Office complaints procedure

We continuously strive to improve our services. In the unlikely event that you are dissatisfied, we would like to hear from you. You can make any complaints known via mail@vandijkadvocaten.nl. We strive to handle your complaint constructively within a reasonable period of time in accordance with these regulations.

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1. Definitions

In this office complaints procedure, the following definitions apply:

Lawyer: the lawyer associated with VANDIJK lawyers or the person who works under the responsibility of the lawyer concerned;

Client: the purchaser, whether or not represented, of the services of VANDIJK lawyers;

Office Complaints Procedure: this procedure in which the steps for handling Complaints from Clients of VANDIJK lawyers as referred to in the Regulation on the Legal Profession;

Complaint: 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 execution of a contract for services, the quality of the service or the amount of the invoice, not being a complaint as referred to in section 4 of the Lawyers Act;

Complainant: the client or his representative who makes a complaint known;

Complaints officer: the lawyer charged with handling the complaint, being mr. M.S. van Dijk;

2. Scope of Application

  1. The Office Complaints Procedure applies to every agreement for services between VANDIJK lawyers and the Client, performed by a Lawyer.
  2. Every lawyer of VANDIJK lawyers is responsible for handling complaints in accordance with the Office Complaints Procedure.

3. Objectives

The purpose of this Office Complaints Procedure is:

  1. establishing a procedure to handle complaints from clients in a constructive manner within a reasonable period of time;
  2. establishing a procedure to determine the causes of client complaints;
  3. maintaining and improving existing relationships through good complaints handling;
  4. train employees in customer-oriented response to complaints;
  5. improving the quality of service with the help of complaint handling and complaint analysis.

4. Information at the start of the service

  1. This Office Complaints Procedure is part of the general terms and conditions of VANDIJK lawyers and has been made public at vandijkadvocaten.nl. Before entering into the assignment agreement, VANDIJK lawyers point out to the Client that the general terms and conditions apply to the services provided by means of an assignment confirmation.
  2. Complaints as referred to in Article 1 of this Office Complaints Procedure that have not been resolved after handling will only be submitted to the competent court in Rotterdam.

5. Filing a complaint

  1. The Client submits the Complaint within three months after the moment at which the Client became aware or could reasonably have become aware of the Lawyer’s act or omission that gives rise to the Complaint.
  2. If a Complaint is submitted after the expiry of the aforementioned period of three months, the Complaints Officer may decide not to handle the Complaint. In that case, the Complaints Officer will inform the Client in writing as soon as possible after receipt of the Complaint about whether or not the Complaint will be handled.
  3. The Client must submit the Complaint to VANDIJK advocaten by e-mail to mail@vandijkadvocaten.nl for the attention of Mr. M.S. van Dijk. In doing so, the Client shall provide at least the following information:
    1. the name and address details of the Client;
    2. the name of the Attorney against whom the Complaint is directed;
    3. a description of the actions or omissions of the Lawyer or the invoice that gave rise to the Complaint;
    4. the file number to which the Complaint relates;
    5. the statement that the Complaint must be handled via the Office Complaints Procedure; and
    6. the date of submission of the Complaint and signature.
  4. If the Complaint does not meet the requirements as stated in Article 3.2, the Complaints Officer will inform the Client about this after receipt of the Complaint. In that case, the Client will be given the opportunity to provide the missing information, failing which the Complaints Officer will not process the Complaint. In the latter case, the Complaints Officer will inform the Client by e-mail about the failure to process the Complaint.
  5. After receiving a complete Complaint, the Complaints Officer will send a confirmation of receipt thereof to the Client. The Client also receives the contact details of the Complaints Officer and information about the further course of the procedure in accordance with the Office Complaints Procedure.

6. Internal complaint procedure

  1. If a client approaches the office with a Complaint, the Complaint will be forwarded to mr. M.S. van Dijk, who thus acts as Complaints Officer.
  2. The Complaints Officer will inform the Lawyer about whom the Complaint has been filed of the submission of the Complaint and will give the Complainant and the person against whom the Complaint is made the opportunity to explain the Complaint.
  3. The Lawyer about whom the complaint has been lodged tries to reach a solution together with the Client, whether or not after the intervention of the Complaints Officer.
  4. The Complaints Officer strives to complete the Complaint within four weeks of receipt of the Complaint or informs the Complainant, stating the reasons, of any deviation from this term, stating the term within which a judgment on the Complaint will be given.
  5. The Complaints Officer will inform the Complainant and the Lawyer about whom the Complaint has been lodged by letter of the opinion on the merits of the Complaint, whether or not accompanied by recommendations.
  6. If the Complaint has been satisfactorily resolved, the Complainant, the Complaints Officer and the person against whom the Complaint is made will sign the judgment on the merits of the Complaint.
  7. A Complaint will be treated with the greatest possible care and confidentiality.

7. Confidentiality and free complaint handling

  1. The Complaints Officer, the Complainant and the Lawyer about whom the complaint has been made will observe confidentiality when handling the complaint.
  2. The Complainant does not owe any compensation for the costs of handling the Complaint.

8. Responsibilities

  1. The Complaints Officer is responsible for the timely handling of the Complaint.
  2. The Lawyer about whom the complaint has been lodged will keep the Complaints Officer informed about any contact and a possible solution.
  3. The Complaints Officer will keep the Complainant informed about the handling of the Complaint.
  4. The Complaints Officer keeps a complaint file.

9. Responsibilities

  1. The Complaints Officer registers the Complaint with the subject of the complaint. A Complaint can be divided into several subjects.
  2. In order to further improve the service to our clients, to prevent similar complaints and to improve our procedures, the manner of handling submitted complaints and all recommendations made by complaints officers will be discussed periodically within VANDIJK lawyers.

10. Other

VANDIJK lawyers will act in accordance with this Complaints Procedure, unless in its opinion this is not in reasonable proportion to the purposes to be served by this Complaints Procedure in the given circumstances.