Office complaints procedure

Drawn up in accordance with the applicable rules of the Netherlands Bar

If you are dissatisfied with our services, you can submit a complaint. Handling is free of charge and is carried out by an external complaints officer.

This is an English translation, provided for convenience. The Dutch text is the only authoritative version and prevails in the event of any difference.

Article 1 — Definitions

In this office complaints procedure the following terms mean:

• complaint: any written expression of dissatisfaction by or on behalf of the client towards the attorney or persons working under their responsibility, concerning the conclusion and/or performance of an engagement, the quality of the services or the amount of the invoice, other than a complaint as referred to in paragraph 4 of the Dutch Advocates Act;
• complainant: the client or their representative who submits a complaint;
• complaints officer: the external attorney charged with handling the complaint (mr. drs. L.J. Blijdorp).

Article 2 — Scope

1. This office complaints procedure applies to every engagement between attorney mr. J.J. Eizenga and the client.
2. Mr. J.J. Eizenga ensures that complaints are handled in accordance with this procedure.
3. Where there is cause to do so, the complaint is also reported to the relevant liability insurer.

Article 3 — Objectives

This office complaints procedure aims to:

1. set out a procedure for handling complaints carefully and promptly;
2. establish the causes of complaints;
3. maintain and improve existing client relationships through professional complaint handling;
4. promote client-focused working;
5. improve the quality of services through complaint analysis.

Article 4 — Information to clients

1. This office complaints procedure is public and accessible to clients.
2. Before entering into an engagement, the client is informed of the existence and applicability of this procedure.

Article 5 — Internal complaints procedure

1. A complaint must be submitted in writing to mr. J.J. Eizenga. He will forward the complaint immediately to the external complaints officer, mr. drs. L.J. Blijdorp.
2. The complaints officer notifies the person to whom the complaint relates without delay, and gives both the complainant and that person the opportunity to explain their position.
3. The complaints officer promotes a resolution between the complainant and the person concerned, whether or not through mediation.
4. The complaint is dealt with within four weeks of receipt. If that period is not achievable, the complainant is informed with reasons, stating the period within which an opinion will follow.
5. The complaints officer informs the complainant and the person concerned in writing of the opinion on the complaint, with or without recommendations.
6. If the complaint has been resolved satisfactorily, this is recorded in writing.

Article 6 — Confidentiality and no charge

1. Strict confidentiality is observed when handling complaints.
2. The complainant is not charged for the handling of the complaint.

Article 7 — Responsibilities

1. The complaints officer is responsible for the timely and careful handling of complaints.
2. The person to whom the complaint relates keeps the complaints officer informed of contact moments and any proposed solutions.
3. The complaints officer keeps the complainant informed of the progress of the complaint.
4. The complaints officer maintains a complaints file.

Article 8 — Registration and evaluation

1. Complaints are registered stating the subject or subjects of the complaint.
2. The complaints officer reports periodically on the complaints handled and makes recommendations to improve services.
3. At least once a year the complaints, reports and recommendations are evaluated and discussed internally.