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Complaints Procedure

Article 1. Definitions

In this office complaints procedure, the following terms are defined as:

  • Complaint: any written expression of dissatisfaction by or on behalf of the client towards the lawyer or
    persons working under their responsibility regarding the establishment and execution of a service agreement, the quality of service, or the amount of the invoice, not being a complaint as referred to in paragraph 4 of the Lawyers Act;
  • Complainant: the client or their representative who makes a complaint known;
  • Complaints Officer: the lawyer who is responsible for handling the complaint;
  • Complaints Procedure: the procedure used at the office for handling complaints.
  • Complaints Regulation: this document, being the written representation of the complaints procedure used at the office.
  • Complaint Registration Form: an internal form used to implement the procedure laid down in the complaints regulation

Article 2. Scope of Application

  1. This office complaints procedure applies to every service agreement between Weening Strafrechtadvocaten B.V. and the client.
  2. Every lawyer at Weening Strafrechtadvocaten B.V. ensures complaint handling in accordance with the office complaints procedure.

Article 3. Objectives

This office complaints procedure aims to:

  1. Establish a procedure to handle client complaints constructively within a reasonable timeframe;
  2. Establish a procedure to determine the causes of client complaints;
  3. Maintain and improve existing relationships through proper complaint handling;
  4. Train employees in client-oriented response to complaints;
  5. Improve the quality of service through complaint handling and complaint analysis.

Article 4. Information at the Start of Service

  1. This office complaints procedure is publicly available. The lawyer informs the client before entering into the service agreement that the office has a complaints procedure and that it applies to the services provided.
  2. Weening Strafrechtadvocaten B.V. has included in its general terms and conditions which independent party or body a complaint that remains unresolved after handling can be submitted to for a binding decision, and has made this known in the confirmation of assignment.
  3. Complaints as referred to in Article 1 of this office complaints procedure that remain unresolved after handling will be submitted to the Limburg Court, Maastricht location, subject to mandatory provisions regarding jurisdiction.
  4. If the complainant believes that a lawyer of Weening Strafrechtadvocaten B.V. acts or has acted in violation of the Code of Conduct for lawyers, the complainant may, if the process described in Article 5 below does not lead to a solution, submit the complaint to the competent Dean of the Bar Association.

Article 5. Internal Complaint Procedure

  1. If a client approaches the office with a complaint, the complaint is forwarded to Ms. F.A.G.M. Landerloo , who then acts as the complaints officer.
  2. The complaints officer informs the person complained about of the submission of the complaint and gives the complainant and the person complained about the opportunity to provide an explanation of
    the complaint.
  3. The person complained about attempts to reach a solution with the client, with or without
    the intervention of the complaints officer.
  4. The complaints officer handles the complaint within four weeks of receiving the complaint or informs the complainant with reasons for any deviation from this period, stating the period within which an opinion on the complaint will be given.
  5. The complaints officer informs the complainant and the person complained about in writing of the opinion on the validity of the complaint, possibly accompanied by recommendations.
  6. If the complaint has been handled satisfactorily, the complainant, the complaints officer, and the person complained about sign the opinion on the validity of the complaint.

Article 6. Confidentiality and Free Complaint Handling

  1. The complaints officer and the person complained about maintain confidentiality during the complaint handling.
  2. The complainant is not charged for the costs of handling the complaint.

Article 7. Responsibilities

  1. The involved lawyer and subsequently the complaints officer are responsible for the timely handling of the complaint.
  2. The person complained about keeps the complaints officer informed about any contact and a possible solution.
  3. The complaints officer is responsible for fully completing the complaint registration form.
  4. The complaints officer keeps the complainant informed about the handling of the complaint.
  5. The complaints officer ensures a response to the complainant.
  6. The complaints officer maintains the complaint file.

Article 8. Complaint Registration

  1. All complaints are registered using the complaint registration form
  2. The complaints officer registers and classifies the complaint
  3. The complaint is classified:
    1. by method of submission as:
      1. verbal;
      2. written.
    2. by nature of the complaint according to the following categories:
      1. complaints about the lawyer’s working method/treatment
      2. complaints about legal-substantive aspects of the service
      3. complaints about financial aspects of the service
      4. complaints about general practice management
  4. A complaint can be classified into multiple categories.
  5. If the complaint has been handled satisfactorily, the involved lawyer and the complaints officer sign the Complaint Registration Form.
  6. The complaints officer periodically reports verbally on the handling of complaints and makes recommendations to prevent new complaints, as well as to improve procedures.

Article 9. Preventive Action

  1. Based on the annual analysis by the complaints officer, the office decides on preventive measures to be taken to improve the quality of service.
  2. The measures to be taken are presented together with the analysis in the office meeting.
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