Complaints Procedure

1. Purpose

Altham will respond to complaints promptly and seek a fair resolution. This procedure covers service, communication, delay, fees, conduct and administration.

2. How to complain

Complaints contact. Send a complaint by replying to the email through which the Engagement documents were supplied, putting "Complaint YC/D001" in the subject, or by post to Altham Advisory Limited, 115 Hardwicke Street, Rochdale, Greater Manchester, United Kingdom, OL11 1QJ. You may also raise it directly with Usama Khan, the lead adviser. Altham will appoint a reviewer for the complaint.

An oral complaint may be made to the lead adviser. We may ask for a written summary so that the issues are accurately recorded.

What to include. Your name and matter reference; each issue; relevant dates and documents; the impact; and the outcome sought. Lack of detail will not prevent us recording the complaint.

3. How we handle it

1. Acknowledge. We will acknowledge a complaint promptly, record it and identify the person responsible for the response. We will give an expected date for the substantive response.

2. Protect the matter. We check the file for any deadline that is running. A complaint does not suspend or extend any limitation period, contractual time bar or other deadline, and each remains your responsibility. Tell us expressly about any urgent date.

3. Investigate. We review the Engagement documents, file, time and billing records and relevant communications. Where practicable, the reviewer will not have been materially involved in the issue.

4. Respond. We aim to give a substantive written response within a reasonable time. If more time is needed, we explain why, report progress and give a revised date.

4. The response

The response will identify the issues considered, material evidence, findings, any action or remedy, and how to request an internal review. It need not reproduce privileged, confidential or third-party material that cannot lawfully be disclosed.

5. Possible outcomes

Depending on the findings, outcomes may include an explanation, apology, correction, completion or repetition of work, a process change, fee reduction, credit or refund, or no further action. Any financial remedy requires the written approval of a person with authority to commit Altham.

6. Internal review

If dissatisfied, request an internal review within 10 working days of the substantive response and state the specific error, omitted evidence or remedy challenged. A person appointed by Altham who can review the matter fairly will consider the complaint and response, seek further information if needed, and issue Altham’s final position within a reasonable time or give a reasoned revised date. We will identify the review lead when acknowledging the request.

7. External position

REGULATORY STATUS Altham is not a firm of solicitors and is not authorised or regulated by the Solicitors Regulation Authority. It carries on no reserved legal activity.

Complaints about Altham do not ordinarily fall within the jurisdiction of the Legal Ombudsman, and there is no access to the SRA Compensation Fund. No external ADR scheme is designated for this Engagement. This does not affect any right to pursue a contractual claim through the courts or another forum with jurisdiction.

Data protection. A complaint about personal information is handled under this procedure and acknowledged as stated in section 3. You may also complain to the Information Commissioner's Office using the details in the Privacy Notice.

8. Safeguards and record

There is no charge for this procedure and a good-faith complaint will not cause adverse treatment. Unless agreed in writing, a complaint does not suspend fees, authority limits or evidence-preservation duties. We will discuss whether work can continue safely and may pause or end the Engagement under the General Terms where safe delivery becomes impracticable. Complaint information is shared only where needed to investigate, respond, obtain professional advice or meet legal obligations.

Record. Altham records the issues, owner, conflicts check, deadlines, evidence, findings, remedy, review outcome and corrective action, and retains the record under the Privacy Notice.