Article 1 – Complaint
In this complaints procedure “Complaint” means any dissatisfaction with an attorney or a person working under an attorney’s responsibility, expressed in writing by or on behalf of a client and concerning how a request for services (“Services“) has been dealt with, the quality of Services, or the amount invoiced, other than a Complaint as referred to in article 4 Attorneys Act (Advocatenwet).
Article 2 – Scope
- This Complaints procedure applies to all Services provided to the client by one or more attorneys at MAAK Advocaten (“MAAK“).
- Every attorney at MAAK will respond to Complaints in accordance with this Complaints procedure.
Article 3 – Purpose
The purpose of this Complaints procedure is to:
- establish a procedure for constructively dealing with a client’s Complaint within a reasonable period of time;
- establish a procedure for determining the cause of a client’s Complaint;
- maintain and improve existing relationships by correctly dealing with Complaints;
- train employees to respond to Complaints with the client’s needs in mind;
- improve the quality of services.
Article 4 – Information at the start of Services
- This Complaints procedure can be viewed on www.maakadvocaten.nl. Before providing Services to a client, the attorney informs the client that MAAK has a complaints procedure which applies to the Services.
- Complaints that have been dealt with but not resolved are submitted to the District Court of Amsterdam, the Netherlands.
Article 5 – Procedure
- Every Complaint will be discussed with the client in order to settle the dispute.
- If the client and the attorney involved do not reach a settlement, the dispute will be passed on to the appointed external Complaint Officer, Mr. R. van Wieringhen-Borski (Van Diepen Van der Kroef Attorneys. E: firstname.lastname@example.org).
- The Complaints officer informs the attorney who the Complaint relates to of the Complaint and gives the client and the attorney the opportunity to provide an explanation.
- The attorney tries to find a solution together with the client, also after the Complaints officer’s intervention.
- The Complaints officer assesses the Complaint within 4 weeks after he has received the Complaint. If this deadline is not met, the Complaints officer will inform the client of this and explain the reasons; he will also specify a new deadline for assessing the Complaint.
- The Complaints officer sends a letter to the client and the attorney setting out his view whether the Complaint was justified, and he may make recommendations.
- If the Complaint has been satisfactorily resolved, the client, the Complaints officer and the attorney concerned sign the letter.
Article 6 – Confidentiality and no handling fee
- The Complaints officer and the attorney who the Complaint relates to maintain confidentiality while dealing with the Complaint.
- The client does not owe any fee for the handling of the Complaint.
Article 7 – Duties
- The Complaints officer is responsible for the timely resolution of the Complaint.
- The attorney who the Complaint relates to keeps the Complaints officer informed of his/her contacts with the client and of any possible solution.
- The Complaints officer keeps the client informed of the handling of the Complaint. The Complaints officer keeps the Complaint file up to date.
Artikel 8 – Klachtenregistratie
- The Complaints officer files the Complaint, specifying the subject matter.
- A Complaint can be divided into several subject matters.
- The Complaints officer periodically reports on how the Complaints have been handled and makes recommendations for preventing new Complaints and improving procedures.
- At least once a year, the Complaints officer’s reports and recommendations are discussed and submitted for decision – making within MAAK.