Service delivery,
defined clearly.

What this policy covers

This policy applies to the management consultancy services displayed on our Services page, including:

• Business Operations Consultation
• Administrative Process Review
• Business Planning Session
• Operational Planning Pack
• Project Coordination Session
• Project Planning & Coordination Pack

The precise scope of a service is determined by the service description, information provided during the enquiry and any specific scope confirmed before delivery.

Before work begins

Before a service is delivered, we may confirm the following information with you:

• The service selected or requested.
• The relevant business or project requirement.
• The information or documents required.
• The agreed working format.
• The expected timeframe.
• The expected output or deliverable.

Information required from you

The quality and timing of a consultancy service may depend on the information supplied for the agreed work.

Depending on the service, this may include:

• A description of the current requirement or issue.
• Relevant business or operational information.
• Existing process documents or working notes.
• Project information, milestones or task details.
• Information about responsibilities or existing arrangements.
• Documents specifically requested for the agreed review.

Only information relevant to the agreed service should be supplied. Please do not send unnecessary personal information or confidential information that is not required for the work.

How services are delivered

Services are normally delivered remotely using email, telephone, online meetings and digital documents, depending on the service selected.

Published delivery timeframes

The current services are normally delivered according to the following working formats and target timeframes.

Session-based services

Business Operations Consultation, Business Planning Session and Project Coordination Session are delivered as defined consultation sessions.

The session length is limited to the period stated for the applicable service. Where a written summary or action plan is included, it will be prepared following the session and supplied through the agreed communication method.

A session does not automatically include additional research, implementation work, extended documentation or further meetings unless those activities are expressly included in the agreed scope.

Review and planning documents

Administrative Process Review, Operational Planning Pack and Project Planning & Coordination Pack involve the preparation or review of defined digital information.

Where a PDF or other digital document is included, it will normally be supplied by email or another agreed digital method within the timeframe stated for the service.

Documents are prepared from the information supplied and within the agreed scope. They are intended to provide practical consultancy, organisation or planning support rather than a guarantee of a particular business or project result.

Changes to requirements

If you change the requirement after the service has been confirmed, we will consider whether the change remains within the original scope.

• Minor clarification that remains within scope may be handled as part of the existing service.
• A material change may require a revised scope or separate agreement.
• A change that affects the delivery timeframe will be communicated before the revised work proceeds where reasonably possible.
• Additional work is not assumed to be included merely because it relates to the same general subject.

When delivery needs more time

Delivery may take longer than the normal timeframe where the required information is incomplete, documents are supplied late, clarification is needed or the agreed requirement changes.

Where a material delay becomes apparent, we will communicate the position and, where reasonably possible, provide an updated timeframe.

Timeframes also depend on the availability of the information, documents and access required for the agreed service.

What you receive

The output depends on the service selected. It may include:

• Email consultation summary.
• Review summary in PDF format.
• Business planning action plan.
• Operational planning document.
• Project coordination summary.
• Project planning and coordination pack.

Outputs are supplied electronically unless another delivery format has been specifically agreed in advance.

Consultancy and implementation

Our services provide consultancy, planning, organisation and coordination support within the agreed scope.

Unless expressly included in the service description, delivery does not include carrying out operational tasks on your behalf, managing third-party suppliers, making decisions for your organisation or implementing every recommendation provided.

Responsibility for decisions and implementation remains with the relevant client or organisation.

How we keep you informed

Communication will normally take place by email and, where appropriate, telephone or online meeting.

Important changes to scope, information requirements or delivery timing will normally be confirmed in writing so that both parties have a clear record of the agreed position.

If you believe an agreed requirement has not been delivered as expected, please contact us promptly. Complaints are handled under our Complaints Policy.

Cancellation and service changes

Cancellation requests are handled under our Service Cancellation Policy and any applicable legal rights.

If you need to change or cancel a service, please contact us as soon as reasonably possible using the email address below.

Where a service has already started, the position will depend on the stage of delivery, the work already completed and the terms applicable to that service.

Any applicable refund will be handled under the Service Refund Policy.

Questions about delivery

If you need clarification about a service, timeframe, output or information requirement, contact us before the agreed work begins wherever possible.