Deep Blue Costs Limited Complaints Procedure

At Deep Blue Costs we strive to give the best service possible to all of our clients and therefore any complaints we receive will be taken very seriously and dealt with expeditiously.

If you feel disappointed with the level of service you have received, we want to hear from you.

Please ensure that any complaint is raised within 12 months of the date on which the matters giving rise to the complaint occurred or within 12 months of the date you became aware that you have grounds for complaint.

What to do if you have a Complaint.

• Your first point of contact should be with Rehan Mujaddadi, Director. Your complaint will be dealt with by someone with no involvement in the conduct of the matter giving rise to your complaint.
• Your complaint can be made via telephone, in writing or via email.
• We will:

1. a)Immediately acknowledge safe receipt of the complaint in writing.
   b)Investigate thoroughly within 8 weeks of receipt.
   c) Advise you in writing of the outcome of our investigation within 8 weeks of receipt.

• If you are not satisfied with the outcome of our investigation of your complaint under this First-Tier Complaints Procedure or the claim has not been resolved within 8 weeks and your complaint relates to the conduct of a Costs Lawyer you are entitled to refer a service complaint to the Legal Ombudsman within 6 months of the our last response to your complaint:

The details for the Legal Ombudsman are as set out below:-

Website: legalombudsman.org.uk

Telephone: 0300 555 0333

Email: enquiries@legalombudsman.org.uk

Address: PO Box 6806, Wolverhampton, WV1 9WJ

From 1 April 2023, the time limits for referring a complaint to the Legal Ombudsman will be not later than:

• one year from the date of the act or omission being complained about; or
• one year from the date when the complainant should have realised that there was cause for complaint.

• If you are not satisfied with the outcome of our investigation of your complaint under this First-Tier Complaints Procedure or the claim has not been resolved within 8 weeks and your complaint relates to the conduct of a Costs Lawyer you are entitled to refer a conduct complaint to the Costs Lawyers Standards Board:

1. a)Within 12 months from the date on which the matters giving rise to complaint occurred; or
   b)Within 12 months from the date on which the complainant first became aware that you have grounds for complaint.

The details for the Costs Lawyers Standards Board are as set out below:-

Website: clsb.info

Telephone: 0161 956 8969

Email: enquiries@clsb.info

Address: PO Box 4336, Manchester, M61 0BW

The effective date of this complaints procedure is 1 April 2023.