Office Complaints Procedure for Arbeidsadvocaat.nl B.V.

For the purposes of this office complaints procedure, the following terms shall have the following meanings:

Complaint: any written expression of dissatisfaction by or on behalf of the client directed at the attorney or persons working under the attorney’s supervision regarding the formation and performance of an engagement agreement, the quality of the services provided, or the amount of the bill, provided that it is not a complaint as referred to in Section 4 of the Lawyers Act (disciplinary proceedings).

Complainant: the client or the client’s representative who files a complaint.

Complaints Officer: the person—other than the attorney against whom the complaint is directed—who is responsible for handling the complaint.

Article 2: Scope of Application

This office complaints procedure applies to every contract for services between Arbeidsadvocaat.nl B.V. and the client.

Every attorney at Arbeidsadvocaat.nl B.V. handles complaints in accordance with the firm’s complaints procedure.

Article 3: Objectives

The purpose of this office complaints procedure is:

• establishing a procedure for handling client complaints constructively within a reasonable time frame;
• establishing a procedure to determine the causes of client complaints;
• maintaining and improving existing relationships through effective complaint handling;
• to train employees to respond to complaints in a client-centered manner;
• improving the quality of service through complaint handling and complaint analysis.

Article 4: Informing the Client

The attorney at Arbeidsadvocaat.nl B.V. informs the client that the firm follows this complaints procedure.
The general terms and conditions used by Arbeidsadvocaat.nl B.V. refer to this complaints procedure.
The attorney at Arbeidsadvocaat.nl B.V. informs the client that it is possible to submit unresolvable issues to the competent court.

Article 5: Admissibility

A complaint will not be considered if it is not filed within three months of the time when the client became aware of, or could reasonably have become aware of, the act or omission that gave rise to the complaint.

Article 6: Internal Complaint Procedure

If a client contacts the firm with a complaint, the complaint is forwarded to the complaints officer.

The complaints officer notifies the person against whom the complaint was filed that a complaint has been filed and gives both the complainant and the person against whom the complaint was filed the opportunity to provide an explanation regarding the complaint.

• The person against whom the complaint was filed will work with the client to reach a resolution, with or without the involvement of the complaints officer.
• The complaints officer will resolve the complaint within four weeks of receiving it or, if this deadline cannot be met, will notify the complainant of the reason for the delay and specify the deadline by which a decision on the complaint will be issued.
• The complaints officer will notify the complainant and the person against whom the complaint was filed in writing of the determination regarding the merits of the complaint, with or without recommendations.
• Once the complaint has been resolved, this will be documented in writing by the complainant, the complaints officer, and the person against whom the complaint was filed.

Article 7: Confidentiality and Complaints Handling at No Cost

• The complaints officer and the person against whom the complaint was filed shall maintain confidentiality during the complaint process.
• The complainant is not required to pay any fees for the costs associated with handling the complaint.

Article 8: Responsibilities

• The complaints officer is responsible for handling the complaint in a timely manner.
• The person against whom the complaint was filed will keep the complaints officer informed of any contact and a possible resolution.
• The complaints officer keeps the complainant informed about the progress of the complaint.
• The complaints officer maintains the complaint file.

Article 9: Complaint Registration

• The complaints officer records the complaint, including the subject of the complaint.
• A complaint can be categorized under multiple topics.
• The complaints officer periodically reports on the handling of complaints and makes recommendations to prevent new complaints and to improve procedures.
• At least once a year, the reports and recommendations are discussed at the office and submitted for a decision.