Welcome to Business Wales. This document explains the customer service standards that you can expect from us and how we will deliver these services to you. It also explains what we expect from you to ensure we effectively work together to maximise the impact of the advice and information you receive.
Our Mission
Business Wales aims to provide you with the support you need to either start a new business in Wales or help you develop your existing business.
We welcome new clients from all cultures, backgrounds and with a variety of needs.
We are constantly developing the way we deliver the service to ensure we are able to meet the needs of a diverse client base.
We aim to provide you with workshops and events that are accessible, both on-line and face to face. They will be interactive, up to date and informative whilst our business advisors will provide supportive advice and guidance. They will listen to your requirements and help you work up an action plan to enable you to reach your business goals.
What are our service level standards?
We aim to provide you with assistance and support in order to help you start or run your business more effectively and will do our very best to exceed your expectations.
Our service to you
We will strive to always treat clients fairly, honestly and with respect and are committed to providing an inclusive service
We aim to deliver the best service we can and to make our contact with clients timely, professional, courteous, and fair.
To do this we will:
- Listen to your business needs
- Develop a plan to help you address the areas where you need support
- Help and assist you, enabling you to take ownership for your work
- Ensure confidentiality and respect your privacy by not discussing your project details with any third party unless you have agreed for us to do so and treat information we hold in accordance with the data protection act
- Provide the service through the medium of Welsh and other languages where appropriate
- Ensure that our workshops are relevant, useful and delivered in accessible local venues
Ensure all our literature and training materials are in clear formats providing additional formats and resources whenever possible to meet your needs.
What we expect from you
We expect that you will also treat our staff with the same courtesy, respect and fairness. Unacceptable behaviour such as harassment, threats or assaults will not be tolerated and will result in omission from the service.
We want our clients to get the best out of the programme and we expect you to show your commitment by:
- Attending workshops and meetings on time and let us know in advance if you can’t be there
- Asking questions
- Taking responsibility and not relying on the Adviser to do the work for you
- Being proactive in contacting the adviser if you feel they are not working to the pace you expect or if you have any concerns
- Assisting us by giving honest and open feedback when we ask you to complete questionnaires regarding the services you have received
- Provide the necessary documentation to proceed with your support and to evidence the outcomes of the support you have received from the Business Wales service
- To respond respectfully and in a timely manner to requests for further information either from face to face meetings or by email
If things go wrong……
The majority of clients have an extremely positive experience with the Business Wales service. However, occasionally things don’t go to plan and you may want to complain. We take our client service standards seriously and welcome feedback and suggestions from you.
What are your rights?
If you're not happy with the service or advice you've received you have the right to complain, have your complaint investigated, and be given a full and prompt reply.
Our Contractors (who deliver the Business Wales service on our behalf) will have their own complaints process; however, if you are not satisfied with the outcome then please contact the Welsh Government on 03000 6 03000. Rydym yn croesawu galwadau’n Gymraeg. We welcome calls in Welsh.
We can also be contacted online at Contact us | Business Wales or you can write to The Business Wales service, C3 Front, Welsh Government, Sarn Mynach, Llandudno Junction, LL31 9RZ.
You may wish to make positive comments on the service you’ve received. These comments are just as important to us because they enable us to improve our services appropriately.
Important Information for Existing Businesses ONLY - UK SUBSIDY CONTROL
In order to minimise distortion of competition the UK Government sets controls on how assistance can be given to organisations operating in a competitive market.
This assistance, delivered directly or indirectly by the Welsh Government is considered a subsidy under the Subsidy Control Act (2022) and will be awarded through a registered UK subsidy scheme. Please click the link to view the Subsidy Control Offer Letter which gives details of this scheme.
Please note that the UK subsidy control regime applies only to enterprises as defined in Section 7 (Enterprise) of the Subsidy Control Act 2022. The subsidy control conditions related to this offer will not apply unless or until your organisation meets the definition of an enterprise. At that point, advisory support, delivered directly or indirectly by the Welsh Government, will be subject to the subsidy control regime and the associated subsidy control conditions related to the offer.
Visit the Welsh Government services and information pages on subsidy schemes for further information.
Business Wales – Privacy Notice
Your privacy is important to Business Wales and in line with the General Data Protection Regulations (UK GDPR) we have developed a Privacy Notice that covers why we collect and use your information.
During the registration process you confirmed that you had read and agreed to the terms of our privacy notice.
Business Wales Accelerated Growth Programme – Annual Fee
All businesses accessing Business Wales Accelerated Growth Programme will receive one year of fully funded support. Businesses that continue to meet the programme eligibility can access further high quality bespoke support, for which there will be an annual fee of £500 (net) payable for the second and subsequent years of support.
Clients that access the service as pre revenue (new business start-up) will as appropriate receive a further year of fully funded support once the business has commenced trading. Support following the completion of the first year of trading will then be subject to an annual fee of £500 (net).
Thanks for choosing Business Wales.
We wish you every success in your future ventures.