Article 1 definitions
this office complaints procedure is defined as follows:
complaint: any written expression of dissatisfaction from or on behalf of the client towards the lawyer or the persons working under his responsibility about the formation and performance of an assignment agreement, the quality of the service or the amount of the invoice, not being a complaint as referred to in article 4 of the Advocaten Act;
complainant: the client or his representative who makes a complaint known;
complaints officer: the lawyer charged with handling the complaint;
Article 2 scope of application
This office complaints procedure applies to every assignment agreement between Mr. R.C. van den Berg and the client.
mr. R.C. van den Berg is responsible for handling complaints in accordance with the office complaints procedure.
Article 3 Objectives
This office complaints procedure aims to:
laying down a procedure for handling customer complaints in a constructive manner within a reasonable period of time;
establishing a procedure to determine the causes of customer complaints;
maintaining and improving existing relationships through proper complaint handling;
train employees in responding to complaints in a client-oriented manner;
improvement of the quality of the service through complaint handling and complaint analysis.
Article 4 information at the start of services
This office complaints procedure has been made public. Before entering into the contract for services, the lawyer informs the client that the office has an office complaints procedure and that this applies to the services.
Mr. R.C. van den Berg has in the contract of assignment and through the general conditions to which independent party or body a complaint that has not been resolved after handling can be submitted in order to obtain a binding decision and has made this known in the order confirmation.
Complaints as referred to in Article 1 of this office complaints procedure that have not been resolved after handling will be submitted to the competent court.
Article 5 internal complaints procedure
If a client approaches the firm with a complaint, the complaint will be forwarded to mr. R.C. van den Berg, who thus acts as a complaints officer.
The complaints officer will inform the person against whom the complaint has been submitted that the complaint has been submitted and will give the complainant and the person against whom the complaint has been made the opportunity to explain the complaint.
The person against whom the complaint has been made will try to find a solution together with the client, whether or not after the intervention of the complaints officer.
The complaints officer will handle the complaint within four weeks of receipt of the complaint or will notify the complainant of any deviation from this period, stating the reasons, stating the period within which an opinion will be given on the complaint.
The complaints officer will inform the complainant and the person against 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 the person against whom the complaint has been made will sign the verdict on the merits of the complaint.
Article 6 confidentiality and free complaint handling
The complaints officer and the person who is the subject of the complaint in handling the complaint observe secrecy.
The complainant does not owe any compensation for the costs of handling the complaint.
Article 7 Responsibilities
The complaints officer is responsible for the timely handling of the complaint.
The person against whom the complaint has been made will keep the complaints officer informed about 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.
Article 8 complaint registration
The complaints officer registers the complaint, including the subject of the complaint.