Terms & Conditions, Complaints Procedure and Data Protection Policy


Acceptance on the course

We reserve the right not to offer you a place on our courses.


Cancellation by you

£35 of your fee is a non-refundable deposit. This covers our bank charges and administration.

If you cancel more than 7 days before the course start date we will refund you the remainder. If you withdraw from the course less than 7 days in advance you will liable for the full fee and no refund will be made.

You must cancel your place in writing by email.


Termination by us

We reserve the right to terminate a student’s place on a course if we deem their behaviour as aggressive, abusive or disruptive or if we consider someone’s behaviour is posing a threat to the health or safety of themselves, other students, tutors or the public.

Initially a verbal warning will be given; followed by a second verbal warning, If the situation does not improve you will be asked to leave. No refunds will be given in these circumstances.


 Replacement course tutors

The tutors for each course listed on the Shift Bristol website are correct at the time but are subject to change without notice.

Tutor biographies on the Shift Bristol website do not form part of a contract.


Changes to the date/venue of a teaching session

Dates and venues are subject to change. Students shall be informed of any changes via text and/or email.


Changes to the timetable

We reserve the right to change the timetable if absolutely necessary. We will do our best to minimise and communicate any such changes as efficiently as possible.


Physical Fitness

Some courses require participants to have a level of mobility and physical fitness. We will tell you about these activities in the course information before you book. Activities may include walking in all terrains, being outside in inclement weather, using tools (with training) or other practical tasks. You will always have a choice about activities and will never be asked to do something you feel unable to do. We welcome applications from everyone. If you feel you would be unable to manage any of these activities then please contact us to discuss the suitability of the course to you and any support you may need.


Complaints procedure

We aim to provide you with the most enjoyable and safe experience possible whilst you are studying with us.

If you are dissatisfied in any way please tell us immediately. We welcome the opportunity to remedy situations immediately if we can.

We will investigate every complaint we receive. We will do our best to put right any problems we find and we will always tell you the result of our actions.

How to make a complaint

Step one: Directly discuss the matter with either Sarah Pugh or Bryher Bloor as soon as a problem arises. This can be either face to face, by telephone or by email. If you would feel more comfortable talking to someone other than Sarah or Bryher please we can put you in touch with a Director of Shift Bristol CIC, who are not involved in the day to day running of the course. If required we can arrange a mediated meeting with an independent mediator.

Step two: If you are not satisfied with the outcome of step one, please request and complete a formal complaint form – you can request a form from. We will acknowledge your complaint within 10 working days. Your complaint will be discussed at a directors meeting to see how the matter can be resolved. We will then write to you with details of our response to your complaint.

Step Three:  If you are still dissatisfied with the outcome of step two then you may make a formal complaint to the ‘Company Investigation Team’ at Companies House. Contact them on 020 7596 6100 or via the Companies House website.


Data Protection Policy

Statement of intent

When you supply any personal information to Shift Bristol CIC we have legal obligations towards you in the way we deal with that data. Whenever you provide such personal information, we will keep it confidential and secure in accordance with the General Data Protection Regulation 2018.


Use and storage of your personal information

Any information you provide to Shift Bristol, in relation to your contract to undertake a course with us, will only be used by Shift Bristol. It will never be supplied to anyone outside of Shift Bristol without first obtaining your explicit consent, unless we are obliged or permitted to disclose it by law.


What information we will hold?

When booking a place for a Shift Bristol event you will be asked to submit personal information about yourself (name, email address, postal address, phone number, date of birth. From the point your place on the course is confirmed with a deposit we will hold your personal information including name, address, date of birth, email and phone number.


What additional information will be held during the course?

On registration we will ask for information on any relevant health issues we may need to know about to ensure your health and safety on the course.  During the course we will record information of accident or health issue information and details of any complaints or disciplinary measures taken.


How long will this information be held?

This information will be held in a secure database for as long as you study with us, and then in a secure archive for a subsequent 8 years. Data is archived is for safeguarding and insurance reasons in line with our responsibilities as an education provider. After 8 years we will delete your data and tell you that we have done so.  This complies with the legal basis of ‘legitimate


If your application is unsuccessful or deferred.

If your application is unsuccessful we will not retain your personal data after the course applied for has started or if you request us to delete it sooner.  If you defer your application we will retain your data until the following year when we will ask for you to resubmit it.


Secure data

We will ensure that all personal information supplied is held securely and confidentially, in compliance with the General Data Protection Regulation 2018 and in accordance with best practice.

Access to your personal information

You have the right to request a copy of the personal information Shift Bristol holds about you at any time and to have any inaccuracies corrected. Please address requests to bryher@shifbristol.org.uk


 Mailing List

We will not add you to any promotional or alumni mailing lists without your express consent. We will ask you if you would like to join our mailing list and provide our data protection policy on this separately. The data we hold for you as a student is in no way linked to our mailing list.


Mailing List Data Protection Policy

·         No one will be added to the mailing list without their express consent.

·         We will contact you to ask for your continued consent every 3 years.

·         You will be informed on subscription and in every email how to delete yourself from the mailing list and ‘be forgotten’ at any time.

·         Any requests to delete your data from the mailing list is met immediately.

·         We comply with any request from you to fully disclose all data we hold about you.

·         We never share data with anyone else, unless we are required to do so by law.

·         We only communicate with you about our courses, events or projects or any job or volunteering opportunities.

·         We aim to contact you quarterly but may be in touch

·         We keep all our mailing list data in a secure database managed by Mailchimp which is fully compliant with GDPR. Their privacy policy is here.