Customer Complaints Policy

Deep Sea Agency ”Deepsea” is committed to addressing complaints received through its official communication channels. ”Deepsea” operates at all organizational levels within an integrated system to handle all complaints. Customers have the right to submit any complaint they believe reflects unjust treatment, and at ”Deepsea”, we strive to provide the highest standards of customer service and safeguard their rights.

These procedures aim to manage customer complaints effectively, secure appropriate solutions without delay, and are implemented through a series of measures to review and resolve complaints efficiently, reach suitable solutions, improve processes, and enhance decision-making.

Definition Of Complaint

A complaint is a statement, message, or grievance submitted by customers through the approved channels for lodging grievances and objections regarding the service provided by ”Deepsea” or addressing behavior or mistreatment by any employee of ”Deepsea” and demanding the realization of justice, fairness, and obtaining rights.

Customer Complaint Handling Methodology

In alignment with the ISO 10002 standard for handling complaints, ”Deepsea” seeks to:

1.Proactively seek feedback through observations and suggestions for improvement.

2.Welcome complaints from customers dissatisfied with the services, decisions, or actions of ”Deepsea”.

3.Provide complaint-handling processes that are accessible, transparent, and accountable.

4.Regard customer feedback and complaints as inputs for building knowledge and improving services.

5.Commit to delivering high-quality service in collaboration with relevant departments to meet and exceed customer aspirations, desires, and expectations.

Submitting And Handling Complaints

Procedures for handling customer complaints have been established to facilitate and simplify the review of customer complaints, which are submitted for various reasons that may result from administrative decisions or actions issued by the management of ”Deepsea” or its employees, and which the customer deems to have been implemented incorrectly or unfairly.

Any customer has the right to submit a complaint, provided it falls within the scope of ”Deepsea” work.

When submitting a complaint, the complainant must provide all necessary information (name, contact numbers, subject of the complaint, and provision of relevant information related to the complaint’s subject). No complaint will be considered if it lacks the necessary information to communicate with the customer or does not relate to the work of ”Deepsea” or its employees.

Filling out the "Customer Complaint Form"

The customer will be informed, within 3 working days from the date of receiving the complaint, about the status of the request. The complaint will be handled, and a response will be provided to the customer within 10 working days.
The customer will be notified of the decision reached. If the customer agrees with the decision, the complaint will be closed immediately upon implementation of the decision. If no additional communication or message is received from the complainant within 15 working days from the date of the final written response, the complaint will be considered closed.
All complaints are reviewed and handled confidentially.
If the complainant remains dissatisfied with the outcome of the procedures related to their complaint, they may escalate the complaint to the competent authorities.

Complaint Handling Procedures

Receiving the request	(Email, website, complaint form)
Check request	Three working days
Result	Accept the complaint, reject the complaint (notify the customer and state the reason)
Complaint processing	10 working days
Notify the complainant	Processing result
Close the request	Based on processing

Complaint escalation channels

Website	https://deepsea.sa
Email	compliance@deepsea.sa
Write a letter to the address	Sharbatly Plaza, King Abdullah Rd, Al-Baghdadiyah Al-Gharbiyah, Jeddah 22234
Visit Our office	https://g.co/kgs/PiJtD8d
Phone or WhatsApp	0507405010