The Self Build Wales scheme has expanded to now cater for applicants who either own their own land, or who have found land available to build on. Find out more here

Service standards

Service standards

We take responsibility for our activities and are committed to achieving the highest possible standard of customer care. We make every effort to uphold our service standards by providing a service that is efficient, reliable, personal, professional and transparent.

Decision making

Our application process aims to ensure that investments are placed with viable businesses. Our primary concern is making serviceable and prudent investments. Although each proposal receives careful attention, we cannot commit to agreeing to every application.

If you have a complaint about a commercial investment decision, please contact us. Our fund managers will be happy to discuss any aspect of their decision-making process. If an application is declined, only additional supporting information is likely to result in that decision being reversed.

Application handling

If you have a complaint about the way an application has been handled, please contact us. We will be happy to investigate and deal with any problems.

General complaints

For any other type of complaints outside of an application decision, please use our contact us page.

Contacting us

We can be contacted between 9am and 5pm, Monday to Friday. If you need to speak to us outside these hours, you can email us or leave a message on our answer phone and we will call you back the next working day.

Privacy notice

Under data protection law we must have a valid legal basis for collecting and using your personal information. When you contact us for more information about our products or services, we believe that we have a legitimate interest in being able to respond fully to your enquiry. Your personal data will only be used to respond to your query. For more information, see section two of our privacy notice.