Complaints Policy

How to make a complaint

In the first instance, please contact the person handling your matter to discuss your concerns. We will do our best to resolve any issues informally.

If you would prefer to make a formal complaint, or if informal resolution is not possible, please contact complaints@deeptech.legal.

Please include your name, contact details, the matter reference (if known), and details of your complaint.

Making a complaint will not adversely affect how we handle your matter.

Our complaints process

We will acknowledge your complaint within two working days. We will then investigate and provide a full written response within 28 days. If we need more time, we will contact you to explain why and agree an extension.

If we cannot resolve your complaint

The Legal Ombudsman

The Legal Ombudsman may be able to help if we are unable to resolve your complaint ourselves. They will look at your complaint independently, and it will not affect how we handle your matter.

The Legal Ombudsman can accept complaints from individuals, micro-enterprises (fewer than 10 employees and turnover or assets not exceeding €2 million), charities with an annual income below £1 million, clubs and associations with an annual income below £1 million, and trustees of trusts with a net asset value below £1 million.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. You must then refer your complaint to the Legal Ombudsman:

1. no later than one year from the date of the act or omission being complained about, or no later than one year from the date when you should reasonably have known there was cause for complaint; and‍

2. within six months of the date of our final written response to your complaint.

The Legal Ombudsman has discretion to accept complaints outside these time limits where it considers it fair and reasonable to do so.

Contact the Legal Ombudsman:‍

Website: www.legalombudsman.org.uk‍

Email: enquiries@legalombudsman.org.uk

Phone:  +44 (0)300 555 0333

Post: PO Box 6167, Slough SL1 0EH

If you are not eligible to use the Legal Ombudsman

If your organisation does not fall within the Legal Ombudsman's jurisdiction, you may still use our internal complaints procedure set out above.  You may also report concerns about solicitor conduct to the Solicitors Regulation Authority (see below), which is not subject to the same eligibility restrictions. Beyond that, you should seek independent legal advice regarding any available legal remedies.

Concerns about solicitor conduct

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could include concerns about dishonesty, taking or losing your money, or treating you unfairly because of your age, a disability, or other characteristic.

Contact the SRA:
Website: www.sra.org.uk/consumers/problems/report-solicitor
Phone: +44 (0)370 606 2555

Our professional indemnity insurance

We maintain a policy of professional indemnity insurance as required by the Solicitors Regulation Authority. At the time of writing, our policy is provided by Travelers Insurance Company Ltd.