Office complaints procedure

 

Model Rohe Office Complaints Scheme (associated with Article 6.28 of the Regulation on the Legal Profession)

ARTIKEL 1 – DEFINITIONS

In this office complaint scheme, the following definitions apply:

  • complaint: any written expression of dissatisfaction by or on behalf of the client towards the lawyer or the persons working under his responsibility regarding the conclusion and execution of a contract of engagement, the quality of the services provided or the amount of the fee, not being a complaint as referred to in section 4 of the Lawyers Act;
  • complainant: the client or his representative making a complaint known;
  • complaints officer: the lawyer charged with handling the complaint;

ARTIKEL 2 – SCOPE OF APPLICATION

  1. This office complaints procedure applies to any contract of engagement between Rohe’s Lawyers and the client.
  2. Rohe shall ensure complaint handling in accordance with the office complaints procedure.

ARTIKEL 3 – OBJECTIVES

In this office complaint procedure the following definitions apply:

  1. to establish a procedure to deal constructively with client complaints within a reasonable period of time;
  2. establishing a procedure to determine the causes of client complaints;
  3. maintaining and improving existing relationships through proper complaint handling;
  4. training staff in client-centred response to complaints;
  5. improving service quality through complaint handling and complaint analysis.

ARTIKEL 4 – INFORMATION AT START OF SERVICE

  1. 1. This office complaint scheme has been made public. Before entering into the contract of engagement, the lawyer informs the client that the firm has an office complaints procedure and that it applies to the services provided.
  2. Rohe has included through the general terms and conditions to which independent party or body a complaint that is not resolved after treatment can be submitted to obtain a binding decision and has made this known in the engagement letter.
  3. Complaints as referred to in Article 1 of these office complaint regulations that are not resolved after treatment shall be submitted to binding opinion.

ARTIKEL 5 – INTERNAL COMPLAINT PROCEDURE

  1. If a client approaches the firm with a complaint, the complaint will be directed to mr. M.F. Hilberdink, who thereby acts as complaints officer.
  2. 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.
  3. The person complained about shall try to reach a solution together with the client, with or without the intervention of the complaints officer.
  4. The complaints officer will resolve the complaint within four weeks of receiving the complaint or will notify the complainant of any deviation from this deadline, stating the reasons, and the deadline within which a decision on the complaint will be made.
  5. The complaints officer shall notify the complainant and the person complained against in writing of the opinion on the merits of the complaint, whether or not accompanied by recommendations.
  6. If the complaint has been settled satisfactorily, the complainant, the complaints officer and the person complained about shall sign the judgment on the merits of the complaint.

ARTIKEL 6 – CONFIDENTIALITY AND FREE HANDLING OF COMPLAINTS

  1. The complaints officer and the person complained about shall observe confidentiality in handling the complaint.
  2. The complainant is not liable to pay any compensation for the costs of handling the complaint.

ARTIKEL 7 – RESPONSIBILITIES

  1. The complaints officer is responsible for the timely resolution of the complaint.
  2. The person complained about shall keep the complaints officer informed about any contact and possible resolution.
  3. The complaints officer shall keep the complainant informed about the resolution of the complaint.
  4. The complaints officer shall maintain the complaint file.

ARTIKEL 8 – COMPLAINTS REGISTRATION

  1. The complaints officer shall register the complaint including the subject of the complaint.
  2. A complaint may be divided into several topics.
  3. The complaints officer shall report periodically on the handling of complaints and make recommendations for the prevention of new complaints and the improvement of procedures.
  4. At least once a year, the reports and recommendations shall be discussed at the office and submitted for decision-making.

©Rohe Advocaten TM
Sarphatistraat 370
1018 GW Amsterdam

www.rohe.nl

secretariaat@rohe.nl
020-7370128

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