Office complaints procedure Advocaat Uithoorn

Article 1 - Definitions

For the purposes of this office complaints procedure:

• complaint: any written expression of dissatisfaction by or on behalf of the client towards the lawyer or persons working under the lawyer’s responsibility regarding the formation and execution of an engagement agreement, the quality of the services provided, or the amount of the invoice, not being a complaint as referred to in paragraph 4 of the Dutch Lawyers Act;
• complainant: the client or their representative who lodges a complaint;
• complaints officer: the lawyer responsible for handling the complaint;

Article 2 - Scope

1. This office complaints procedure applies to every engagement agreement between Advocaat Uithoorn and the client.
2. Each lawyer at Advocaat Uithoorn ensures complaint handling in accordance with this office complaints procedure.

Article 3 - Objectives

This office complaints procedure aims to:

1. establish a procedure to handle client complaints within a reasonable period in a constructive manner;
2. establish a procedure to determine the causes of client complaints;
3. maintain and improve existing relationships through proper complaint handling;
4. train employees to respond to complaints in a client-oriented manner;
5. improve the quality of services through complaint handling and complaint analysis.

Article 4 - Information at the Start of Service Provision

1. This office complaints procedure has been made public. Before entering into the engagement agreement, the lawyer informs the client that the office applies an office complaints procedure and that it is applicable to the services provided.
2. Through its general terms and conditions, Advocaat Uithoorn has indicated which independent party or body a complaint that remains unresolved after handling can be submitted to for a binding decision, and this has been stated in the engagement confirmation.
3. Complaints as referred to in Article 1 of this office complaints procedure that remain unresolved after handling will be submitted to the competent court.

Article 5 - Internal Complaint Procedure

1. If a client approaches the office with a complaint, the complaint is forwarded to Mr. J.K. den Haan, who acts as the complaints officer.
2. The complaints officer informs the person about whom the complaint has been made of the submission of the complaint and gives both the complainant and the person complained about an opportunity to explain the complaint.
3. The person complained about attempts to reach a solution together with the client, whether or not with the intervention of the complaints officer.
4. The complaints officer handles the complaint within four weeks of receiving it or informs the complainant, stating reasons, of any deviation from this period and indicates the period within which a judgment on the complaint will be given.
5. The complaints officer informs both the complainant and the person complained about in writing of the assessment of the validity of the complaint, with or without recommendations.
6. If the complaint has been handled satisfactorily, the complainant, the complaints officer, and the person complained about sign the judgment on the validity of the complaint.

Article 6 - Confidentiality and Cost-Free Complaint Handling

1. The complaints officer and the person complained about observe confidentiality during the complaint handling.
2. The complainant is not required to pay any fee for the handling of the complaint.

Article 7 - Responsibilities

1. The complaints officer is responsible for the timely handling of the complaint.
2. The person complained about keeps the complaints officer informed of any contact and potential solution.
3. The complaints officer keeps the complainant informed about the progress of the complaint handling.
4. The complaints officer maintains the complaint file.

Article 8 - Complaint Registration

1. The complaints officer registers the complaint along with the subject of the complaint.
2. The complaints officer also registers the name of the complainant. Personal data and the complaint subject are stored for 5 years and then destroyed.
3. A complaint may fall under multiple subjects.
4. The complaints officer periodically reports on the handling of complaints and makes recommendations to prevent new complaints and to improve procedures.
5. At least once per year, the reports and recommendations are discussed at the office and submitted for decision-making.