Complaints Procedure

Introduction

We welcome any views on BGTM's Menter Iaith service, whether positive or negative, and will deal with complaints fairly following the process below.

Complaints

Menter Iaith BGTM is committed to dealing effectively with any concerns or complaints from our audience. If any concern or complaint is raised, we will respond as follows.

You can provide feedback by contacting the Chief Executive, Sioned Davies, at: sioned@menterbgtm.cymru

Please note that internal complaints made by members of Menter Iaith BGTM staff will follow the process outlined in the Staff Handbook.

Menter Iaith BGTM will not consider anonymous complaints, or complaints that are deemed to be vexatious or malicious. Where there is a possibility that a complaint falls within the definition of a “Vexatious or Malicious Complaint”, it will be referred for a decision at a special meeting of the Complaints Subcommittee. The complainant will be informed of the delay and advised when they will receive information about the Subcommittee’s decision.

Procedure -

Informal

1. Speak first to the member of staff with responsibility. If you would prefer to do this outside normal office hours, or the usual hours of the scheme/club/activity, please arrange a convenient time.
2. The member of staff will make every effort to resolve the matter informally. The complaint will be recorded on the official ‘Complaints Form’.
3. Any complaint must be submitted within seven working days of the incident.

Written

1. If the complaint cannot be resolved at Stage 1, a written complaint (letter/email) will be required from the ‘individual’ (the person who made the complaint or a representative of the organisation that has made the complaint). Once received, we will send a letter/email to the individual acknowledging receipt of the complaint and outlining the arrangements. This will be processed within 3 working days of receiving the complaint.
2. We will investigate the complaint. This will normally involve passing the complaint to the Chief Officer, who will deal with the matter.
3. A member of the Board will invite the individual to discuss the matter and attempt to resolve it. This will take place within 14 working days of the acknowledgement letter being sent.
4. A letter confirming what was discussed at the meeting will be sent to the individual within 3 working days of the meeting.
5. If the individual does not wish to attend a meeting, or if this is not possible, a detailed written response will be sent to the individual addressing the complaint and offering solutions within 21 working days of the acknowledgement letter being sent.
6. If the individual is not satisfied with the solutions offered, they should make contact again to arrange a meeting with someone within the company who is not connected with the matter, in order to review the decision.
7. A letter setting out the company’s final decision regarding the complaint, including the reasons for the decision, will be sent to the individual within 14 days of receiving the individual’s request for a review.

August 2026