complaints procedure (version January, 1 2021)

Article 1 – definitions

  • complaint: any written expression of dissatisfaction by or on behalf of the client towards the lawyer or the persons working under his responsibility with respect to the conclusion and the execution of an agreement of assignment, the quality of the services or the amount of the bill, not being a complaint as meant in paragraph 4 of the 'Advocatenwet' (Lawyers Act);
  • complainant: the client or his representative who makes a complaint;
  • complaints officer: the lawyer in charge of handling the complaint.

Article 2 - scope of application

This complaints procedure applies to every agreement of assignment between VriezenLegal and the client.

VriezenLegal shall arrange for complaints to be handled in accordance with the complaints procedure.

Article 3 - objectives

The purpose of this complaints procedure is:

  • establishing a procedure to constructively deal with client complaints within a reasonable time;
  • establishing a procedure to identify the causes of client complaints;
  • maintaining and improving existing relationships through proper complaint handling;
  • train staff in client-focused responses to complaints;
  • improving the quality of service through complaint handling and analysis.

Article 4 - information at the start of the service

This complaints procedure has been made public. Before entering into the agreement of assignment, the lawyer points out to the client that the office has a regulation on complaints and that it is applicable to the services provided.

VriezenLegal has included in the agreement of assignment to which independent body a complaint, that has not been resolved after handling, can be submitted to obtain a binding decision and has made this known in the order confirmation.

Complaints as referred to in Article 1 of these complaints regulations that have not been resolved after treatment shall be submitted to the District Court of Midden-Nederland.

Article 5 - internal complaint procedure

If a client approaches the office with a complaint, the complaint will be forwarded to mr. R.J. Vriezen, who thus acts as complaint officer.

The complaints officer shall notify the person complained about of the filing of the complaint and give the complainant and the person complained about the opportunity to explain the complaint.

The person about whom a complaint has been made will try to find a solution together with the client, whether or not after intervention by the complaints officer.

The complaints officer will deal with the complaint within four weeks of receiving it, or will notify the complainant of any deviation from this term, stating the term within which an opinion on the complaint will be given.

The complaints officer will notify the complainant and the person complained about in writing of the opinion on the validity 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 about whom the complaint has been made sign the opinion on the validity of the complaint.

Article 6 - confidentiality and free complaint handling

The complaints officer and the person complained about shall maintain confidentiality during the handling of the complaint.

The complainant shall not be liable for payment of the costs of handling the complaint.

Article 7 - responsibilities

The complaints officer is responsible for the timely handling of the complaint.

The person complained about keeps the complaints officer informed about any contact and a possible solution.

The complaints officer keeps the complainant informed about the handling of the complaint.

The complaints officer keeps the complaint file up to date.

Article 8 - registration of complaints

The complaints officer registers the complaint and the subject of the complaint.

A complaint can be divided into several subjects.