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:

• 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:

• 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: