Feedback and Complaints

Guiding principles

Film Hub Scotland is committed to supporting a better connected and thriving film exhibition sector. All of our support and grants are intended to achieve that goal. We also wish to be as transparent as possible in how those decisions are made and to allow those decisions to be held accountable. Our guiding principles reflect those of our funders and the full National Lottery guidelines can be found here.

Film Hub Scotland leadership structure and governance

Film Hub Scotland is part of the BFI UK Film Audience Network (FAN) and is led by Glasgow Film Theatre (“GFT”). As such, it is a project and final accountability lies with the Chief Executive and Board of Trustees of GFT.

Film Hub Scotland is jointly funded by Screen Scotland and by National Lottery funding from the British Film Institute (“BFI”).

How decisions are made

Film Hub Scotland’s strategy is linked to our current overarching aim to provide more screens in the region, more programmes representing the diversity of cultural film, more voices being heard in the sector, and more audiences for film in Scotland.

Funding Awards

For bursaries and awards under £2,000, decisions are made by an internal panel from the Film Hub Scotland team and assessed against the guidelines provided. For larger awards, these decisions are made by the Film Hub Scotland team and (where applicable) external advisors and assessed against the guidelines provided.

What you can appeal

We understand that it can be disappointing to be declined for an award. 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 the view that:

• ‘maladministration’ has taken place (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);
• Film Hub Scotland has failed to give you access to information or has given you incorrect advice or information;
• you have not been treated politely; or
• Film Hub Scotland has discriminated against you or treated you unfairly.

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

How to make a complaint

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 Scotland 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 GFT 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: feedback@glasgowfilm.org or by post to: Chief Executive, Glasgow Film Theatre, 12 Rose Street, Glasgow, G3 6RB.

The Chief Executive will conduct an investigation and offer a final written decision. Please note for all types of complaint, Glasgow Film Theatre reserves the right to having the option of using an external third party to review a 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 for your complaint to be looked at by the GFT Board of Trustees who have ultimate oversight over the Film Hub Scotland project.

Your complaint will be dealt with in the strictest of confidence. Information about you will be shared internally, only as necessary to investigate and resolve your complaint. We will only disclose your information to third parties with your consent, or if we are legally required to do so. Under UK data protection law, you have the right to ask for a copy of the information.

Beyond this process, the guidance from BFI regarding complaints against awardees is available here.