The following terms and conditions will apply between Twynham Training Limited and the client for the supply and delivery of short course training and training materials. Twynham Training will supply and deliver courses of instruction and certification for all learners who pass assessment or who qualify for a certificate of attendance. In the case of accredited courses learners will sit an examination which is to be passed for a certificate to be issued.
Twynham Training – is the training company that supplies and delivers training courses and training materials.
Client – the client is the company, company representative, organisation or individual with authority to make an agreement with Twynham Training to supply and deliver a training course and training materials.
Supply and Delivery – is the agreement between Twynham Training and the client to make available a training course and training materials at an agreed cost, location and time.
Training – is the service supplied by Twynham Training to the client that gives individual learners the knowledge, skills and qualifications to undertake their duties in the workplace competently, safely and legally.
Training Materials – are handouts, workbooks and any other materials that are retained by the learner to support the training and act as supporting evidence for future or ongoing qualifications.
Teachers – are the teachers supplied by Twynham Training to deliver training to learners. Teachers will be appropriately qualified and up to date in the courses they deliver.
Courses – are the subjects delivered by Twynham Training and are delivered in the following ways:
- Face to Face – in either your venue or our venue.
- Distance Learning Workbook.
Short Course Training – describes the length of courses which are normally:
- 3 hours referred to as half day course
- 4-6 hours referred to as one day course
- Up to five days in duration depending on the subject and qualification being taken
Refer to the Twynham Training web site or contact Twynham Training to make an enquiry for further details about course content, method of delivery and course duration. Courses may also be tailored to the client’s requirements.
Certification – the cost of certificates produced and supplied by Twynham Training are included in the course cost. Replacement certificates may be subject to additional cost. The cost of certification and examinations, where accreditation is required, is subject to additional costs as Twynham Training has to purchase the examinations and certificates from the accreditation scheme.
Enquiries – clients may make enquiries for training either verbally, in writing or electronically. All enquiries will be answered as soon as practically possible and normally within 24 hours of receiving the enquiry. Enquires can be made on the Twynham Training Website using the ‘Contact Us’ page. Alternatively clients may contact Twynham Training directly where we will be happy to answer your enquiry.
Contact Details – Twynham Training can be contacted as follows:
BizSpace Christchurch, Unit B23-24, Aerodrome Studios,
2-8 Airfield Road, Christchurch, Dorset, BH23 3TH
Office Number: 01425 273297
How to Book – clients may book training courses either verbally, by email, in writing or electronically using our on-line booking system. All bookings will be agreed in writing as soon as practically possible and normally within 24 hours of receiving the booking. The confirmed booking will act as the training agreement.
Deposits – Where the client books a course a deposit or full payment may be required which may be non-refundable – see cancellation procedures.
Venue – courses are normally conducted in the client’s premises or at a venue supplied by Twynham Training. Where the training is conducted in the client’s premises a suitable area with an electricity supply will be required.
Student Numbers – the maximum number of learners on each course is 9-15 depending on the subject being taught. The client may incur additional charges if the maximum number of learners is exceeded.
Cancellation Policy – It is the policy of Twynham Training that cancellation costs will be charged if a course is cancelled within 14 days of the course start date. Cancellation charges may be waivered in exceptional circumstances providing Twynham Training and the client have mutually agreed.
Cancellation Procedure – cancellation of a course or training materials can be made either verbally, in writing or electronically. Clients are advised to support verbal cancellations in writing or by email.
COST AND PAYMENT PROCEDURE
Course Costs – course costs will be displayed on the training agreement and on the invoice.
Payment Method – the client will pay the course costs shown on the invoice by cheque to ‘Twynham Training Limited’ or alternatively by BACS as displayed on the invoice. Cash payments are also accepted.
Payment Terms – full payment is to be made by the client to Twynham Training within 30 days of the invoice date.
Invoices – Twynham Training will normally produce and distribute invoices on or shortly after the commencement of the training. Invoices will show the total cost to be paid by the client.
CONDUCT AND STANDARDS
Behaviour – Twynham Training shall conduct themselves throughout the training process in a professional, polite and courteous manner abiding by the codes of conduct, ethical standards and recognised best practice set down and as expected for training organisations.
Dress – Twynham Training trainers will dress appropriately to the subject being taught. This may vary from smart business type clothing to casual dress where subjects such as first aid and manual handling are being taught. All clothing will be clean and designed to comply with infection control procedures. If a client has a specific dress requirement for a trainer to adhere to they are to inform Twynham Training 7 days prior to the start of the training.
Standards – Twynham Training maintains high standards with regard to the delivery and contents of training and the quality of training materials. In order to achieve this Twynham Training ensures its trainers are qualified and up to date in the subjects they teach. Twynham Training also operate an end of course evaluation form completed by each student which asks for the students opinions on the course. If clients would like copies of the evaluation forms or would like to supply their own evaluation form, they are to liaise with Twynham Training to make suitable arrangements.
Insurance – Twynham Training will maintain levels of insurance in accordance with the regulatory and industry requirements.
Security – Twynham Training will take all reasonable steps to ensure the security of all premises visited is maintained and that upon completion of the training that all keys are returned promptly and that all areas are left secure.
Disclosure and Barring Service (DBS) – Our trainers are all vetted (formally CRB vetting) and are suitable to work within the health and social care sector.
CLIENTS POLICIES AND PROCEDURES
Twynham Training will follow and abide by all reasonable policies and procedure that are laid down by the client. Such policies and procedures that are typically followed include: Fire Procedures, Infection Control, Security, Confidentiality and Health and Safety. If a client wishes Twynham Training to follow a specific policy or procedure they are to make available the information prior to the start of the training.
EQUAL OPPORTUNITIES AND ANTI DISCRIMINATION PROCEDURE
Twynham Training operates an equal opportunities policy to ensure that individuals are treated fairly and is therefore committed to promoting equal opportunity. By implementing this policy we are seeking to ensure all forms of unfair discrimination are eliminated. If any individual or client feels that Twynham Training has been unfair and has not demonstrated equal opportunity they are able to complain using the complaints procedure.
Twynham Training operates a ‘Complaints Procedure’ in accordance with normal business practices and where appropriate with an Accreditation Scheme. This procedure is to enable clients to have a redress procedure if they are not satisfied with any of the following:
- If the contents of a course or the training materials are incorrect or inappropriate.
- If the duration of the course is significantly different to that invoiced.
- If the conduct or actions by the Twynham Training trainer is inappropriate or offensive.
- If any part of the booking, supply and delivery or post course processes are not satisfactory.
This Enquiry and Complaints Procedure is limited to Twynham Training who trades under the business name of Twynham Training Limited or any other authorised person operating on behalf of Twynham Training. Twynham Training cannot respond to complaints that are outside of the training process for which Twynham Training is responsible.
Where clarification is required on a matter of procedure, conduct or course content it is the responsibility of Twynham Training to answer such enquiries in a prompt and satisfactory manner.
Enquiries and complaints are to be made in writing with sufficient detail to allow Twynham Training to compile a written response. Where the client is not satisfied with the response given by Twynham Training they may contact Twynham Training successively and ask for further clarification. In all circumstances Twynham Training will respond each time in writing, as soon as practicably possible and normally within seven days of receiving the complaint.
In the case of unresolved complaints Twynham Training will inform the appropriate governing body or accreditation scheme and informed them that a complaint is in progress, this will act as notification that they may become involved should the complaint not be resolved satisfactorily. Where a satisfactory resolution cannot be finalised, the client may seek further resolution from their local trading standards, appropriate governing body or from the appropriate accreditation scheme.
Twynham Training will inform the client of the contact details of the appropriate accreditation scheme on request.
The decision of any governing body or accreditation scheme will be final and is binding to Twynham Training but may not be binding on the client. It is to be noted by the client that using this complaint procedure does not in any way prevent or obstruct their recourse to Law.