Office complaints procedure Van Veen Advocaten

Article 1 definitions

In this office complaint procedure, the following terms shall have the following meanings:

• complaint: any written expression of dissatisfaction by or on behalf of the client towards the attorney at law or the persons working under his responsibility regarding the conclusion and execution of an agreement for 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 client’s representative making a complaint;
• Complaint Officer means the attorney charged with handling the complaint;

Article 2 scope of application

1. This office complaint procedure applies to any agreement for services between Van Veen Advocaten and the client.
2. (Each lawyer of) Van Veen Advocaten takes care of complaint handling in accordance with the office complaints procedure.

Article 3 objectives

The purpose of this office complaint policy is to:

1. Establishing a procedure to deal constructively with client complaints within a reasonable time;
2. Establishing a procedure to determine the causes of client complaints;
3. Maintain and enhance existing relationships through proper complaint handling;
4. train employees in client-centered response to complaints;
5. improving service quality with complaint handling and complaint analysis.

Article 4 information at start of service

1. This office complaint procedure has been made public. Prior to entering into the engagement agreement, the attorney shall inform the client that the firm has an office complaint procedure and that it applies to the services provided.
2. Van Veen Advocaten has included in the General Terms and Conditions the independent party or body to which a complaint that is not resolved after treatment can be submitted for a binding decision and has made this known in the engagement letter.
3. Complaints as referred to in Article 1 of these office complaint regulations that are not resolved after treatment will be submitted to the District Court of Central Netherlands or – in the case of consumers – to the court of their place of residence.

Article 5 internal complaint procedure

1. If a client approaches the office with a complaint, the complaint is forwarded to the office manager, who thereby acts as the complaints 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 tries to reach a solution together with the client 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 is settled satisfactorily, the complainant, the complaint officer and the person complained about sign the judgment on the merits of the complaint.

Article 6 confidentiality and free complaint handling

1. The complaint officer and the person complained about shall observe confidentiality in the
   complaint handling process.
2. The complainant is not liable to pay any fee for the cost of handling
   the complaint.

Article 7 responsibilities

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

Article 8 complaint registration

Article 8 complaint registration

1. The complaint officer records the complaint along with the complaint subject.
2. A complaint can be divided into several topics.
3. The complaints officer reports periodically on the handling of complaints and makes recommendations to prevent new complaints, as well as to improve procedures.
4. At least once a year, reports and recommendations are discussed at the office and presented for decision.