COMPLAINTS PROCEDURE De Bok Roijers Gasseling Advocaten
Article 1 definitions
The terms used in this complaints procedure are defined as follows:
- complaint: any written expression of dissatisfaction by or on behalf of a client to an attorney or person acting under the responsibility of an attorney concerning the creation or performance of a contract for services, the quality of the service, or the amount of an invoice, other than a complaint as defined in section 4 of the Advocates Act;
- complainant: a client or their representative who makes a complaint;
- complaints officer: the attorney responsible for dealing with complaints.
Article 2 scope
- This complaints procedure applies to all contracts for services between De Bok Roijers Gasseling Advocaten and the client.
- Each attorney of De Bok Roijers Gasseling Advocaten is responsible for dealing with complaints in accordance with this complaints procedure.
Article 3 objectives
The purpose of this complaints procedure:
- to set out the procedure for dealing with a client’s complaint within a reasonable period and in a constructive way;
- to set out the procedure for establishing the causes of a client’s complaint;
- to maintain and improve existing relationships through effective handling of complaints;
- to train staff to respond sympathetically to complaints from clients;
- to improve the quality of service by means of dealing with, and analysing, complaints.
Article 4 information supplied prior to performance of contract
- This complaints procedure has been published. The attorney will notify the client prior to performance of the contract for services that the firm has adopted its own complaints procedure and that this complaints procedure applies to this contract. This is done by means of the confirmation of instructions via reference to the relevant general terms and conditions of De Bok Roijers Gasseling Advocaten, in which it is stated that this complaints procedure applies to every contract for service.
- A complaint as defined in Article 1 of this complaints procedure that has not been resolved to the complainant’s satisfaction, may be brought as a dispute exclusively before the Court of Rotterdam, and in the manner stipulated by law.
Article 5 internal complaints procedure
- If a client files a complaint with the firm, the complaint will be forwarded to meesterG.M. Roijers, who is designated as the firm’s complaints officer. In the event of any complaint against meester Roijers himself, meester J.M. de Heer shall act instead as the complaints officer.
- The complaints officer shall inform the person about whom the complaint is made about the making of the complaint and invite the complainant and the person complained against to elaborate on the complaint and respond to the complaint, respectively.
- The person about whom the complaint is made should work with the client to find a solution, whether or not through the mediation of the complaints officer.
- The complaints officer will decide on the complaint within four weeks of receipt of the complaint or explain in writing to the complainant why this will take longer and indicate the time period within which a decision on the complaint can be given.
- The complaints officer will inform the complainant and the person about whom the complaint is made in writing of his decision as to the justification of the complaint, whether or not accompanied by recommendations, within the period referred to in section 4.
- If the complaint is handled to the satisfaction of the complainant, the complainant, the complaints officer, and the person about whom the complaint is made will sign the decision as to the justification of the complaint.
Article 6 confidentiality and no-cost handling of complaint
- The complaints officer and the person about whom the complaint is made will deal with the complaint in confidence.
- The complainant is not liable to make any payment for the handling of their complaint.
Article 7 responsibilities
- The complaints officer is responsible for dealing with the complaint in good time. 2. The person about whom the complaint is made must keep the complaints officer informed of any contact with the complainant and any possible resolution.
- The complaints officer must keep the complainant informed of progress in dealing with the complaint.
- The complaints officer must compile a complaints file.
Article 8 registration of complaints
- The complaints officer must register the complaint and the nature of the complaint.
- A complaint may be divided into several areas of complaint.
- The complaints officer must issue within the firm a periodic report on the handling of complaints and make recommendations to avoid new complaints and to improve procedures.
- At least once per year the reports and recommendations shall be discussed within the firm and, where necessary, submitted for a decision to be taken thereon.