Complaints Procedure Last updated: March 2026 Complaints Procedure We are committed to providing a high-quality service to all clients. If something goes wrong, we want to know so that we can investigate the matter and put things right. 1. Raising a Concern In the first instance, please contact Kieron McGahan so that we can discuss your concerns and attempt to resolve the matter promptly. Kieron McGahan KG McGahan Consulting Limited 40 Severn Road, Maidenbower, Crawley, West Sussex, RH10 7ZF Email: admin@kgmcgahanconsulting.com Telephone: 01293 402368 2. Informal Complaints Concerns can be raised informally by telephone, in person or in writing. We will aim to resolve matters quickly at this stage wherever possible. If the matter cannot be resolved informally, you should submit your complaint in writing, including as much detail as possible to allow a full investigation. 3. Formal Complaints Upon receipt of a formal written complaint: We will acknowledge your complaint within 5 working days We will confirm our understanding of your complaint and may request further information where necessary We will investigate the matter and aim to provide a substantive written response within 10 working days If the matter requires more time to investigate, we will inform you and provide an update on progress. Our response will include a summary of our findings and details of any action to be taken. 4. If You Are Not Satisfied If you are not satisfied with our response, you may refer the matter to the Chartered Institute of Management Accountants (CIMA). CIMA offers an independent Alternative Dispute Resolution (ADR) service for complaints involving members in practice. Further information is available on the CIMA website. 5. Professional Conduct If you believe that a member of CIMA has been guilty of misconduct, you may make a complaint to the Professional Conduct department of the Institute.