- Plas Heli -
Academi Hwylio Genedlaethol a Chanolfan Ddigwyddiadau
Prif Ganolfan Digwyddiad Hwylio yng Nghymru
Cyfleuster Cymunedol
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English (UK) -----------------------------------------
Complaint Procedure
Complaints Procedure
Plas Heli Cyf is committed to handling all complaints promptly, fairly and consistently. This Procedure explains how complaints are received, acknowledged, investigated and responded to.
Complaints must now be submitted using our secure online form. Paper forms are no longer required.
1. Purpose of this Procedure
This Procedure ensures that all complaints received by Plas Heli Cyf are:
- acknowledged promptly
- recorded accurately
- investigated fairly
- responded to within agreed timescales
- reviewed to support continuous improvement
2. What is a Complaint?
A complaint is any expression of dissatisfaction about:
- services provided by Plas Heli Cyf
- conduct or behaviour of individuals acting on behalf of Plas Heli
- facilities, events or activities delivered at Plas Heli
- decisions or actions taken by staff, volunteers or contractors
Complaints may relate to a single incident or a series of events.
3. How to Submit a Complaint
All complaints must be submitted using the online Complaints Form. The form allows you to:
- describe the incident
- identify individuals involved (if known)
- upload supporting evidence (photos, documents, screenshots)
- provide your preferred contact method
- receive an automatic acknowledgement
If you are unable to use the online form, please contact us and we will assist you.
4. Acknowledgement
Once your complaint is submitted:
- You will receive an automatic email acknowledgement.
- Plas Heli Cyf will formally acknowledge your complaint within 5 working days.
- You may be contacted if further information is required.
5. Investigation
Complaints are investigated by an appropriate member of staff or Director. The investigation may include:
- reviewing the information you provided
- speaking with individuals involved
- gathering additional evidence
- consulting relevant policies or procedures
All investigations are conducted objectively and confidentially.
6. Response
A full response will be issued within 20 working days of acknowledgement. The response will include:
- a summary of the complaint
- findings from the investigation
- any actions taken or proposed
- information on next steps or escalation routes
If the investigation requires more time, you will be informed.
7. Escalation
If you are dissatisfied with the outcome, you may request an escalation. Escalated complaints are reviewed by a Director not previously involved in the investigation.
Further escalation routes may apply depending on the nature of the complaint (e.g., safeguarding, regulatory matters).
8. Record Keeping
All complaints are:
- logged securely
- stored in accordance with Data Protection & GDPR requirements
- reviewed periodically to identify trends and improvements
9. Confidentiality
Information provided through the online form is handled in accordance with:
- Plas Heli Cyf’s Data Protection & GDPR Policy
- relevant safeguarding and conduct policies
Only individuals involved in handling the complaint will have access to the information.
- Manylion
- Trawiadau: 3796
Proposed New Balcony
Plas Heli has received Plans for the replacement platform and stairway.
This south facing elevated platform will increase the balcony space on the first floor for social functions, and will provide our customers with great views over the sea, compound and the Hafan Marina.
The balcony will also provide useful covered space on the ground floor for use during large events and we have ensured that we have water and power provided to this new area.
This space will also provide fantastic winter storage space for our kit.
This will add greatly to the fuctionality of Plas Heli as an Event Centre.
- Manylion
- Trawiadau: 4837
Pwllheli Harbour Entry
Pwllheli Channel entry - as a guide only.
Maximum speed in the channel is 4 Knots. test
Harbour Master VHF CH 12
Hafan (Marina) VHF CH 80
Check the tides to make sure you have sufficient water under the boat for a safe passage up the channel. There is a tide board on the perch on the right hand side of the channel.
We suggest that you do not attempt to enter when the depth on the board is equal to or less than the draught of your vessel plus 0.5m on a rising tide. You should allow a greater margin on a falling tide. Follow the route outlined below.
Proceed to the chanel entrance from the direction of the Fairway Buoy. Do not cut the corner at the south side of the entrance.
As a general rule:
Red on the chartlet-
- stay right if you can see the training wall -
- stay with the red cannel marker buoys - if you can't see the training wall at high water.
Blue on the chartlet-
After the last green perch cross to the south side of the channel and follow the trots, leaving the green chanel marker buoys well to your right. The deepest water is where the boats are moored.
Then continue up the chanel to the Plas Heli pontoons which are to the north of the Hafan Marina.
If you are instructed to berth on the northen side of the Plas Heli pontoons please do not give a wide berth - stay close to the pontoons. The depth decreases rapidly to the noth of the Plas Heli basin.
The Hafan Slipway is a commercial slipway and not available to indivuduals - - for launching options please visit the Marina Office or one of tyhe boat yards Commercial operators.
- Manylion
- Trawiadau: 4235
Racing Areas in Tremadog Bay
Details to follow shortly. ST
We will show here the typical race course areas in Tremadog Bay used for Events at the Welsh National Sailing Academy and Event Centre.
- Manylion
- Trawiadau: 136
Marc a Chit Rasio ym Mhlas Heli
Racing Buoys/Marks
We have a full compliment of Racing marks to accommodate most events hosted at Plas Heli.
A selection of Racng Marks set out in the Plas Heli Main Hall Start of Season Audit
The extensive inventory includes the following:
- 6 x Red Cylindrical Buoys with black band
- 6 x Orange Cylindrical Buoys with Plas Heli Logo (1.8m high)
- 6 x Yellow Large Dumpy Buoys (1.3 m high - but wider than the above)
- 5 x Black Pyramid Triangular Buoys
- 5 x Blue Buoys (not shown)
- 2 x Dumpy Spreader Buoys
- selection of training marks
Cylindrical and Dumpy marks on the Plas Heli Dock ready for deployment
We will add the sizes of each shortly.
Start and Finish Pins
We have two sets of new Start and finish pins - shown below with cocking weights.
- 2 x Blue Finish pins with fitted flag
- 2 x Orange Start pins with fitted flag
One pair of Start and Finish Pins on the Plas Heli Dock - we have 2 identical pairs.
Ground Tackle
We have anchors, chain, lines and cocking weights for two full race courses.
A selection of Ground Tackle on the Dock ready for deployment
Read about Our Safety RIBS and Committee Boat Options here
Read about the Bridge - a command centre for events here
- Manylion
- Trawiadau: 6838
Race Marks
Plasd Heli has a selection of race marks for your event as follows:
- 6 Orange
- 5 Black
- 6 Red
- 5 yellow
- 2 smaller orange
- 2 start pins (Orange) with flags
- 2 finish pins (Blue) with Flags
- A set of blue marks in stores (not shown in this photo)
- Manylion
- Trawiadau: 3460
Events at Plas Heli
Plas Heli Events
- Manylion
- Trawiadau: 6424
Is-gategorïau
Dolenni Cyflym Tudalennau Cyfleusterau Plas Heli
| Angorfeydd yn Plas Heli | Gwersylla yn Plas Heli | Llogi Ystafell yn Plas Heli | Cyfleusterau Eraill | Bar ac Arlwyo |
Mae Plas Heli Cyf yn Gwmni Dosbarthu Menter Gymunedol, Dielw
Plas Heli Cyf. Glan y Don, Pwllheli, Gwynedd LL53 5YT
Arlwyo a Bar: 01758 614 442
(dim ond ymholiadau arlwyo i'r rhif ffôn yma os gwelwch yn dda).
Sylwch nad oes staff yn y swyddfa ac y byddai eich ymholiadau'n cael eu trin yn fwy effeithlon pe baech yn anfon e-bost i'r adran briodol.
Defnyddiwch y ddolen briodol o'r tudalen 'Cysylltwch a Ni' .
Plas Heli Cyf Glany Don, Pwllheli, Gwynedd LL53 5YT
Cwmni Cofrestredig. Rhif: 08082514
Rhif TAW: GB 164061430