25. Help Us to Give You the Right Service

25.1 Service Commitment

We are committed to providing you with a high-quality, efficient, and effective service. If you are dissatisfied or have suggestions for improvement, please contact the principal named in the Key Facts document.

25.2 Complaints Procedure

We take all complaints seriously. We will:

• Acknowledge your complaint within five working days, and
• Aim to respond fully within eight weeks.

If our response is not satisfactory, you may escalate the matter to our professional body as outlined in the Key Facts document.

25.3 Your Responsibilities

To help us deliver our services effectively, you must:

• Provide accurate and complete information and records in a timely manner,
• Respond promptly to communications,
• Comply with the terms of engagement, including payment and cooperation obligations.

We reserve the right to terminate this engagement immediately if:

• You become insolvent or enter into a formal arrangement with creditors,
• You fail to pay our fees on time,
• You breach any material term of the agreement and fail to correct it within 30 days of written notice.

Effective Date: 24 July 2025