Complaints procedure
The following complaints procedure applies to the services provided by De Boer law firm.
Article 1 Definitions
In this office complaints procedure, the following definitions shall apply: complaint: any written expression of dissatisfaction on the part of or on behalf of the client towards the lawyer or the persons working under his responsibility regarding the formation and execution of an assignment agreement, the quality of service or the amount the statement, not being a complaint as referred to in paragraph 4 of the Lawyers Act, the complainant: the client or his representative who makes a complaint known, complaints officer: the lawyer who is charged with handling the complaint.
Article 2 Scope of application
This office complaints procedure applies to every assignment agreement between De Boer law firm and the client. The lawyer is responsible for handling complaints in accordance with the office complaints procedure.
Article 3 Objectives
The purpose of this complaints procedure is to: establish a procedure to deal with complaints from clients in a constructive manner within a reasonable period of time; by means of proper complaint handling; training employees in responding to complaints in a client-oriented manner; improving the quality of services using complaint handling and complaint analysis.
Article 4 Information at the start of the service
This office complaints procedure has been made public. Before entering into the assignment agreement, the lawyer points out to the client that the firm has an office complaints procedure and that it applies to the service provision. handling has not been resolved can be submitted to obtain a binding decision and has made this known in the order confirmation.
Article 5 Internal complaint procedure
If a client approaches the office with a complaint, the complaint will be forwarded to AJ de Boer, who will act as the complaints officer. about who has been complained have the opportunity to explain the complaint. The person who is the subject of the complaint seeks to find a solution together with the client, whether or not after the intervention of the complaints officer. The complaints officer will deal with the complaint within four weeks of receipt. of the complaint or give reasons to the complainant about deviation from this period, stating the period within which an opinion on the complaint will be given. The complaints officer will inform the complainant and the person who is the subject of the complaint in writing. judgment on the merits 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 who is the subject of the complaint sign the opinion on the merits of the complaint.
Article 6 Confidentiality and free complaint handling
The complaints officer and the person who is the subject of the complaint observe confidentiality when handling complaints. The complainant does not owe any reimbursement for the costs of handling the complaint.
Article 7 Responsibilities
The complaints officer is responsible for the timely handling of the complaint. The person who is the subject of the complaint will keep the complaints officer informed about any contact and a possible solution. The complaints officer will keep the complainant informed about the handling of the complaint. complaint file at.
Article 8 Complaint registration
The complaints officer registers the complaint with the subject of the complaint. A complaint can be divided into several subjects.