Complaints
A complaint is defined as a dissatisfaction with a service provided directly by Taith. If the complaint is about a service provided by a beneficiary or co-beneficiaries organisation that are in receipt of funding from the programme, please follow the beneficiary or co-beneficiary organisation’s complaints procedure before submitting a complaint to Taith. A complaint can be made to Taith at any time during the application or at each stage of the project process.
Please submit your complaint in writing using the Complaints form and submit by email with the subject ‘Complaint’ to enquiries@taith.wales
Each complaint shall be considered by the Taith team, with the aim of acknowledging receipt of the complaint within one working day and the provision of a full response within 10 working days. It is noted that on occasions this timeline will be longer owing to the complexity of some complaints. In these cases, Taith will update complainants on the progress of the complaint.
Appeals
An appeal is defined as a request to review a decision which has been taken by Taith where it is considered by the applicant of the appeal that the published programme procedures have not been followed. An appeal can only be submitted by an applying organisation (the person or organisation submitting a grant application to Taith), where the applicant of the appeal can provide evidence of an administrative error on Taith’s part or where published procedures have not been adhered to. Information that was not included in the original application form cannot be considered.
For Taith beneficiaries (the person or organisation signing the Grant Award Letter issued by Taith), appeals may be considered in relation to the grant award where there is evidence of an administrative error or where the special conditions and annexes of the Grant Award Letter have not been adhered to. Only one appeal per application can be made.
Appeals should be submitted within the following timescales:
Please submit your appeal in writing using Appeals form and submit by email with the subject ‘Appeal’ to enquiries@taith.wales
Taith aims to acknowledge an appeal in writing within 3 working days. Taith aims to reply fully to the applicant of the appeal with the appeal decision, in writing, within 10 working days of the acknowledgement. It is noted that on occasions this timeline will be longer owing to the complexity of some appeals. In these cases, Taith will update applicants of the appeal on the progress of the appeal.
Appeals can only be considered where the applicant of the appeal can provide evidence of an administrative error or failure to follow published procedures by Taith. Where this is not the case, please refer to the Taith Complaints Procedure.
Feedback
We welcome your general feedback and observations on what we do as it helps us understand what is useful and highlights potential changes or improvements in how we deliver Taith.
Please email enquiries@taith.wales with the subject ‘Feedback’.