Complaints procedure of Van de Ven Advocatuur en Mediation (“Van de Ven AM”)

 

Complaints as a result of the execution of work

Complaints must be submitted to Van de Ven AM in writing. Formally, a complaint is any written expression of dissatisfaction by or on behalf of the client towards the lawyer or the persons working under his responsibility about the conclusion and performance of a contract for services, the quality of the services or the amount of the invoice, not being a complaint as referred to in Section 4 of the Dutch Counsel Act. Complaints can, however, also be recorded by Van de Ven AM as such, without a client formally submitting a complaint. Therefore, Van de Ven AM must be alert to complaints. The contents of any complaints are discussed with the lawyer handling it.

This office complaints procedure describes the complaints procedure that must be followed by clients for serious complaints in order to guarantee the prompt and careful handling thereof.

Concepts

complaint

every expression of dissatisfaction, verbally or in writing, submitted by the client or his representative

complainant

the client or his representative making the complaint

complaints officer

an employee designated by the office who is charged with the registration, handling and analysis of complaints made

Objective

The objective of the Office Complaints Regulations is

1. establishing a procedure to constructively respond to customer complaints within the shortest possible time;
2. establishing a procedure to determine the causes of client complaints;
3. maintaining and improving existing customer relations by means of proper complaints handling;
4.  training employees in preparing a client-oriented response to complaints;
5. improving the quality of services by means of complaint handling and complaint analysis.

Method

The lawyer;

1. points out to the client during the intake interview that the firm participates in the Complaints and Dispute Settlement Scheme for the Legal Profession and refers to the general terms and conditions in which this participation has been laid down;
2. informs the client that a brochure about the Complaints and Dispute Settlement Scheme for the Legal Profession can be made available upon request and also gives the client a brief explanation of the scheme;
3. informs the client that a copy of the Complaints and Dispute Settlement Scheme for the Legal Profession can be requested from the relevant body (GCA) at Postbus 90600 The Hague.
4. announces that the firm undertakes to handle and resolve any complaints in writing, within four weeks.

Internal procedure

If a client contacts the office with a complaint, the complaint will be forwarded to Mr M.M.C. van de Ven, who will act as the complaints officer.

The complaints officer informs the alleged perpetrator of the fact that a complaint has been made and gives the complainant and the alleged perpetrator the opportunity to respond to the complaint in the form of an explanation.

The alleged perpetrator will try to find a solution together with the client, with or without the intervention of the complaints officer.

The complaints officer will deal with the complaint within four weeks of receiving the complaint or notifies the complainant of any deviation from this period supported with reasons, stating the period within which an opinion on the complaint will be given instead.

The complaints officer informs the complainant and the alleged perpetrator of the opinion on the merits of the complaint in writing, whether or not accompanied by recommendations.

If the complaint has been dealt with satisfactorily, the complainant, the complaints officer and the alleged perpetrator will sign the opinion on the merits of the complaint.

Confidentiality and complaint handling without charge

• The complaints officer and the alleged perpetrator will observe confidentiality during the handling of the complaint.
• The complainant does not owe any fees for the costs of handling the complaint.

Responsibilities

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

Complaint registration

• The complaints officer registers the complaint and the subject of the complaint.
• A complaint can be divided into several subjects.