0238 066 9305 info@msasafety.co.uk
Terms and Conditions


Terms and Conditions of Business 

MS Associates (Safety) Ltd (hereafter called The Company) terms of trade and conditions are contained herein.

Quotations are made and orders accepted subject to these Terms and Conditions. If any document placing an order on The Company includes or refers to other terms or conditions of contract, then these shall not apply unless agreed in writing by The Company. No addition to or variation of these conditions will bind The Company, unless it is specifically agreed in writing signed by an authorised person of The Company.

These Terms and Conditions are between The Company and the individual, company, or other commercial body (hereafter called The Client).

These Terms and Conditions will form the basis of all contracts and training bookings with The Company, unless otherwise specified in writing by The Company. By signing or counter signing any contract, agreement or booking form, The Client are confirming that they are authorised to do so and agree to both these terms and conditions and the specific conditions of the document being signed. In addition, any bookings previously confirmed by email or purchase order will be considered firm orders irrespective of a signed booking form or contract and will be subject to the cancellation terms of these T&Cs.

The Company reserves the right to vary these terms and conditions at any time and without notice the latest version of which will be available via The Company’s web site or at the request of The Client.

  1. Client Supplied Information
      • Should any information or data supplied to The Company for the provision of a price quotation or other agreement prove to be insufficient or inaccurate, The Company reserves the right to amend or cancel the quotation or other agreement. Should any such information come to light during or after the delivery of the service required, The Company reserves the right to amend the quotation or related invoice.
  2. Prices
      • Unless otherwise indicated, written quotations are valid for 30 days and exclude VAT at the prevailing rate. Any special offer prices are valid for new bookings or services, and from the release day of the offer only and cannot be applied retrospectively. Any special offers, however communicated, are only relevant for the event specified and cannot be transferred. Any preferential price agreements are only valid for the period specified on the agreement and for the services or training course titles outlined within the agreement.
      • The Company reserves the right to vary any of its prices without prior notice.
  3. Settlement Terms
      • Unless otherwise specified in the quotation or other agreement, invoices for goods or services are for payment within 28 days from the date of invoice.
      • For Clients who do not hold a credit account with The Company, payment must be made in full prior to commencement of training. If full payment has not been received for Client’s not holding a credit account, The Company reserves the right to refuse delegates entry to the course and charge in full as per the cancellation terms.
      • The Company reserves the right to charge interest of 4% per annum above Barclays Bank Plc base rate on the invoice price from the due date until the date The Company is in receipt of funds.
      • The Client shall not be entitled to make any deduction from price in respect of any set-off or counterclaim.
  4. Cancellation and Postponement
      • The company accepts confirmation of bookings by email, purchase order or signed booking form. Once confirmed by any of these methods the booking is firm, if The Client wishes to cancel or postpone the booking this must be made in writing and will be subject to the cancellation terms within this document and specifically below.
  5. COVID Compliance
      • All customers, clients, operatives, or associates must follow the latest government COVID guidance and must supply their own PPE including face masks, gloves etc. or provide proof of exemption. The Client employees and associates reserve the right to withdraw from a venue if they deem the environment to be unsafe and not in compliance with COVID Guidelines issues by the Government.
      • Any costs relating to the site visit, meeting, travel, or trainer fees, will be charged in full.


  1. Training Courses
      • The Company can accept bookings online or over the telephone.
      • For training courses involving elements of a practical nature, delegates are required to provide their own personal protective equipment (in clean and working order) as detailed on the Joining Instructions sent with the booking form. Additionally, delegates must be physically fit to withstand the rigours of training; if there are any doubts relating to the fitness of delegates to undertake training, reference should be made to a General Practitioner. The onus is entirely on the delegate to ensure his or her fitness and suitability to undergo training and The Company cannot and will not accept any responsibility in this regard. Consumption of any alcohol or illegal substances is not permitted during training, nor should it be consumed immediately prior to training. If there is any evidence of such, trainers are obliged to refuse to train the delegates.
      • Equipment must not be removed from the training environment. Any damage caused by wilful misuse or negligence will be invoiced to The Client.
      • Events being delivered at a site specified by The Client must be suitable for the requirements of the event and meet any relevant approved codes of practice as set out by The Company or any related awarding body. Failure in the aspect of site suitability above may result in The Company cancelling the booking without notice and subject to the cancellation terms below.
      • The Company reserves the right to charge a cancellation fee in respect of any booking or contract.
      • Certificates of Training are awarded at the discretion of the trainer and only to those delegates who successfully complete the course. Certificates are NOT issued purely for attendance unless otherwise agreed in writing prior to training being carried out and in which case they will be worded accordingly. All certificates remain property of The Company and The Company reserves the right to withhold delivery until payment has been made in full.
      • Delegates are required to arrive at the training venue in good time and as advised on the booking form, allowing prompt commencement of the course. Late arrivals are only admitted at the discretion of the trainer and may be refused, and in-turn will result in the course costs being invoiced in full to The Client. Clients will be charged in full for any delegates who fail to attend any part of a booking or test.
      • At the time of booking, joining instructions will be issued, which will be sent directly to the booker by email. It is important that the joining instructions are read by the delegate and fully understood, prior to attending the course.
      • It is The Clients responsibility to ensure the delegate is fully aware of all aspects of the booking, including specific protective clothing or footwear required on the day etc. The date joining instructions are issued is recorded within our information systems and assumed received by the client. It is the responsibility of the client to inform The Company of any special requirements e.g., dyslexia, hearing, sight or mobility issues or dietary needs.
  2. Payment Terms
      • Full payment is made at the time of booking, unless previously agreed with The Company. If any payment remains outstanding, certificates will be withheld until the full payment has been received. Any payment made by cheque (by prior agreement with The Company) certificates will be held until the full payment has cleared.
  3. Important Renewal/Refresher Rules
      • It is the responsibility of the client to ensure that the existing certificate falls within each course’s rules regarding refresher training.
      • CITB – Refresher must be undertaken before the current certificate’s expiry date.
      • If the delegate is attending a refresher course, they will need to provide a copy of their existing certificate prior to the course start date.
      • If the delegate attends the training without checking the expiry date of the current certificate, it is at their own discretion. The Company cannot be held financially responsible if it is found that the delegate is not eligible for certification and they are required to complete the full course again.
  4. Cancellations
      • To avoid incurring a fee, cancellations must be received in writing at least 14 days prior to the commencement date of a course.
      • In the event of cancellations made later than 14 days prior to the course date, The Company reserve the right to impose a cancellation fee up to 50% of the course price.
      • In the event the delegate cancels the course less than 7 days before the course date, the full charge for the course will be imposed.
      • In the event of non-attendance on the day of the course, no refund will be given, and the full course charge will stand.
      • If a delegate does not complete the course on the specific course dates, the course will be charged at full price. If a delegate is unable to complete the course, due to an emergency or health issues, The Company will require the required evidence supporting this, within 7 days. If no evidence is provided, the full course charge will stand.
      • If a delegate is removed from the course for violent, inappropriate, disruptive, tardiness, language issues, destruction of property or any situation whereby the tutor or training manager believe the delegate a danger to the class, centre or themselves, the course price will stand, along with any charges for damage or removal of property/equipment from the training facilities or surrounding buildings.
      • If the Company must cancel a course a full refund will be issued, or a free transfer to an alternative date will be offered.
  5. Transferring a Booking to an Alternative Date
      • A transfer will be allowed from one course to an alternative date free of charge if The Company are notified in writing within 10 days prior to the commencement of the course.
      • A delegate can only be transferred once to an alternative course; any subsequent transfers will be treated as cancellations.
      • In the event of illness, transfers onto another course date will be free of charge providing The Company is satisfied with the circumstances and reserve the right to request a supporting medical certificate.
      • A delegate substitution will be allowed up to the course start date. All T&Cs will still apply.
  6. Course Attendance
      • Delegates are required to attend all course dates as booked, in order and in accordance with course programmes.
  7. End of Course Assessments
      • Delegates must successfully complete the end of course test and any required assessments in order to qualify for their certificate. If for any reason this is not possible, the delegate must retake the course.
  8. Requirements for Delegates
      • Good time keeping throughout the course is essential.
      • If any delegate arrives late for a course, The Company reserve the right to refuse entry if The Company feel the delegate will gain insufficient knowledge in the time remaining.
      • In all such cases, the full course fee remains payable.
  9. Language
      • Most courses, particularly those accredited by CITB, are delivered in English only.
      • No translators are allowed into CITB courses at any time.
      • If a delegate attends a training course and is unable to complete the training or complete the end of course assessment, this was at the delegate’s discretion and no refund will be forthcoming should the delegate subsequently fail the course.
  10. Certificates
      • Course certificates are posted by 1st class recorded mail to the address provided at the time of booking. Replacement certificates must be obtained from the awarding body.
      • Any replacement certificates from The Company, included email copies will be charged for before dispatch. If the certificate(s) are not received within four weeks from the date of the email, please advise The Company immediately.
      • Any change of delivery address for certificates, need to be made in writing and notification needs to be received prior to the end date of the course.
      • The Company will not be held responsible or under any obligation to replace certificates which are lost, not collected from post depots, accidently destroyed, or soiled in anyway during the delivery process.
  11. CSCS Card Application
      • CSCS require a copy of the completed training certificate at the time of application.
  12. Training Facilities
      • Courses are held at several suitable venues specifically chosen by The Company.
      • These venues have their own terms and conditions. The Company will ensure delegates are made aware of any requirements which may affect them during the course.
    • All venues are COVID compliant.
  13. Parking
      • Most of the venues used by The Company offer free parking. However, this cannot be guaranteed and may be on a first come first served basis. Parking is at the delegate’s own risk and The Company will not be held responsible for any damage to a delegate’s property, vehicle, or theft of such items.
      • Course venues will not be held responsible for any damage to a delegate’s property, vehicle, or theft of such items.
  14. General Data Protection Regulations
      • The Company will protect the delegates privacy and security.
      • The Company will not sell the contact details of any delegate to any third-party organisations. Acting as a brokerage service, the contact details of each delegate are sent to accredited health & safety training providers, to satisfy the contractual aspects of the booking process.
  15. COVID Compliance
      • All delegates must always follow the latest government COVID guidance and must supply their own PPE including face masks, gloves etc. or provide proof of exemption.
      • Delegates must respect the safety of others attending the course, adhering to safe distancing and face coverings requirements. Delegates not willing to adhere to the COVID guidance or the rules of the training provider or venue, may be asked to leave at any stage of the course.
      • The course will be charged in full.

Complaints Policy and Appeals Process

Complaints Policy

MSA is committed to providing exceptional service to our customers and all associated individuals and organisation. Complaints are an inevitable aspect of any business, all of which we treat seriously and make every effort to respond to within an acceptable period without prejudice. As part of our commitment to continual improvement, a robust complaints procedure is an essential element.

Complaints Procedure

If you have a complaint, please contact Rebecca Churchill, Training Manager. You can write to her at: Medino House, Rushington Business Park, Totton, SO40 9LU

Next steps

  1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 7 days of us receiving your complaint.
  2. We will record your complaint in our central register within a day of having received it.
  3. We will acknowledge your reply to our acknowledgment letter and confirm what will happen next. You can expect to receive our acknowledgement letter within 10 days of your reply.
  4. We will then start to investigate your complaint. This will normally involve the following steps;
  • We may ask the member of staff who dealt with you to reply to your complaint within 7 days of our request;
  • We will then examine the member of staff’s reply and the information you have provided for us. If necessary, we may ask you to speak to them. This will take up to 4 days from receiving their reply.
  1. Rebecca Churchill will then invite you to meet him/her to discuss and hopefully resolve your complaint. She will do this within 7 days of the end of our investigation.
  2. Within 2 days of the meeting Rebecca Churchill will write to you to confirm what took place and any solutions he has agreed with you.


Appeal Process

  1. If you do not want a meeting or it is not possible, Rebecca Churchill will send you a detailed reply to your complaint. This will include her suggestions for resolving the matter. She will do this within 7 days of completing her investigation.
  2. At this stage, if you are still not satisfied you can write to us again. MSA’s Director of the company will review Rebecca Churchill’s decision within 10 days
  3. We will let you know of the outcome of this review within 5 days of the end of the review. We will write to you confirming our final position on your complaint and explaining our reasons.
  4. If your complaint involves a third-party body, you have the right to appeal directly to them.
  5. MSA will provide the relevant contact information, should you wish to appeal MSA’s decision. This would need to be done within 12 weeks of the final complaint review.