Office Complaints Procedure

Office Complaints Procedure RRV Advocaten

Article 1 Definitions In 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 towards the lawyer or those working under their responsibility concerning the establishment and execution of a contract for professional services, the quality of the services rendered, or the amount of the invoice, excluding complaints as meant in section 4 of the Advocates Act;
• Complainant: the client or their representative who lodges a complaint;
• Complaints Officer: the lawyer responsible for handling the complaint.

Article 2 Scope

1. This office complaints procedure applies to every contract for professional services between any lawyer of RRV Advocaten and the client.
2. Every lawyer of RRV Advocaten shall ensure complaint handling in accordance with the office complaints procedure.

Article 3 Objectives This office complaints procedure aims to:

1. establish a procedure to handle complaints from clients in a reasonable timeframe and in a constructive manner;
2. identify the causes of complaints from clients;
3. preserve and improve existing relationships through effective complaints handling;
4. train employees to respond to complaints in a client-oriented manner;
5. enhance the quality of the services provided through complaint handling and analysis.

Article 4 Information at the start of the engagement

1. This office complaints procedure is made public. Before entering into the contract for professional services, the lawyer shall inform the client that the office has an office complaints procedure in place and that it applies to the services provided.
2. RRV Advocaten has specified in the general terms and conditions the independent party or body with which a complaint that remains unresolved after handling can be submitted for a binding decision, and this has been communicated in the letter of engagement.
3. Complaints as meant in article 1 of this office complaints procedure that remain unresolved after handling shall be submitted to the competent court.

Article 5 Internal Complaint Procedure

1. If a client approaches the office with a complaint, the complaint shall be forwarded to Mr. Peter P. Ramdihal, who acts as the Complaints Officer. If a client has a complaint about Mr. Peter P. Klokkers, Mr. N. Velthorst acts as the Complaints Officer.
2. The Complaints Officer shall inform the person about whom the complaint has been made of the submission of the complaint and shall give the complainant and the person about whom the complaint has been made the opportunity to provide an explanation regarding the complaint.
3. The person about whom the complaint has been made shall attempt to come to a solution together with the client, with or without the intervention of the Complaints Officer.
4. The Complaints Officer shall handle the complaint within four weeks after receiving the complaint or shall inform the complainant, stating the reasons, of any deviation from this term, including the term within which a decision on the complaint will be given.
5. The Complaints Officer shall inform the complainant and the person about whom the complaint has been made in writing of the judgment on the validity of the complaint, with or without recommendations.
6. If the complaint has been resolved to the satisfaction of the parties, the complainant, the Complaints Officer, and the person about whom the complaint has been made shall sign the judgment on the validity of the complaint.

Article 6 Confidentiality and Free Complaint Handling

1. The Complaints Officer and the person about whom the complaint has been made shall observe confidentiality in the complaint handling process.
2. The complainant shall not owe a fee for the handling of the complaint.

Article 7 Responsibilities

1. The Complaints Officer is responsible for the timely handling of the complaint.
2. The person about whom the complaint has been made shall keep the Complaints Officer informed about any contact and a possible solution.
3. The Complaints Officer shall keep the complainant informed about the handling of the complaint.
4. The Complaints Officer shall maintain the complaint file.

Article 8 Complaint Registration

1. The Complaints Officer shall register the complaint, including the subject of the complaint.
2. A complaint can be categorized under multiple subjects.
3. The Complaints Officer shall periodically report on the handling of complaints and make recommendations to prevent new complaints and improve procedures.
4. At least once a year, the reports and recommendations shall be discussed and presented for decision-making at the office.