Complaints procedure

Complaints procedure

Complaints procedure Fennek Advocaten

1. Complaint

In this complaints procedure the following terms have the following meanings:

  • complaint: any written expression of dissatisfaction on the part of or on behalf of the client towards the lawyer or the persons liable under him about the formation and performance of an assignment agreement, the quality of the service or the amount of the invoice, not a complaint such as referred to in section 4 of the Advocatenwet;
  • complainant: the client or his representative who submits a complaint;
  • complaints officer: the lawyer charged with handling the complaint.

2. Scope

  1. This complaints procedure applies to every agreement for services between Fennek advocaten (“Fennek”) and the client.
  2. Fennek is responsible for handling complaints in accordance with this complaints procedure.

3. Objectives

The objectives of the complaints procedure are:

  • Establishing a procedure for constructively handling complaints from clients within a reasonable period of time.
  • Establishing a procedure to determine the causes of complaints from clients.
  • Maintaining and improving existing relationships by means of proper complaints handling.
  • Train employees to respond to complaints in a client-oriented manner.
  • Improve the quality of the service by means of complaint handling and complaint analysis.

4. Information at the start of Services

  1. This complaints procedure has been published on www.fennek.nl. Before entering into the assignment agreement, the client points out that the office has a complaints procedure for attorney and that this applies to the services.
  2. Complaints as referred to in Article 1 of this office complaints procedure that are not resolved after handling will be submitted to the court in Amsterdam.

5. Complaints procedure

  1. If a client approaches the office with a complaint, the complaint will be passed on to mr. Lisa Jie Sam Foek, who thus acts as complaints officer. In the event of a conflict of interest, Fennek can, if necessary, appoint a further complaints officer.
  2. The complaints officer will inform the person against whom the complaint has been lodged of the submission of the complaint and will give the complainant and the person against whom the complaint has been made the opportunity to explain the complaint.
  3. The person who is the subject of the complaint tries to reach a solution together with the client, whether or not after the intervention of the complaints officer.
  4. The complaints officer will deal with the complaint within four weeks of receipt of the complaint or will inform the complainant about a deviation from this term, stating reasons, stating the term within which an opinion will be given on the complaint.
  5. The complaints officer will inform the complainant and the person against whom the complaint has been made in writing of the opinion on the validity of the complaint, whether or not accompanied by recommendations.
  6. If the complaint has been handled satisfactorily, the complainant, the complaints officer and the person who is the subject of the complaint sign the opinion on the validity of the complaint.
  7. Only complaints formulated in the Dutch language will be handled. Complaints are also handled exclusively in the Dutch language.

6. Confidentiality and Free Treatment

  1.  The complaints officer and the attorney who are the subject of the complaint will observe confidentiality in the handling of complaints.
  2.  The client does not owe any compensation for the costs of handling the complaint.

7. Responsibilities

  1. The complaints officer is responsible for handling and handling complaints.
  2. The person against whom the complaint is made will keep the complaints officer informed about any contact and a possible solution.
  3. The complaints officer will keep the client informed of the handling of the complaint.
  4. The complaints officer keeps the complaints file up to date.

8. Complaints registration

  1. The complaints officer registers the complaint, specifying the subject of the complaint.
  2. A complaint can be divided into several subjects.
  3. The complaints officer periodically reports on the handling of the complaints and makes recommendations to prevent new complaints and to improve procedures.
  4. At least once a year, the reports and recommendations are discussed at the office and submitted for decision-making