# COMPLAINTS HANDLING POLICY
Date: 2 April 2033
Parties: Northbridge Advisory Ltd and its clients
## 1. Purpose and parties
Northbridge Advisory Ltd adopts this policy on 2 April 2033 for complaints about its advice, service, staff or handling of personal information. A complaint may be made by a client, authorised representative or prospective client without charge and without losing any legal remedy.
## 2. Facts, scope and terms
Complaints may be sent to complaints@northbridge.example, by post to the Complaints Manager at 18 Queen Square, Bristol BS1 4NH, or by phone. Staff must offer reasonable adjustments, an interpreter or an alternative format where needed, and must not require a complainant to use a particular channel.
## 3. Process and responsibilities
The firm acknowledges a complaint within three business days, records the issue and owner, and sends a substantive response within 20 business days. If that is impossible, it explains the reason and gives a revised date no later than 40 business days from receipt.
## 4. Evidence, records and safeguards
The first response states the facts considered, relevant records, decision, remedy and escalation route in plain language. A remedy may include correction, apology, fee refund, service review or compensation where appropriate; acknowledging a complaint does not automatically admit liability.
## 5. Review, escalation and outcome
A complainant may request stage two review within 20 business days of the response. A manager who was not involved reviews the file, may interview relevant staff, and issues a final response within 20 business days, or explains a permitted extension and new date.
## 6. Reservations and practical protections
Northbridge protects complaint information, shares it only on a need-to-know basis, and keeps the file six years after closure. It will preserve relevant emails and call recordings, monitor themes monthly, and prohibit retaliation. Urgent safeguarding, fraud or data breaches are escalated immediately under their separate procedures.
## 7. England and Wales law and completion
The policy is reviewed each April by the Risk Director and does not prevent referral to an ombudsman, regulator or court. This completed policy is governed by England and Wales law, applies from 2 April 2033, and staff must complete annual training and record every complaint accurately.