Feedback, Complaints and Appeals

© Mercy

Film Hub Wales (FHW) is committed to the development of a variety of inclusive and accessible programmes that support organisations in Wales screening British or international film to a public audience. 

FHW operate a number of training, research and membership schemes along with audience development grants designed to meet our key priorities. We take pride in supporting the exhibition sector in Wales and endeavour to maintain a high standard of work.

We want to be as transparent as possible in how decisions are made in relation to FHW schemes and to allow those decisions to be held accountable. Our guiding principles reflect those of our funder (BFI) and their full guidelines can be found here.

Film Hub Wales (FHW) is part of a UK wide network of hubs funded by the British Film Institute (BFI) to form the Film Audience Network (FAN), with Chapter appointed as the Film Hub Lead Organisation (FHLO) in Wales. It is a project and final accountability lies with the Chapter Chief Executive and Board of Trustees.

Bursaries and Grants
These decisions are made by an internal panel from the FHW team and assessed against the guidelines provided. Feedback is given. These decisions are reported to an external advisory group, the BFI and Chapter board.

Membership of the Hub is defined by a set of eligibility criteria, which have been shaped by FAN and the BFI to include the widest number of organisations possible that screen film to a public audience.

External Advertisements
All commissions for research, job vacancies or other freelance opportunities are openly advertised and shared with community partners to reach the widest possible audience. We endeavour to offer all opportunities bilingually and with accessible formats in mind.

Strategic planning
We aim to support a close-knit, growing network of members and partners via one-to-one relationships and consultation. Members are central to the development of effective Hub plans that work for partners Wales wide.

We also operate a Hub Advisory Group responsible for monitoring strategy and advocacy. The Advisory Group aims to reflect the hub membership and national strategic organisations with a diverse range of backgrounds and experiences.

Inclusive Cinema

FHW leads on Inclusive Cinema, a UK-wide project on behalf of FAN. This project does not offer formal grants or bursaries unless external fundraising opportunities are successful. The Film Hub Wales Manager and BFI FAN Access Officer work with the UK wide membership and appointed Black, NBPOC and disability led advisory groups to assess gaps in provision and formulate annual delivery plans.

We understand that it can be disappointing to be declined for an award or commission. However we will only consider formal appeals against funding decisions if the applicant has good cause to believe that the procedures for processing the application were not adhered to, or applied in such as a way as to prejudice the outcome of the application.

These may include:

  • ‘Maladministration’ (for example, if there has been an undue delay, if mistakes have been made, or if there has been a failure to follow the procedures in the application process as set out in the relevant funding guidelines);
  • FHW has failed to give you access to information, or has given you incorrect advice or information;
  • You have not been treated politely or FHW has discriminated against you or treated you unfairly.

Please note that should your project tender or application for funding be refused, you may not utilise this procedure to appeal against the decision if the process has been correctly adhered to.

Stage 1
Please contact the staff member with whom you have been dealing, as soon as possible and in any event within two months of the occurrence which forms the basis of the complaint. The staff member will make every effort to resolve your issue and ensure it is brought to the attention of the Film Hub Manager.

Stage 2
If you are unable to reach a resolution with the staff member with whom you have been dealing, the complaint will go to the Chapter Chief Executive. This should be freely offered and forwarded by the staff member you are in contact with but you can contact them directly by writing to:

Chief Executive
Market Road

Or emailing: FAO Chief Executive.

The Chief Executive will then conduct an investigation and offer a final decision. This may be done in consultation with the FHW Advisory Board. Please note, Chapter reserves the right to having the option of using an external third-party to review all types of complaint, at any time during the process.

Stage 3
If you are unhappy with the result of your appeal from the Chief Executive you can request that it be escalated to the Chapter Board who have ultimate oversight over the FHW project. You can contact them in writing at the below address:

Market Road

Or emailing: FAO Chair

If you have any further questions, please contact