COMPLAINTS PROCEDURE

Office complaints procedure BATELAAN

Article 1 definitions
The following definitions apply in this complaints procedure:
– complaint : any written expression of dissatisfaction by or on behalf of the client against the lawyer or the persons working under his responsibility about the creation and implementation
of an assignment agreement, the quality of the service or the amount of the
declaration, not being a complaint as referred to in paragraph 4 of the Attorneys Act;
– complainant : the client or his representative who makes a complaint known;

Article 2 scope of application
1. This office complaints procedure applies to every assignment agreement between
Mr. N.J. Batelaan (hereinafter: “The attorney”) and the client.
2. The attorney is responsible for handling complaints in accordance with the office complaints procedure.

Article 3 objectives
The purpose of this complaints procedure is:
a. establishing a procedure for handling complaints from clients within a reasonable period of time
and in a constructive manner;
b. to establish a procedure to determine the cause of the complaint from the client;
c. maintaining and improving existing relationships through proper complaint handling;
d. train employees in responding to complaints in a client-oriented manner;
e. improving the quality of services through complaint handling and
complaint analysis.

Article 4 information at the start of the service
1. This office complaints procedure has been made public. The attorney informs the client prior to entering into the assignment agreement that the office applies an office complaints procedure and
that it applies to the service.
2. The attorney has included in the assignment agreement to which independent party or agency a complaint that has not been resolved can be submitted to obtain a binding decision and has made this known at the confirmation of the assignment.
3. complaints as referred to in article 1 of this office complaints procedure that are not considered to be resolved can be submitted to the Complaints and Disputes Regulations for the Bar.

Article 5 internal complaints procedure
1. The attorney tries to come to a solution with the client, whether or not after intervention of a complaints officer.
2. The attorney finalizes the complaint within four weeks after receipt of the complaint or
states the reasons to the complainant of a deviation from this period with an indication of the period within which an opinion on the complaint will be given.
3. The attorney informs the complainant and the person who has been complained about in writing
of the opinion on the merits of the complaint, whether or not accompanied by recommendations.
4. If the complaint has been resolved satisfactorily, the complainant and the attorney will sign the judgment on the merits of the complaint.

Article 6 confidentiality and free of charge complaint handling
1. The external complaints committee and the person who is the subject of the complaint shall observe confidentiality.
2. No compensation is due for the complainant regarding the costs of handling the complaint.

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