Poetry Wales Press Ltd is proud of its relationships, strategic positioning and business processes. We value transparency and are open to complaints on the following alleged grounds:
- Breach of contract
- Grossly unprofessional conduct by Poetry Wales Press Ltd staff members
- Illegal activity
Should you wish to lodge a complaint under these grounds, there are three stages that can be used to try to resolve the matter.
Please note that complaints relating to grounds outside those listed above will not be considered through this process. This includes matters relating to business decisions, for example distribution processes, marketing campaigns, commissioning and reviews in Poetry Wales. Should your complaint fall within these grounds, it constitutes feedback, which can be submitted here. We review all feedback and may, where appropriate, respond internally. Due to the small size of the business, you will not receive correspondence from us regarding your feedback beyond the auto email acknowledging its receipt.
Stage One (Informal)
To make an initial complaint (Stage One), please email the individual(s) concerned outlining the grounds of your complaint. In order for us to resolve your issue to the best of our ability, please include as much detail as possible regarding your complaint, including any relevant communications or documentation. If you don’t know who to contact, do not wish to contact the individual involved or receive an out of office reply, please email [email protected]
All Stage One complaints will be acknowledged by the member of staff to whom you communicated your complaint within 14 working days from the date it is received.
They will endeavour to satisfy your complaint and, within 14 working days from the date of the acknowledgement, let you know of any remedial action that is to be taken.
Stage Two (Formal)
If you are not satisfied with the response you received at Stage One, or you would like your complaint to be formally and independently investigated, you can request your complaint to be escalated to Stage Two. Please submit the details of your Stage Two complaint by emailing the Poetry Wales Press Ltd CEO [email protected], including everything submitted at Stage One, any additional relevant details, and why you are unhappy with the resolution you have received.
If your complaint is about the CEO then it should be addressed to the Chair of the Board and sent to [email protected]. Any correspondence sent to this address which has not gone through Stage One, or has but does not relate to the CEO, will be ignored.
Your Stage Two complaint will be acknowledged with seven working days. The CEO will investigate your complaint and may ask for a formal interview with you and others as relevant in order to ascertain the facts.
You will receive a full written response within 21 working days from the date of the acknowledgement.
If you are not satisfied with the response to your complaint, you will be given the opportunity to speak to the CEO and given the option to appeal (Stage Three).
Stage Three (Appeal)
To appeal, please outline the reasons for your dissatisfaction to the Chair of Poetry Wales Press Ltd by emailing [email protected]. Please submit the full details of your complaint, including everything submitted at Stage One and Stage Two, any additional relevant details, and why you are unhappy with the resolution you have received to date.
Your appeal will be acknowledged within 7 working days. The Chair will review the investigation and the response received at Stage Two, potentially making further enquiries.
You will receive a full written response and rationale for it from the Chair within 21 working days from the date of the acknowledgement. Their response will comprise the final decision of the complaints process.