Office complaints procedure

1. definitions

In these office complaint regulations, the following terms shall have the following meanings:
– complaint: any written expression of dissatisfaction by or on behalf of the client(s) towards the lawyer or the persons working under the client’s responsibility regarding the conclusion and execution of a contract for professional services, the quality of the services provided or the amount of the fee, not being a complaint as referred to in section 4 of the Lawyers Act;
– complainant: the client or his representative who makes a complaint known;
– complaints officer: the lawyer in charge of handling the complaint;

2. scope of application

1. This office complaints procedure applies to every contract for services between Letselschade Advocaat Amsterdam and the client(s).
2. Every lawyer at Letselschade Advocaat Amsterdam will handle complaints in accordance with the office complaints procedure.

OBJECTIVES

a. establishing a procedure to resolve client complaints within a reasonable time in a constructive manner;
b. establishing a procedure to determine the causes of client complaints;
c. maintaining and enhancing existing relationships through proper complaint handling;
d. improving the quality of service through complaint handling and complaint analysis.

4. information at start of service

1. This office complaint procedure has been made public. Before entering into the contract for services, the attorney informs the client(s) that the firm has an office complaints procedure and that it applies to the services provided.
2. Letselschade Advocaat Amsterdam has included in its general terms and conditions the independent party or body to which a complaint that is not resolved after treatment may be referred for a ruling and has made this known at the time of order confirmation.
3. Complaints as referred to in Article 1 of these office complaint regulations that are not resolved after treatment may be submitted to the civil court, unless the complaint is strictly disciplinary in nature: in that case, the complaint regulations of the Bar Association shall apply. If it concerns a complaint about a personal injury case, the complaint and disciplinary rules of the LSA Association also apply.

5. internal complaint procedure

1. If a client(s) approaches the firm with a complaint, the complaint will be referred to Mr. L.D. Foe, who thereby acts as complaints officer. If the complainant objects, Letselschade Advocaat Amsterdam may designate another complaint officer.
2. The complaint officer shall notify the person complained about of the filing of the complaint and shall give the complainant and the person complained about an opportunity to explain the complaint.
3. The person about whom a complaint has been made will try to reach a solution together with the client(s) whether or not after the intervention of the complaints officer.
4. The Complaints Officer shall settle the complaint within four weeks of receiving the complaint or shall notify the complainant of any deviation from this deadline with reasons, stating the period within which an opinion on the complaint will be given.
5. The complaint officer shall notify the complainant and the person complained about in writing of the verdict on the merits of the complaint, whether or not accompanied by recommendations.
6. If the complaint has been satisfactorily resolved, the complainant, the Complaints Officer and the person complained about shall sign the judgment on the merits of the complaint.

6. confidentiality and free complaint handling

1. The Complaints Officer and the person complained about shall observe confidentiality in handling the complaint.
2. The complainant shall not be charged for the costs of handling the complaint.

7. responsibilities

1. The complaint officer is responsible for the timely resolution of the complaint.
2. The person complained about keeps the complaint officer informed about any contact and possible resolution.
3. The complaint officer keeps the complainant informed about the resolution of the complaint.
4. The complaint officer keeps the complaint file.

8. Complaint registration

1. The complaint officer records the complaint along with the complaint subject.
2. A complaint may be divided into multiple topics.
3. At least once a year, the reports and recommendations are discussed at the office and submitted for decision-making