We may also contact you from time to time with marketing information (unless you object) if you are acting on behalf of a business or where we have obtained your business contact details from a data broker or public business directory.  In relation to any such information we send by email, we will include an option allowing you to object to receiving future messages by unsubscribing.

We may contact you with targeted advertising delivered online through social media and other platforms operated by other companies, unless you object. You may receive advertising based on information about you that we have provided to the platform or because, at our request, the platform has identified you as having similar attributes to the individuals whose details it has received from us. To find out more, please refer to the information provided in the help pages of the platforms on which you receive advertising from us.

We may process your personal information to identify and record when you have received, opened or engaged with our website or electronic communications.

We may process your personal information to administer competitions, promotions, lotteries or raffles that you enter with us from time to time and to distribute prizes.

We may use photographs or video footage which feature you, but which do not identify you by name, to promote Elite Training Solutions.

Processing necessary for us to operate the administrative and technical aspects of our business efficiently and effectively

We may have to share your personal information with third parties, as described in section 6 (‘Data Sharing’) below.

We may have to verify the accuracy of information that we hold about you and create a better understanding of you as a customer.

We may process your personal information for network and information security purposes, for example, for us to take steps to protect your information against loss, damage, theft or unauthorised access.

We may process your personal information to comply with a request from you in connection with the exercise of your rights.  For example, where you have asked us not to contact you for marketing purposes, we will keep a record of this on our suppression lists in order to be able to comply with your request.

We may process your personal information to inform you of updates to our terms and conditions and policies.

Processing necessary to protect our premises, property and people

We may process personal information for crime prevention and detection purposes and to keep our people safe.  For example, some of our premises have CCTV cameras and CCTV is also installed on certain vehicles.

Legal obligation

We may process your personal information to comply with our legal requirements (for example, to contact you if there is an urgent safety or product recall notice and we need to tell you about it).

Other grounds for processing

Vital interest

Sometimes we will need to process your personal information if, for example, there is an urgent safety or product recall notice and we or the manufacturer of the product needs to tell you about it, or for life saving medical diagnosis and treatment purposes.

Change of purpose

We will only use your personal information for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose.  If we need to use your personal information for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.

Please note that we may process your personal information without your knowledge or consent, in accordance with this Policy, where this is required or permitted by law.

5. YOUR RIGHT TO WITHDRAW CONSENT TO PROCESSING OF PERSONAL INFORMATION

If you have consented to the collection, processing and transfer of your personal information for a specific purpose(s), you have the right to withdraw your consent for that specific processing at any time.  To withdraw your consent, please contact our Data Protection Officer by email- info@etsfirstaid.co.uk Tel:07708522621.

As quickly as possible and in any event within 30 days of receiving notification that you have withdrawn your consent, we will no longer process your information for the purpose or purposes you originally agreed to (unless we have another legitimate basis for doing so in law).  Please note that if you ask us to stop sending marketing information we will update our records to stop further mailings as quickly as we can, but you may still receive further mailings which were already in progress prior to your asking us to stop for up to 2 months.

The withdrawal of your consent will not affect the lawfulness of our processing based on your consent before you withdrew your consent.

6. DATA SHARING

We will not sell or rent your information to third parties.

We may have to share your data with third parties, as described below.  If we do, you can expect a similar degree of protection in respect of your personal information to that provided by us.  We require third parties to respect the security of your data and to treat it in accordance with the law.  We do not allow our third-party service providers to use your personal data for their own purposes.  We only permit them to process your personal data for specified purposes and in accordance with our instructions.

We may pass your personal information to our third-party service providers, including contractors and designated agents, and other associated organisations for the purposes of completing tasks on our behalf (for example to process donations and payments, to fundraise, send you St John Ambulance communications, to supply you with goods and services, to resolve product queries or issues and to assist us with marketing analysis).  However, when we use third party service providers, we disclose only the personal information that is reasonably necessary to deliver the service.

We may transfer your personal information to a third party as part of a sale of some or all of our business and assets to any third party or as part of any business restructuring or re-organisation, or if we’re under a legal duty to disclose or share your personal data in order to comply with or enforce any legal obligation or rights or to enforce or apply our terms of use or to protect the rights, property or safety of our supporters and customers. However, we will aim to protect your privacy.

.

Data transfers to parties outside the EU

There may be some instances where your personal information is processed or stored outside of the EU.  In those instances, we will ensure that appropriate safeguards are in place for that transfer and storage as required by applicable law.

There is an adequacy decision by the European Commission for these countries, which means that they are deemed to provide an adequate level of protection for your personal information.

7. PROFILING

Profiling is often used in direct marketing and involves analysing data to improve the targeting of communications.  We may use profiling and screening techniques to ensure communications are relevant and timely, and to provide an improved experience for our supporters.  If you do not wish your data to be used in this way, you are entitled to object.  Please see section 13 below (‘Your Rights in Connection with Personal Information’) on how to do this.

When building a profile, we may analyse geographic, demographic and other information relating to you in order to better understand your interests and preferences, so we can contact you with the most relevant communications.  In doing this, we may use additional information from third party sources when it is available, such as publicly available data about you (for example, addresses, listed directorships on Companies House, property prices on the Land Registry or typical earnings in a given area).  We may also gather additional data which is freely available in the public domain (for example, newspaper articles or online sources).

We do this because it allows us to understand the background of the people who support us and helps us make appropriate requests to.

8. HOW LONG WE KEEP YOUR PERSONAL INFORMATION FOR

We will only retain your personal information for as long as necessary for the purposes we collected it for, as set out in our Data Retention Schedule, including for the purposes of satisfying any legal, accounting or reporting requirements.  To determine the appropriate retention period for personal information, we consider the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal information, the purposes for which we process your data, the potential risk of harm from unauthorised use or disclosure of your data, the purposes for which we process your personal information and whether we can achieve those purposes through other means, and the applicable legal requirements.

In some circumstances we may anonymise your personal information so that it can no longer be associated with you, in which case we may use such information without further notice to you.

For further information about the retention period in a particular case, please contact our Data Protection Officer by email- info@etsfirstaid.co.uk.

9. HOW WE KEEP YOUR DATA SAFE

Elite Training Solutions would like to reassure you that we use appropriate security measures to protect your personal information against unauthorised or unlawful processing and against accidental loss, destruction or damage.  These measures may include, but are not limited to, a range of organisational safeguards such as staff training, and duties of confidentiality and the following technical safeguards listed below.  We have put in place procedures to deal with any suspected data security breach and will notify you and any applicable regulator of a suspected breach, where we are legally required to do so.

  • Encryption

Encryption is the process of converting data to an unrecognizable or “encrypted” form. This means that only the sender and intended recipient can view it in a meaningful way.  If the encrypted data is stolen, it should not be possible to change it back to readable data.

  • Pseudonymisation

Pseudonymisation changes data that can be used to identify a person into data that can’t be used to identify a person. This is done by replacing the data that can be used to identify someone with other data, for example, changing someone’s date of birth to 01/01/1700.

  • Certification from third parties

We engage security experts to test or confirm that our systems meet relevant security standards.

  • Secure log on/authentication

As well as requiring staff to enter usernames and passwords, our systems also check that a particular computer or program is authorised to access and manipulate data before allowing it to do so.

  • Access controls and role based access controls

Staff are prevented from accessing our systems unless they enter their user name and password.  In addition, we restrict whose personal data each user can access depending on their role at Elite Training solutions and individual data files are password protected.  We also limit access to your personal information to those agents, contractors and other third parties who have a business need to know.  Everyone with access to your personal information are subject to a duty of confidentiality and will only process your personal information on our instructions.

  • Data back-up and restoration

We regularly back-up our systems and data which means that we can restore or recover the system and data from a back-up file.

  • Network controls

We protect our network by using Firewalls that only allow access between different networks based upon strict security criteria.  For example, a Web Application Firewall filters, monitors and blocks any internet traffic to and from a web application such as webmail and online forms.  It detects and blocks anything malicious.

  • System testing and monitoring

We regularly test whether our systems are secure.  We also engage independent companies to test whether our systems are secure.  We regularly monitor our systems for signs of hacking and attacks and we use anti-virus software to detect and prevent computer viruses.

  • Data Loss Protection tools

Data Loss Protection tools place limits on where users can save data.  For example, users might be prevented from sending data by email or saving it onto their home computer.

  • Mobile Device Management

Mobile phones and laptops are mobile devices.  Mobile Device Management allows organisations to limit the locations where personnel can save data to on their mobile device. When a staff member of St John Ambulance leaves our organisation or loses a laptop or mobile, the data can be wiped from the laptop or mobile remotely.

10. CHANGES TO YOUR PERSONAL INFORMATION

Please let us know if your contact information changes so that we can ensure that our records are accurate and up to date.  You can request that we change your contact details by contacting our Data Protection Officer by email- info@etsfirstaid.co.uk

11. YOUR RIGHTS IN CONNECTION WITH PERSONAL INFORMATION

By law you have the right to:

  • • Request access to your personal information.  This enables you to receive a copy of the personal information we hold about you and to check that we are lawfully processing it.
  • • Request correction of the personal information we hold about you.  This enables you to have any incomplete or inaccurate information we hold about you corrected.
  • • Request erasure of your personal information.  This enables you to ask us to delete or remove personal information where there is no good reason for us to continue processing it.  You also have the right to ask us to delete or remove your personal information where you have exercised your right to object to processing (see below).
  • • Object to processing of your personal information where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground.  You also have the right to object where we are processing your personal information for direct marketing purposes.
  • • Request the restriction of processing of your personal information.  This enables you to ask us to suspend the processing of personal information about you, for example if you want us to establish its accuracy or the reason for process it.
  • • Request the transfer of your personal information to another party.

If you want to review, verify, correct or request erasure of your personal information, object to the processing of your personal data, or request that we transfer a copy of your personal information to another party, please send a written request to our Data Protection Officer by email- info@etsfirstaid.co.uk We will ask you for information to confirm your identity and, where applicable, to help us search for your personal information.  Except in rare cases, we will respond to you within 30 days after we have received any request (including any identification documents requested)

12. USE OF COOKIES

To make full use of the online shopping and personalised features on Elite Training Solutions website, your computer, tablet or mobile phone will need to accept cookies. Our cookies don’t store sensitive information such as your name, address or payment details: they simply hold the ‘key’ that, once you’re signed in, is associated with this information.

You can restrict, block or delete cookies from Elite Training Solutions at any time through your browser. Each browser is different, so check the ‘Help’ menu of your particular browser (or your mobile phone’s handset manual) to learn how to change your cookie preferences.

13. ORGANISATION CONTACT

We have appointed a Data Protection Officer to oversee compliance with this Policy.  If you have any questions about this Policy or how we handle your personal information, please contact our Data Protection Officer by email- info@etsfirstaid.co.uk

14. RIGHT TO MAKE A COMPLAINT

You have the right to make a complaint at any time by contacting us via tel:07708522621 Email:info@etsfirstaid.co.uk

Royal Lifesaving Society Policies

Our Policies include the following documents

  • Equality & Diversity Policy
  • Appeals Procedure
  • Complaints Procedure
  • Malpractice Policy
  • Special Considerations & Reasonable Adjustments Policy

Copies of all our policies can be requested by emailing info@etsfirstaid.co.uk

Last updated: 19/05/19

Website Privacy and Cookie Policy

Who we are

Elite Training Solutions is a provider of first aid training and E-Learning training based in Ashby De La Zouch, Leicestershire.

Our website address is: https://www.etsfirstaid.co.uk

What personal data we collect and why we collect it

Your name and contact information will be stored with your consent (or implied consent such as making an enquiry on our website) so that we may contact you in relation to your enquiry.

We may contact you in relation to an ongoing contract.

We may contact you in relation to legitimate business interest.

Your data will be kept on record for financial accounting purposes which we are legally required to maintain records of.

Your contact details will only be added to our mailing list if you are an existing customer (legitimate business interest) or if you have explicitly opted-in to receive marketing communications from us via our website. You can opt out at any point in time by clicking the unsubscribe button at the bottom of any of our marketing emails.

Our website uses cookies to help us to monitor traffic through our website. We use Google Analytics. All data is anonymous and no personal data is collected.

Comments

When visitors leave comments on our website we collect the data shown in the comments form, the visitor’s IP address and browser user agent string to help spam detection.

An anonymised string created from your email address (also called a hash) may be provided to the Gravatar service to see if you are using it. The Gravatar service privacy policy is available here: https://automattic.com/privacy/. After approval of your comment, your profile picture is visible to the public in the context of your comment.

Media

If you upload images to this website, you should avoid uploading images with embedded location data (EXIF GPS) included. Visitors to the website can download and extract any location data from images on the website.

Contact forms

Contact form submissions to this website are collected and processed by us. By completing the contact form you are giving us permission to contact you under the lawful basis defined as ‘legitimate business interest’. Your personal data is not used for marketing purposes unless you opt-in. The details of your enquiry will be kept until the query has been resolved and then retained for statistical purposes. Your data will only be used by the company for the purpose of answering your query unless you have opted in to receive marketing communications.

Akismet Anti-Spam Service

We collect information about visitors who comment on websites that use our Akismet anti-spam service. The information we collect depends on how the User sets up Akismet for the website, but typically includes the commenter’s IP address, user agent, referrer, and Site URL (along with other information directly provided by the commenter such as their name, username, email address, and the comment itself).

About Cookies

Cookies are files, often including unique identifiers, that are sent by web servers to web browsers, and which may then be sent back to the server each time the browser requests a page from the server.

Cookies can be used by web servers to identity and track users as they navigate different pages on a website, and to identify users returning to a website.

Cookies may be either “persistent” cookies or “session” cookies. A persistent cookie consists of a text file sent by a web server to a web browser, which will be stored by the browser and will remain valid until its set expiry date (unless deleted by the user before the expiry date). A session cookie, on the other hand, will expire at the end of the user session, when the web browser is closed.

Cookies on this Website

Google Analytics

Google Analytics Cookies on this website use the following names:

_utma
_utmb
_utmc
_utmz

The cookies named __utma through __utmz come from websites that use Google Analytics, which primarily uses it to track visits.

Cookies do not contain any information that personally identifies you, but personal information that we store about you may be linked, by us, to the information stored in and obtained from cookies.

We may use the information we obtain from your use of our cookies for the following purposes:

(1) to track you as you navigate our website;
(2) to analyse the use of our website;

__utmz stores where a visitor came from (search engine, search keyword, link)
__utma stores each user’s amount of visits, and the time of the first visit, the previous visit, and the current visit (presumably partly for double checking of this information).
__utmb and __utmc are used to check approximately how long you stay on a site: when a visit starts, and approximately ends (c expires quickly). If you look at cookie state changes (e.g. using firecookie), you will see these change regularly.

If you leave a comment on our site you may opt-in to saving your name, email address and website in cookies. These are for your convenience so that you do not have to fill in your details again when you leave another comment. These cookies will last for one year.

If you have an account and you log in to this site, we will set a temporary cookie to determine if your browser accepts cookies. This cookie contains no personal data and is discarded when you close your browser.

When you log in, we will also set up several cookies to save your login information and your screen display choices. Login cookies last for two days, and screen options cookies last for a year. If you select “Remember Me”, your login will persist for two weeks. If you log out of your account, the login cookies will be removed.

If you edit or publish an article, an additional cookie will be saved in your browser. This cookie includes no personal data and simply indicates the post ID of the article you just edited. It expires after 1 day.

Third Party Cookies

This website does not send third-party cookies.

Embedded content from other websites

Articles on this website may include embedded content (e.g. videos, images, articles, etc.). Embedded content from other websites behaves in the exact same way as if the visitor has visited the other website.

third party websites may collect data about you, use cookies, embed additional third-party tracking, and monitor your interaction with that embedded content, including tracking your interaction with the embedded content if you have an account and are logged in to that website.

Blocking Cookies

On your first visit to our website, a privacy notice will appear at the bottom of the window. Click on learn more. You will be given the option to turn off/on marketing related cookies.

Most browsers allow you to refuse to accept cookies.

In Internet Explorer you can refuse all cookies by clicking “Tools”, “Internet Options”, “Privacy”, and selecting “Block all cookies” using the sliding selector;

In Firefox you can block all cookies by clicking “Tools”, “Options”, and un-checking “Accept cookies from sites” in the “Privacy” box.

In Safari you can block cookies by selecting Private browsing.

Blocking all cookies will, however, have a negative impact upon the usability of many websites.

Deleting Cookies

You can also delete cookies already stored on your computer:

In Internet Explorer, you must manually delete cookie files;

In Firefox, you can delete cookies by, first ensuring that cookies are to be deleted when you “clear private data” (this setting can be changed by clicking “Tools”, “Options” and “Settings” in the “Private Data” box) and then clicking “Clear private data” in the “Tools” menu.

In Safari you can delete cookies by selecting preferences, then privacy, then details and then remove all.

Obviously, doing this may have a negative impact on the usability of many websites.

Who we share your data with

This website is based on WordPress (a content management system) and by default, it does not share your personal data with anyone.

How long we retain your data

If you leave a comment, the comment and its metadata are retained indefinitely. This is so we can recognise and approve any follow-up comments automatically instead of holding them in a moderation queue.

For users that register on our website (if any), we also store the personal information they provide in their user profile. All users can see, edit, or delete their personal information at any time (except they cannot change their username). Website administrators can also see and edit that information.

What rights you have over your data

If you have an account on this website, or have left comments, you can request to receive an exported file of the personal data we hold about you, including any data you have provided to us. You can also request that we erase any personal data we hold about you. This does not include any data we are obliged to keep for administrative, legal, or security purposes.

Where we send your data

Visitor comments may be checked through an automated spam detection service. Any messages sent to us via a contact form on this website are sent by email directly to us for processing.

Contacting Us

If you have any questions about this privacy notice, or if you wish to exercise your rights or contact the DPO (Data Protection Officer), please use the contact details on the contact us page.

Changes to this Policy

From time to time we may update this Privacy Policy in line with website changes that may affect the personal information we gather about you. It is assumed that you accept such changes if you continue to use this website and services. If you do not accept such changes then you should stop using this website and services, and contact us if you would like any information removed.

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Email: info@etsfirstaid.co.uk
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