Our office operates according to the below Office Complaints Procedure (Klachtenregeling). This can also be downloaded via this link in Dutch.


1. CONCEPTS


For the purposes of this complaints procedure, the following definitions apply:


  • complaint: any written expression of dissatisfaction by or on behalf of the client towards the lawyer or the persons working under the responsibility of the lawyer about the formation and performance of a contract for services, the quality of the service or the amount of the invoice, not being a complaint as referred to in paragraph 4 of the Advocates Act;
  • complainant: the client or his representative who makes a complaint known; complaints officer: the lawyer who is charged with handling the complaint.


2. APPLICATION


This office complaints procedure applies to every contract for services between the firm and the client.

The office is responsible for handling complaints in accordance with the office complaints procedure.

 

3. OBJECTIVE


This office complaints procedure aims to:


  • establish a procedure to deal with client complaints in a constructive manner within a reasonable period of time and to identify the causes thereof;
  • improve and maintain existing relationships by opening up good complaint handling;
  • train employees in responding to complaints in a client-oriented way;
  • improve the quality of the service with the help of adequate complaint handling.


4. DISCLOSURE


This office complaints procedure has been made public. Before entering into the contract for services, the lawyer will point out to the client that the firm has a complaints procedure and that this applies to the services.


In the contract for services, specifically in the general terms and conditions, the firm has included to which independent body a complaint can be submitted in order to obtain a binding decision, in the event that the internal handling of this has not led to a solution, and has made this body known in the engagement confirmation.


Complaints as referred to in Article 1 of this office complaints procedure that have not been resolved after being dealt with will be submitted to the court, which does not affect the fact that the parties (still) agree on a binding alternative dispute procedure.


5. INTERNAL COMPLAINTS PROCEDURE


If a client approaches the firm with a complaint, the complaint is forwarded to Mr. R. Schmidt, who thus acts as complaints officer.


The complaints officer notifies Ms S.M. de Queirós Monteiro Borsboom of the submission of the complaint (or takes note of it) and gives the complainant and Ms S.M. de Queirós Monteiro Borsboom the opportunity to explain the complaint.


The complainant does not owe any compensation for the costs of handling the complaint.


Mrs. S.M. de Queirós Monteiro Borsboom tries to find a solution together with the client, whether or not after the intervention of the complaints officer. If the complaints officer and Ms S.M. de Queirós Monteiro Borsboom are the same person, the complaints officer and the complainant will try to reach an agreement.


The complaints officer will deal with the complaint within four weeks of receipt of the complaint or will notify the complainant of any deviation from this period, stating the reasons for this, stating the period within which an opinion will be given on the complaint.


The complaints officer informs the complainant and the person about whom the complaint has been made in writing of the opinion on the merits of the complaint, whether or not accompanied by recommendations.


If the complaint has been dealt with satisfactorily, the complainant, the complaints officer and, if applicable, the person who is the subject of the complaint will sign the opinion on the merits of the complaint.

 

6. CONFIDENTIALITY


The complaints officer and Ms S.M. de Queirós Monteiro Borsboom observe confidentiality in the handling of the complaint.


7. EXPIRATION


The complaints officer is responsible for the timely handling of the complaint. Where appropriate, the person who is the subject of the complaint shall keep the complaints officer informed of any contact and a possible solution.


The complaints officer will keep the complainant informed about the handling of the complaint. The complaints officer keeps the complaint file up to date.


8. REGISTRATION COMPLAINT


The complaints officer registers the complaint with the subject of the complaint. A complaint can be divided into several subjects.


The complaints officer periodically reports on the handling of complaints and makes recommendations to prevent new complaints, as well as to improve procedures. At least once a year, the reports and recommendations are discussed at the office and submitted for decision.