Business Continuity Plan

This plan sets out how Bamboo Marketing NW Limited T/A PCPHero will respond to a disruptive incident that threatens our ability to operate normally. Our objectives are to:

• Respond effectively to any business disruption in a controlled and structured manner
• Maintain or restore critical business activities within acceptable timeframes
• Return to normal business operations as quickly as possible
• Ensure clients are kept informed and regulatory obligations continue to be met

The Business Continuity Plan (BCP) is designed to achieve the following objectives:

• Guide the Business Continuity Team (BCT) in recovering and restoring business activities
• Set out clear recovery procedures and lines of responsibility
• Provide guidance on notifying key business partners and stakeholders of disruption
• Avoid confusion during an incident through clearly defined actions and communication protocols
• Ensure vital records are protected and accessible during a disruption

This plan may be activated in the event of any disruption that materially impacts normal business operations, including but not limited to:

Activation Authority

This plan is activated at the discretion of the Director, who will assess the severity of the disruption and initiate the appropriate response procedure.

• Loss of key members of staff (e.g. long-term absence, sudden departure)
• Loss of access to critical business systems or technology platforms
• Denial or damage to business premises or physical facilities
• Loss of a key supplier or resource critical to service delivery

The Director of Bamboo Marketing NW Limited T/A PCPHero is responsible for leading and coordinating the Business Continuity Team (BCT). Responsibilities include:

Contact

Business continuity incidents should be escalated directly to the Director. Internal contact details are held securely by all permanent members of staff.

• Making key decisions during an incident
• Communicating with staff, clients and key partners
• Liaising with relevant regulatory authorities where required
• Approving return-to-normal procedures

Upon activation of the plan, the following initial steps must be taken:

• Ensure all staff are safe — evacuate premises if required and contact emergency services
• Open an incident log to record all decisions, communications and actions taken
• Assess the nature and scope of the disruption and identify which business functions are affected
• Notify the Director immediately if not already involved
• Inform key stakeholders and clients of any service disruption without undue delay

Once the incident has been assessed, the BCT will initiate the following continuity actions:

• Recover vital records and data from cloud-based backups
• Activate remote working arrangements for all staff where applicable
• Access critical systems remotely via cloud platforms (Microsoft 365, Zoho CRM, etc.)
• Keep clients and key partners informed of expected recovery timescales
• Maintain FCA regulated activity and client service obligations wherever possible

Once the immediate incident is contained, the following recovery steps will be followed:

• Carry out salvage and retrieval of any lost or damaged records, assets or equipment
• Conduct a full debrief with all relevant staff
• Compile a post-incident report documenting the incident, actions taken, and overall impact
• Review and update this plan to incorporate lessons learned
• Report any material operational disruption to the FCA if required under regulatory obligations

The following table sets out specific provisions for the most likely disruption scenarios:

The following recovery timescales represent our target response and restoration objectives:

24 Hours

Phone message updated for clients. Remote access to cloud systems established for all staff.

48 Hours

Laptops and remote devices configured. Key systems tested and confirmed operational.

72 Hours

Dialler system and client management platforms fully restored and operational.

Questions about this policy?

Bamboo Marketing NW Limited T/A PCPHero · FCA FRN: 930314