Here are some of our most frequently asked questions. If you can't find what you need or have further questions, then please get in touch.
How do I amend or cancel my direct debit?
If you registered to give through a door-to-door fundraiser and would like to amend or cancel your direct debit, please fill out the online cancellation form or call our Supporter Hotline 0114 238 7360.
How do I make a complaint?
If you’re unhappy about something, please call our Supporter Hotline 0114 238 7360 or contact us online.
Please provide as much information as you can so we can investigate all complaints as thoroughly and as quickly as possible. A location and description of a fundraiser could be essential to any investigation.
Please stop sending me correspondence
You can ask us to stop contacting you at any time, please let us know by emailing SupporterCare@sja.org.uk. It helps us locate your details if you can provide the Unique Reference number on the mailing you have received.
How can I take part in your weekly lottery?
When does the lottery draw take place?
Responsible gambling
Why do you pay a company to do your face-to-face fundraising?
Many charities use a professional fundraising agency to do door-to-door fundraising for them to raise the most funds they can. We use Wesser Ltd and Trinity Marketing who employ fully-trained fundraising professionals who comply with industry regulations.
All fundraisers are required to read a solicitation statement to all new supporters on the door explaining the arrangement that we have with our partnership agencies. Supporters are also given a document entitled ‘Your Direct Debit’, which gives more information as to how donating helps us over the long term.
Why don’t your volunteers do face-to-face fundraising?
Our volunteers focus on delivering first aid. They make an incredible impact caring for people in need at public events and out in their community. Door-to-door fundraising is actually a very difficult skill and requires lots of training and support. We can raise more money and focus on our life saving work by paying Wesser Ltd and Trinity Marketing to employ professionals to fundraise for us.
However, if you would like to volunteer as a fundraiser for us, please visit sja.org.uk/volunteer as we are always looking for help!
Do your fundraisers get commission?
How much of the money raised goes to St John Ambulance?
For every 5000 new supporters we recruit, over 10 years the charity expects to raise at least £1,911,650. So thank you!
St John Ambulance have agreed to pay our agencies in the region of £554,625 based on an agreed fundraising fee for each supporter.
This means that for every £1 invested into face to face fundraising, St John Ambulance get more than £3 back towards saving someone's life.
How secure is my direct debit and personal details?
We treat security as a priority as every day we handle the details of hundreds of people. We will only use the information you give us on secure tablet devices to collect the contribution you’ve agreed to from your account. We won’t use it for anything else, as outlined under the Data Protection Act 2018.
Will the local authority know that St John Ambulance is fundraising in the area?
Do your fundraisers visit houses in No Cold Calling areas?
We do not enter any No Cold Calling Zones that are legally set up in collaboration with the Trading Standards Board, as outlined in the Fundraising Regulator Code of Fundraising Practice. We also will not call on houses with any visible 'no cold calling' or 'no charity callers' sign.
How do I know the person calling at the door is legitimate?
If you would like to check a fundraiser’s details, please call the Supporter Hotline on 0114 238 7360 or email supportercare@sja.org.uk. Details can be found on official identification cards, which are required by law and worn by all our fundraisers.
What approach do your fundraisers use?
Our fundraisers encourage people to donate because they want to save lives and help us build a nation of life savers. We want people to be left with a positive image and a desire to support our work over a long period of time. We do not condone high-pressure sales tactics.
Our fundraisers are trained in the values and ethics of St John Ambulance and they are expected to live up to those while fundraising. They are also are provided with a Fundraising Code of Conduct, which clearly states that they should not present to anyone who is vulnerable. We act in accordance with the Institute of Fundraising’s Code of Fundraising Practice.
After attending Wesser Ltd training, a representative from the Institute of Fundraising said:
Vulnerability was covered very thoroughly. I thought this was a great strength of the training, and probably the best example I’ve seen. Obviously, a lot of time and thought has been devoted to this important area.
What will the fundraisers ask for?
Our fundraisers go door-to-door, asking members of the public to pledge regular donations to St John Ambulance by Direct Debit. Our fundraisers will ask for non-sensitive details such as a sort code and account number. They will input any details into a small tablet, which ensures your details are kept safe and encrypted from the moment you sign up.
A small, regular gift given in this way is very beneficial to St John Ambulance, as Direct Debits are cost effective to administer and the regularity of the gift helps us plan effectively. They’ll never ask for cash or cheques at the door.
If you would like to make a one-off donation please do not send any cash through the post. You can address a cheque or postal order to Fundraising, 27 St John's Lane, London, EC1M 4BU or alternatively, you can donate via our website.
On occasion the use of paper mandates may be needed. In this circumstance, all mandates are securely stored under lock and key in accordance with rules and regulations.
Can I make a booking?
How much is a course?
Where can I do the course?
How do I book?
Do you accept card payments?
Can I have an invoice?
Can I change my course date?
How do I cancel a booked course?
Why do you charge cancellation fees?
What if I arrive late for my course?
How often should I do first aid training?
A First Aid at Work or Emergency First Aid at Work certificate is only valid for 3 years. You need to complete either a requalification in First Aid at Work or redo the Emergency First Aid at Work before your certificate expires to continue to fulfil the role of a first aider in the workplace.
Although a certificate is valid for three years, studies have shown that the quality of first aid skills can deteriorate after 6 months. This is called skills fade. The HSE strongly recommends that first aiders complete an annual refresher of their first aid skills.
Which course should I take?
How many Fire Marshals do I need?
What is blended training?
What is the difference between first aid at work and emergency first aid at work?
The first aid at work course is most appropriate for employers who, based on their risk assessment, operate with a higher degree of hazard or for larger employers who, based on their risk assessment, operate with a lower degree of hazard.
The first aid at work course also covers more first aid techniques than the emergency first aid at work and if an employer’s risk assessments identifies that employees are at specific risk for example fractures, burns or anaphylactic shock they should train their first aiders in this first aid at work course.
How do I become a Certified First Aider?
You need to attend a First Aid at Work or Emergency First Aid at Work course and successfully complete the assessment on these courses. The assessments for both courses test both your knowledge but also your skill to respond to a variety of first aid incidents. If you are already have completed a First Aid at Work course and your certificate is about to expire, you can attend a Requalification in First Aid at Work course to keep your certificate current.
Can you fail a first aid at work course?
Before you can fulfil the role of a first aider in the workplace, you need to evidence that you have both the knowledge and are competent to manage a variety of first aid incidents. If you are unable to prove on a first aid at work course that you have sufficient knowledge and are competent to manage a variety of first aid incidents, you will not be allowed to complete the course and be awarded a certificate.
How many first aiders do I need?
The number of first aiders needed is determined by a combination of the number of people you employ the level of hazard that your operations present, the layout and size of your workplace and work patterns such as shifts. The number differs from employer to employer and a thorough risk assessment is required to determine what is appropriate for your operation.
As a rule of thumb, if you operate at a higher hazard, you should have 1 first aider with a first aid at work certificate for every 50 people employed on site at all times. For lower hazard employers, it is 1 first aider for the first 25 people employed on site at all times, then 1 extra for every 100 people employed.
If you operate over several floors, a large site or have a shift pattern, you need to ensure the same provision is provided across your whole site and at all times your workplace is open. If you have a multi-use site that has a variety of operations, for example an office plus light manufacturing on site, you need to ensure that enough trained first aiders are provided based on the varying hazards of different parts of your site. The HSE also advises that you take into account if parts of your site are open to members of the public and ensure sufficient first aiders are provided.
What is the difference between a first aider and an appointed person?
An appointed person is expected to take charge of the first aid arrangements which includes looking after first aid equipment such as ensuring the first aid kit is regularly replenished and calling the emergency services if an incident occurs. They are not expected nor are they trained to provide first aid. Appointed persons are only appropriate for very small low risk workplaces where their risk assessment has identified that a first aiders is not required. A first aider is trained and assessed to be competent to provide first aid if a first aid incident occurs.
I have a question about the First Aid Fast App
Take a look at our First Aid Fast App FAQs.
I have a question about the Mental Health: Creating a Supportive Workplace online course
Take a look at our Mental Health: Creating a Supportive Workplace course FAQs.
What if my 1-day certificate has expired?
My certificate has expired, can I still take the 2-day Requalification course?
Yes, delegates can take the 2-day Requalification course even if their original certificate has expired. It is best practice for delegates to renew their certificates before their current one runs out so that their First Aider status is still valid, but if that is not practical then as long as they can prove they’ve trained previously, they can attend the 2-day requalification.
If there is a significant period since their previous certificate expired, we would always advise that the full 3-day course is undertaken again.
How do I request a copy of my certificate?
Yes. If your course was booked by your employer, then they can request a duplicate copy of your certificate on your behalf. If you have since left that company, your previous employer would still need to be them that requests a copy for you.
If you require a duplicate postal copy of a certificate that has already been sent out, there will be a charge of £20.00+VAT.
How do I check my first aid certificate is still in date?
How long does first aid at work certificate last for?
A First aid at work certificate lasts for three years. This means that the person can fulfil the role of a workplace first aider for those three years. Once a certificate expires a person cannot fulfil the role of a workplace first aider and an employer may not be providing the necessary first aid provision that their risk assessment identifies.
Although a certificate is valid for three years, studies have shown that the quality of first aid skills can deteriorate after 6 months. This is called skills fade. The HSE strongly recommends that first aiders complete an annual refresher of their first aid skills.
Do you offer onsite training?
Are there minimum requirements to the room size?
Your training room needs to be of adequate size for the training you have requested. This means a floor space the size of a double bed should be available for each pair of delegates in attendance, there should be enough room for half the delegates to lay down and roll over on the floor. Chairs should be available for all delegates/trainer and large furniture removed to provide adequate floor space – this includes board room tables, this is to complete any practical elements necessary.
You can read more on our On Site training.
Where do you run training courses?
Do you have parking at the venues?
Does your venue have disabled access/car park/bike rack?
Why are there cameras in your training rooms?
We use cameras in our training room to film during our courses as part of our ongoing quality assurance. This is not used for assessing delegates and will not impact on your results.
The trainer will let you know if the recording is taking place, and you will have the opportunity to raise any concerns.
Once the quality assurance process has been completed the recordings are deleted.
Volunteering
Whatever you enjoy doing and however much time you can give, there's a volunteer role for you.
Event medical cover
Our medical services are relied upon at thousands of events every year, from major sporting fixtures to county fairs.
