Complaint Against Visit Wales Sent To The Ombudsman For Wales
Complaint sent 3rd February 2024. Response due any day now…
Visit Wales has consistently over many years provided a platform for some unaccredited businesses whilst precluding other unaccredited businesses.
The accreditation scheme itself is a separate issue and that is now being dealt with, after four years of communicating with the Welsh Government, by means of a full review. Visit Wales demands that legally operating and qualified guides, who have undergone rigorous training and assessment either as a Blue Badge Guide or as a Mountain Leader and who deliver countryside walking that takes the client on a journey more than 30 minutes from their vehicle must have been through the Visit Wales Adventure Activity Assurance Scheme. I will not do this as I regard this as government overreach, given that Visit Wales alone of all tourism portals in the UK demands this of professional providers and that the requirement goes far beyond UK law in these matters. I therefore accept that under the current rules Wales Outdoors cannot be listed on the Visit Wales website. My claim then is solely regarding Visit Wales' wilful and in full knowledge of the facts continued platforming of businesses that also require accreditation but that have not been inspected and accredited.
Following a series of meetings in 2022, culminating with a meeting with Jon Munro and Heledd Owen on the 11th September 2022, I thought that we were getting somewhere and that the staff at Visit Wales would finally clean up the Visit Wales platform and administer robust protocols for inclusion of event providers. Upon checking the platform at the beginning of August 2023 I noted that once again Visit Wales was promoting businesses that they ought not, according to their own rules, whilst denying my similar business that same advertising opportunity and that they had made no progress in cleaning up the website. I have exhausted all routes of communication and despite assurances they will do better and a meeting on the 6th of November where they admitted they had not done enough and would work to clean up their site, visitwales.com, businesses in competition with mine remain listed outside of Visit Wales onboarding rules and Wales Outdoors continues therefore to be disadvantaged in the tourism marketplace.
After 2.5 years of communication, Visit Wales assured me in September 2022 that:
Product Database
Tighten up checks that are made before a business is added to the grading database and the grading file that is uploaded to the product database
Outline tighter requirements around the checking of new businesses with our database partner – New Vision Group / Simpleview.
A monthly second check of those ‘new’ businesses added to the database by our internal team.
Article Content
Better online guidance supported by a specific briefing from us to the editorial team
All graded products to be linked to via their product listing – including all activity products.
Ongoing identification of where this is not the case. We are running a link report now we can use to support this.
Providing the editorial team with a monthly list of businesses that come off the system so they can check and update content.
I gave them specific examples of errant website links and products and expected these to be rectified. I told them I would look at the Visit Wales website at a later date to check that the site had been cleaned up. I looked at the beginning of August 2023 and then followed a series of emails in which I expressed my dismay at the lack of action and that it appeared not only that the agreed action points had not been implemented but that there had been no attempt to action the examples I had given in 2022.
Please remember that this 'level playing field' issue has been ongoing since 2006, although slightly different in complaint content then, and that others such as WOTGA and SWOAPG have had similar issues which I can evidence if required. Due to Visit Wale's inability to deliver a fair service to tourism in Wales, hundreds of man hours have been lost and indeed hundreds of thousand of pounds have been spent by Visit Wales in dealing with such complaints.
There are very many examples of businesses on the Visit Wales platform that deliver guiding services or adventure activities that are not accredited. I have not made an exhaustive search and indeed this is not my responsibility.
I sent in links to eleven listings that are live and not accredited.
I offered to have a meeting and resolve the issues I was raising. Visit Wales closed ranks and ignored that offer, not responding to it at all until I had attended two of their roadshows, involved my MP and written to the ministers. I attended a meeting with Heledd Owen and Steffan Roberts, 30 minutes on Teams, in early November.
In advance of that meeting, November 6th 2023, I sent this blog post, please read for more background information - https://walesoutdoors.substack.com/p/the-points-andy-raises-are-almost - to Heledd Owen and at the meeting she said she would have staff look into the errant businesses mentioned in them.
I sent in links to seventeen listings that are live and not accredited.
I could keep on going… But that is Vist Wales job, isn’t it?
Then there are the campsites and accommodation providers…
I think most will have a things to do page on their website. Here is just one. I think Visit Wales need to do what was agreed with Jon Munro in 2022 and that is remove all accommodation that links out to activity providers unless they can prove that Visit Wales accredits the provision and that they guarantee that this will continue to be the case.
Pencelli Castle Caravan Park - They link out to walking festivals that Visit Wales has removed and to many providers of activities including some that are not accredited.
Inconsistencies
Here is one example where I suspect the provider was accredited for wild swimming but they now also offer guided walking.
One listing sent that is live and not accredited.
Magazine Pages
Visit Wales have many magazine articles that link out to guides and providers that are unaccredited. It was agreed in 2022 that this would be rectified. Indeed, some of these pages were flagged and staff at Visit Wales were made aware of them. They are still live on the Visit Wales website. Here are three examples, the worst being the final page with three photos that are actually portraying activities that are either illegal or dangerous.
Example - https://www.visitwales.com/info/history-heritage-and-traditions/welsh-heritage-sightseeing-tours Guided walk to the Chartists Cave. This is a walk of 35 minutes for a fit and competent hill walker and is over mountain terrain, so longer for a client.
https://www.visitwales.com/things-do/adventure-and-activities/walking/ramblers-cymru-wales-top-autumnal-walks links out to the Ramblers who offer unaccredited and paid for guided walks.
https://www.visitwales.com/destinations/mid-wales/powys/insiders-guide-hay-wye We discussed this in 2022 and it was agreed this would be removed. God awful copy and linking out to an unaccredited provider and photos that show dangerous and illegal activity.
Furthermore...
I have questioned Adventure Tours UK and Clyne Farm Centre as prime examples, on many occasions, with no response. Both are clearly signposted, in their name, to be outdoor activity providers. What is particularly galling is that Adventure Tours UK we onboarded AFTER the September '22 meeting with Helledd and Jon and so following assurances that this type of listing would not be allowed in the future. Both have received copy and Adventure Tours UK has a travel trade site listing too.
https://www.visitwales.com/attraction/sightseeing-tour/adventure-tours-uk-2166486
https://www.visitwales.com/accommodation/self-catering/clyne-farm-centre-cottages-973538
On three separate occasions I have been emailed by Visit Wales stating that Crickhowell walking festival has been removed. It has not. Indeed, Chepstow walking festival has appeared, as has Love Trails!
https://www.visitwales.com/event/walks-or-outdoor-activity/chepstow-walking-festival-chepstow-2173371
https://www.visitwales.com/event/display-or-festival/love-trails-festival-weobley-castle-cadw-2172998
Stage 2 Complaint
The stage 2 complaint that you kindly submitted for me and that I explained in detail over the phone to the investigating officer did not address the complaint. It noted I raised an issue that required further investigation but that as a review is taking place they think it best to wait for the outcome of that review. The review is specifically concerning the Adventure Activity Assurance Scheme which is not this complaint. This complaint is regarding the onboarding of unaccredited businesses that under the current rules need to be accredited. They did say that my complaint should have been referred to stage 2 earlier but offered no explanation. All requests for the protocols for doing this remain unanswered. I therefore request that you look into these matters too, not addressing the main thrust of my complaint and the failure to follow protocols regarding referral to stage 2.
Finally
I do not want these legitimate businesses removed from the Visit Wales site. But they must be removed as they fall foul of the current rules and while my similar business is barred from entry I remain disadvantaged. Visit Wales has not listened or investigated or indeed in many instances not responded to me to explain why these businesses have been, and with their full knowledge, remain listed. I therefore believe I have provided a good deal of evidence as to why I feel Wales Outdoors is being disadvantaged in the tourism marketplace and I am happy for you to contact me to discuss.
You can book our walks through the Wales Outdoors Website or, if you are a group, you can book us for a bespoke adventure, you choose the date and time, using the ‘Book Your Guide’ option.
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