Veterans Response Ltd

Policies and Procedures


This policy has been written as part of our strategy to achieve our Mission.

Veterans Response Limited are committed to the delivery of services of the highest possible quality. We believe to achieve this Quality Assurance, both internal and external, is an integral part of the way we work and promote an environment of continuous improvement.

Our focus is to provide our customers and learners with relevant and flexible quality services and programmes based on accurate assessment of their needs.

We internally review and monitor our provisions regularly to ensure quality standards are maintained. Internal verification is a dedicated resource and provision also includes observation of delivery and the use of Learner Satisfaction Surveys. Management of this is by a named quality assurance representative within the organisation. External monitoring takes place by those organisations contracting with us and we welcome such external input as supportive.

Internal verification ensures that consistent Awarding Body standards are maintained. Specific attention is given to the verification of any formal examinations or tests undertaken. Where on-line tests take place, Invigilators are observed regularly. Where external awarding body tests take place the quality assurance procedures of the appropriate body are adhered to.

All new staff are trained to meet all quality standards and are assigned a mentor until quality standards have been evidenced. The Director level quality assurance representative ensures these standards are met.

A central recording system is maintained for all quality assurance systems. All quality standards have been evidenced. The Director level quality assurance representative ensures these standards are met.

We comply with the Data Protection Act and all data is used for the purpose for which it is intended or otherwise authorised.

The Quality Assurance Policy is an integral part of our Quality Manual and should be read in conjunction with our Equal Opportunities, Complaints and all other policies. 


It is Veterans Response Ltd's policy to respect your privacy regarding any information we may collect while operating our website. Accordingly, we have developed this privacy policy in order for you to understand how we collect, use, communicate, disclose and otherwise make use of personal information. We have outlined our privacy policy below. 


  • We will collect personal information by lawful and fair means and, where appropriate, with the knowledge or consent of the individual concerned.
  • Before or at the time of collecting personal information, we will identify the purposes for which information is being collected.
  • We will collect and use personal information solely for fulfilling those purposes specified by us and for other ancillary purposes, unless we obtain the consent of the individual concerned or as required by law.
  • Personal data should be relevant to the purposes for which it is to be used, and, to the extent necessary for those purposes, should be accurate, complete, and up-to-date.
  • We will protect personal information by using reasonable security safeguards against loss or theft, as well as unauthorized access, disclosure, copying, use or modification.
  • We will make readily available to customers information about our policies and practices relating to the management of personal information.
  • We will only retain personal information for as long as necessary for the fulfilment of those purposes.

We are committed to conducting our business in accordance with these principles in order to ensure that the confidentiality of personal information is protected and maintained. Veterans Repsonse may change this privacy policy from time to time at Veterans Repsonse Ltd's sole discretion.


Veterans Repsonse Limited is committed in following the Data Protection Act. We provide, maintain and promote excellence in all working practices. We are registered under the Data Protection Act, Registration Number ZA031800.

Veterans Repsonse Limited fully complies with its legal obligations in relation to the protection of personal data of its employees, partners and learners. All Veterans Repsonse Data Protection Act.

To receive a full copy of our Data Protection Policy please email your request to ian,

Your rights:

If you are a customer of Veterans Repsonse Limited, you have the right to ask us not to process your personal data for marketing purposes. This may be done at the time of registration or at any subsequent point if you decide to exercise this right you can contact us on 0191 491-5492 or in writing to Veterans Repsonse Limited, 7 Beach Road, South Shields, NE33 2QA.


Veterans Repsonse Limited is an equal opportunities employer and training organisation. The company wholeheartedly supports equal opportunities in employment and the provision of training and opposes all forms of discrimination. We are actively committed to a policy that recognises the rights of all individuals.  

Our goal is to create an organisational and client learning environment which is free from discrimination, harassment or intimidation in which all people have an equal opportunity to realise their full potential.  We are committed to policies and procedures, which respect and value every individual’s unique contribution, irrespective of their gender, marital status, race, ethnic origin, religious belief, disability and without reference to social background or sexual orientation.  Veterans Repsonse Limited is committed to a programme of action that seeks to eradicate all forms of discrimination in all aspects of our work and in all aspects of our community involvement. 

The aim of this policy is to ensure that all external individuals and organisations with which Veterans Repsonse Limited have a relationship receive equal treatment in accordance with the Equality Act 2010.  

The ‘protected characteristics’ stated in and covered by the Act are: 

 •     Age 

•     Disability 

•     Gender reassignment

•     Pregnancy and maternity 

•     Marriage and civil partnership 

•     Race (including colour, nationality, ethnic or national origins) 

•     Religion or belief (this includes lack of belief) 

•     Sex 

•     Sexual orientation. 

Equality Act 2010 can be found at

Veterans Repsonse Limited requires that discriminatory behaviour that is offensive or demeaning to anyone is treated as a matter for concern and dealt with appropriately.  Veterans Repsonse Limited believes that this principle is of fundamental importance in the context of a learning situation in which explanation, formulation and exchange of ideas and knowledge and the acknowledgement of a wide diversity of opinion and belief is central to its existence.

Veterans Repsonse Limited will endeavour to provide a service which is appropriate to the needs of an individual and is delivered in an atmosphere that is free from stereotyping.  Harassment of any kind will not be tolerated and we will strive to provide appropriate support and guidance to staff, learners and employers.  Furthermore, Veterans Repsonse Limited is committed to providing a service that takes into account the views of the community.  It is important to recognise that the concept of ‘equality’ does not mean treating everybody the same; it is the concept of ensuring that everyone has a ‘level playing field’ and is protected from discrimination.

If you would like to see a full copy of our Equality & Diversity Policy and procedures, please email your request to

Bullying & Harassment Policy Statement 

Veterans Repsonse Limited is committed to encouraging and maintaining good employee relations within a working environment which fosters team working and encourages employees to give their best. 

Everyone in the company and those who have dealings with the company has a responsibility to maintain good working relationships and not use words or deeds that may harm the wellbeing of others.  

In addition to the obligations placed upon both employers and employees by the Equality and Human Rights legislation, everyone has the right to be treated with consideration, fairness, dignity and respect. This contributes to a workplace environment in which individuals feel safe and can work effectively, competently and confidently.


Veterans Repsonse Limited aims to provide and sustain a safe working environment in which everyone is treated fairly and with respect.  

Those working or dealing with Veterans Repsonse Limited should not encounter harassment, intimidation or victimisation on the basis of gender, race, colour, ethnic or national origin, sexual orientation, marital status, religion or belief, age, disability or any other personal characteristic.

Veterans Repsonse Limited has a “zero tolerance” policy and will investigate vigorously any allegations of bullying or harassment, regardless of whether the matter has been raised formally or informally.


This policy applies to all staff working within the organization, including sub-contractors, agency, temporary staff, consultants and any other workers.

The policy, in addition, covers the behavior of staff outside working hours which may impact upon work or working relationships.


Veterans Repsonse Ltd defines harassment as unwanted conduct which is offensive to the recipient. It covers behaviour that is unsolicited, personally offensive and that fails to respect the rights of others or fails to recognise that such behaviour might have a damaging effect on someone. Any learner who feels that they are the subject of harassment should immediately bring it to the attention of a member of staff.


If you feel unhappy about the way that you have been treated by staff or other learners, please contact learner support on 0191 4915492. Your complaint will be investigated immediately by our Safeguarding staff.

If you would like to see any other policy that's not shown here, please contact us on 07919 155455 or email


Veterans Repsonse Ltd is committed to e-safety and in raising awareness of how you can become a victim while doing an activity that utilises ICT, which could endanger your personal safety, mental health or financial wellbeing or that of another individual.  Infringements of the policy may include:

  • *Accessing inappropriate content
  • *Cyberbullying or harassment
  • *Fraud and identity theft

It is important to keep safe, respect others and report any incidents of concern to a member of staff.

If you would like to see any other policy that's not shown here such as our
Equality & Diversity or Complaints and Appeals policy please contact us on
07919 155455 or email