VAN DEN BROEK ADVOCATEN / HIPPISCHADVOCAAT.NL OFFICE COMPLAINTS POLICY
Article 1 – Definitions
1.1 In this Office Complaints Policy the following definitions apply:
- Complaint: any written expression of dissatisfaction by or on behalf of the client against the attorney or any person working under his responsibility regarding the engagement and the execution thereof, the quality of services rendered or the amount of the invoice, not being a complaint as referred to in paragraph 4 of the Law on Attorneys (Advocatenwet);
- Complainant: the client or its representative filing a Complaint;
- Complaints Officer: the attorney in charge of handling the Complaint.
Article 2 – Applicability
1. This Office Complaints Policy applies to every engagement between Van den Broek Advocaten and the client.
2. Each Van den Broek Advocaten attorney takes care of the handling of Complaints in accordance with this Office Complaints Policy.
Article 3 – Goals
This Office Complaints Policy aims to:
a) record a procedure for handling of Complaints made by Complainant within a reasonable period and in a constructive manner;
b) record a procedure in order to determine the causes of the Complaints;
c) continue and improve the existing relationships by means of a sound Complaints handling procedure;
d) train partners and employees to respond to Complaints in a client oriented manner;
e) improve the quality of services rendered by means of the handling and analysis of Complaints.
Article 4 – Information at commencement of services
1. This Office Complaints Policy has been made public. The attorney informs the client prior to commencement of its services on this Office Complaints Policy and the applicability thereof to the services that are to be rendered.
2. Van den Broek Advocaten has included in its Terms and Conditions by means of a reference to the Van den Broek Advocaten website at which independent party or agency a Complaint, which despite handling has not been resolved, can be filed in order to obtain a binding ruling. Van den Broek Advocaten has notified the client hereof together with its engagement letter.
3. Complaints as referred to in Article 1 of these office complaint regulations that are not resolved after treatment shall be submitted exclusively to the District Court of Midden-Nederland, location Utrecht.
Article 5 – Internal Complaints procedure
1. If a client approaches the firm with a complaint, this complaint will be forwarded to Mr. R.P. van den Broek, who thereby acts as complaints officer.
2. The Complaints Officer shall notify the person about whom a Complaint has been filed of the filing of such Complaint and offers the Complainant and the person about whom a Complaint has been filed the opportunity to further explain or respond to this Complaint.
3. The person about whom a Complaint has been filed shall try to find a solution together with the Complainant, with or without intervention by the Complaints Officer.
4. The Complaints Officer handles the Complaint within four weeks after receipt thereof or informs the Complainant of a different estimated handling period, stating the reasons for such delay.
5. The Complaints Officer informs the Complainant and the person about whom a Complaint has been filed in writing of his judgment on the merits of the Complaint and may provide recommendations.
6. If the Complaint has been dealt with satisfactorily, the Complainant, the person about whom a Complaint has been filed as well as the Complaints Officer shall sign this judgment on the merits of the Complaint.
Article 6 – Confidentiality and Complaints handling free of charge
1. The Complaints Officer and the person about whom a Complaint has been filed shall treat all information received during the handling of the Complaint as confidential.
2. No fee will be applicable for the handling of a Complaint.
Article 7 – Responsibilities
1. The Complaints Officer is responsible for the timely handling of the Complaint.
2. The person about whom a Complaint has been filed informs the Complaints Officer on any contact with the Complainant and a possible solution.
3. The Complaints Officer informs the Complainant on the handling of the Complaint.
4. The Complaints Officer keeps record of the Complaint.
Article 8 – Registration of the Complaint
1. The Complaint Officers registers the Complaint and the subject of the Complaint.
2. A Complaint can be divided into several subjects.
3. The Complaints Officer regularly reports on the handling of Complaints and makes recommendations for preventing new Complaints and for improvement of the Complaint handling procedures.
4. At least once per year the reports and recommendations shall be discussed at the Van den Broek Advocaten offices and be submitted for decision-making
Hippisch advocaat
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Kromme Nieuwegracht 11
3512 HC UTRECHT
+ 31 (0) 30 20 83 057
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