Arbeidsadvocaat.nl

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Complaints Procedure

Office complaints procedure Arbeidsadvocaat.nl B.V.

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 lawyer or the persons working under his responsibility regarding the conclusion and execution of a contract for services, the quality of the services provided or the amount of the fee, not being a complaint as referred to in paragraph 4 of the Lawyers Act (disciplinary proceedings).

Complainant: the client or client's representative making a complaint.

Complaints Officer: the person, other than the attorney against whom the complaint is directed, who is charged with handling the complaint.

Article 2 scope of application

These office complaint regulations apply to every agreement of assignment between Arbeidsadvocaat.nl B.V. and the client.

Every lawyer of Arbeidsadvocaat.nl B.V. takes care of complaint handling in accordance with the office complaints procedure.

Article 3 objectives

The purpose of this office complaint policy is to:

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

Article 4 informing the client

The lawyer at Arbeidsadvocaat.nl B.V. will inform the client that the firm operates this complaint procedure.

The general terms and conditions used by Arbeidsadvocaat.nl B.V. refer to this complaints procedure.

The lawyer of Arbeidsadvocaat.nl B.V. informs the client that there is the possibility of submitting insoluble problems to the competent court.

Article 5 admissibility

A complaint will not be considered if it is not filed within a period of three months from the time the client became aware or could reasonably have become aware of the act or omission giving rise to the complaint.

Article 6 internal complaint procedure

If a client approaches the office with a complaint, the complaint will be directed to the complaints officer. The complaints officer will notify the person complained about of the filing of the complaint and will give the complainant and the person complained about an opportunity to explain the complaint.

  • 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.
  • The Complaints Officer shall settle the complaint within four weeks of receiving the complaint or notify the complainant of any deviation from this deadline with reasons, stating the deadline by which an opinion on the complaint will be issued.
  • 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.
  • If the complaint is settled, this will be recorded in writing between the complainant, the complaint officer and the person complained about.

Article 7 confidentiality and free complaint handling

  • The complaints officer and the person complained about shall observe confidentiality in handling the complaint.
  • The complainant shall not be liable for the cost of processing the complaint.

Article 8 responsibilities

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

Article 9 complaint registration

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