Complaints Procedure

1. Our Commitment

AY Strategy Ltd ("the Company") is committed to providing the highest standard of professional service to all our clients. We take complaints seriously and view them as an opportunity to improve our services. This Complaints Procedure sets out how you can raise a concern or complaint and how we will handle it.

We are committed to dealing with all complaints fairly, transparently, and promptly, in accordance with applicable regulatory requirements and best practice standards.

2. Definition of a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, and whether or not justified, about any aspect of the Company's services, conduct, or operations, including:

• The quality or timeliness of services provided
• The conduct or behaviour of any member of staff or contractor
• Billing or fee-related issues
• Data protection or privacy concerns
• Any other matter related to our business activities

3. How to Make a Complaint

Complaints may be submitted through the following channels:

In Writing

Email: complaints@ay-strategy.com

Post: Complaints Officer, AY Strategy Ltd, 275 New N Rd PMB 3032, London, N1-7AA, United Kingdom

Information to Include

To enable us to investigate your complaint efficiently, please include:

• Your full name and contact details
• A detailed description of the complaint
• The date(s) on which the matter arose
• Any relevant reference numbers or documentation
• The outcome you are seeking

4. Our Complaints Handling Process

Stage 1: Acknowledgement

We will acknowledge receipt of your complaint in writing within 3 business days of receipt. The acknowledgement will confirm the name and contact details of the person handling your complaint.

Stage 2: Investigation

Your complaint will be investigated thoroughly and impartially by a senior member of staff who was not directly involved in the matter complained about. The investigation may include:

• Reviewing all relevant files, correspondence, and records
• Interviewing relevant staff members
• Consulting with external advisors where appropriate
• Requesting further information from you if necessary

Stage 3: Resolution

We aim to provide a full written response within 15 business days of receiving your complaint. If the investigation requires additional time, we will inform you of the expected timeframe and provide regular updates. Our response will include:

• A summary of the complaint
• The findings of our investigation
• Our conclusions and any actions taken or proposed
• Details of any remedies or redress offered
• Information about the escalation process if you are not satisfied

5. Escalation

If you are not satisfied with the outcome of Stage 3, you may request that your complaint be escalated to the Company's senior management or board of directors. The escalation request must be made in writing within 30 days of receiving our Stage 3 response.

A senior director will review the complaint, the investigation findings, and the proposed resolution. A final response will be provided within 15 business days of the escalation request.

6. External Resolution

If you remain dissatisfied after exhausting our internal complaints process, you may have the right to refer your complaint to an appropriate external body, which may include:

• Information Commissioner's Office (ICO) — for data protection complaints: ico.org.uk
• Centre for Effective Dispute Resolution (CEDR) — for mediation of commercial disputes: cedr.com
• Any other relevant regulatory body or ombudsman with jurisdiction over the matter

7. Confidentiality

All complaints and related communications will be treated with the utmost confidentiality. Information relating to a complaint will only be disclosed to those persons who need to know in order to investigate and resolve it. We will comply with all applicable data protection legislation in handling your personal data.

8. Record Keeping

We maintain a record of all complaints received, the actions taken, and the outcomes. These records are reviewed periodically by senior management to identify any recurring issues and implement improvements to our services and procedures.

9. No Detriment

Making a complaint will not adversely affect the services you receive from us. We are committed to ensuring that all complainants are treated fairly and without prejudice. Any form of victimisation against a person who has made a complaint will be treated as a serious disciplinary matter.

10. Contact

For any questions about this Complaints Procedure, please contact:

Complaints Officer
AY Strategy Ltd
275 New N Rd PMB 3032, London, N1-7AA, United Kingdom
Email: complaints@ay-strategy.com