• Training includes pre-learning which must be completed before training
  • Training will take place at central locations (subject to negotiation, extra costs will apply outside mainland UK)
  • Each Next Step licence holder will receive 1 pack of Next Step cards following the training.  If your cards are lost or damaged, a replacement pack can be issued at a charge of £50 per pack.  Under no circumstances can a pack of cards be purchased for an individual who has not attended the official Next Step training.
  • Cancellations are subject to the following charges:
    • More than 30 days' notice before training date - no charge to move delegate to an alternative date (subject to availability) and 100% refund may be claimed
    •  14-30 days' notice before training date - we reserve the right to charge an administration fee for moving delegate to an alternative date (subject to availability), if not possible - a 50% refund may be claimed
    • Less than 14 days' notice before the event - no refund will be available, and delegate would need to rebook onto another date at full price

We want everyone to have a positive experience with Next Step Cards training.  If something doesn't go as you expected, here's how you can raise it:

Complaints

  • Talk to us on the day: if something isn't right, please let the Trainer know.  Often, we can fix things straightaway.
  • Contact us afterwards: if you're still unhappy, email us at cwp.nextstepcards@nhs.net within 14 days of the training.  Please tell us your name, date of your training, and what went wrong.
  • What happens next:
    • We'll reply within 5 working days to confirm we've received your complaint.
    • We'll look into it carefully and may get in touch for more information.
    • You'll get a full response within 20 working days.

Appeals

You can appeal if you:

  • Think a decision wasn't made in line with our Terms and Conditions (e.g. about certificates, cancellations or refunds).
  • Have special circumstances you think we should have taken into account.

How to appeal:

  • Email us at cwp.nextstepcards@nhs.net within 14 days of receiving the decision.
  • We'll review your appeal with a senior team member who wasn't involved in the original decision.
  • You'll get a final written decision within 20 working days.