Complaints Policy

Introduction

Menter Iaith Gwynedd (MIG) strives to put our audience first, continuously improving the quality of our customer care and the service we offer to our users

We welcome any feedback regarding MIG’s services, whether positive or negative, and we will handle complaints fairly by following the process outlined below.

You can provide feedback or make a complaint by contacting the Chief Officer, Iwan Hywel: iwan@menteriaithgwynedd.cymru

Complaints

MIG is committed to dealing effectively with any concerns or complaints raised by our audience. MIG ensures that every complaint is handled sensitively and confidentially, in accordance with the Complaints Procedure below:

(Please note that internal complaints from MIG staff members will follow the process set out in the Staff Handbook.)

MIG will not consider anonymous complaints, nor complaints deemed to be vexatious or malicious. Where a complaint may fall under the definition of a "Vexatious or Malicious Complaint," it will be referred for a decision to a special meeting of the Complaints Sub-committee (comprising up to three members of the Menter Iaith Gwynedd Management Board). The complainant will be informed of the delay and when they will receive information regarding the Sub-committee’s decision.

Stage 1 (Informal Verbal)

First, speak with the responsible member of staff. If you prefer to do this outside normal office hours, or the usual hours of the event/activity, you are asked to arrange a convenient time.

The responsible member of staff will make every effort to resolve the majority of issues at this informal stage. In such cases, the complaint will be recorded on an official ‘Complaint Form’ by the responsible member of staff. Any complaint must be received within seven working days of the event.

Stage 2 (Written)

If the complaint cannot be resolved at Stage 1, the complainant must write to Menter Iaith Gwynedd outlining the nature of the complaint. Menter Iaith Gwynedd will attempt to resolve the complaint within 10 working days by conducting an internal investigation, and the written outcome of the investigation will be provided to the complainant.

Depending on the seriousness of the complaint, the matter may be referred to the Menter Iaith Gwynedd Complaints Sub-Committee (comprising up to three members of the Menter Iaith Gwynedd Management Board). They will investigate the matter fully and respond within 10 working days of receiving the complaint, stating the outcome and the reasons for it. Should any delay occur, we will inform you of the reasons and provide an update on the situation.

Those involved in the investigation will receive a copy of the response provided to you, including recommendations for any action, and the matter will be reported to the next meeting of the Management Board. If you are not satisfied with the outcome, you may request that the matter be referred to Stage 3.

Stage 3 (Management Board)

If the matter cannot be resolved at Stages 1 and 2, the Menter Iaith Gwynedd Management Board (excluding any Board members involved in Stages 1 and 2) will investigate the complaint and the response during a specially convened meeting.

The Chair of the Management Board will send a response within 28 working days of receiving the matter from Stage 2, outlining how the complaint was investigated and providing details of the outcome. This stage may involve interviewing the complainant, any member of staff, or any other individual involved in Stages 1 and 2.

The Management Board’s decision is final, and confidentiality will be maintained at all times in accordance with the Confidentiality Policy.

Policy Adopted: September 2026
Next Review Date: September 2029