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Complaints procedure

This office complaints procedure applies to any engagement agreement between &Co advocaten and the client. If you have a complaint about our services, we will handle it in accordance with the procedure below.

Article 1 – Definitions

In this office complaints procedure, the following is understood:

  • complaintAny written expression of dissatisfaction by or on behalf of the client with the lawyer or persons working under his responsibility regarding the conclusion and execution of an engagement agreement, the quality of the service provided or the amount of the bill, other than a complaint as referred to in paragraph 4 of the Lawyers Act;
  • Complainantthe client or their representative who submits a complaint;
  • Complaints officerthe lawyer who is responsible for handling the complaint.

Article 2 – Scope of application

  1. This office complaints procedure applies to any engagement agreement between &Co advocaten and the client.
  2. Each lawyer at &Co advocaten ensures that complaints are handled in accordance with the office complaints policy.

Article 3 – Objectives

The purpose of this office complaints procedure is to:

  1. establishing a procedure to handle client complaints in a constructive manner within a reasonable timeframe;
  2. establishing a procedure to determine the causes of clients' complaints;
  3. maintenance and improvement of existing relationships through good complaint handling;
  4. train employees in client-oriented responses to complaints;
  5. improvement of the quality of service delivery through complaint handling and complaint analysis.

Article 4 – Information at the beginning of the service

  1. This office complaints policy has been made public. The lawyer points out to the client when entering into the engagement agreement that the office has an office complaints policy and that it applies to the services provided.
  2. &Co advocaten has obtained the General terms and conditions submitted to which independent party or authority a complaint that cannot be resolved after being investigated can be submitted for the purpose of obtaining a binding ruling and has made this known at the time of the order confirmation.
  3. Complaints as referred to in Article 1 of this office complaints policy that are not resolved after being investigated are submitted to the court.

Article 5 – Internal complaint procedure

  1. If a client approaches the office with a complaint, the complaint is forwarded to Mr. D.A. Geerts, who then acts as the complaints officer.
  2. The complaints officer informs the person about whom the complaint has been made of the submission of the complaint and gives the complainant and the person about whom the complaint has been made the opportunity to provide an explanation of the complaint.
  3. The person who has complained attempts to reach a solution together with the client, whether or not with the intervention of the complaints officer.
  4. The complaints officer will handle the complaint within four weeks of receiving it, or, with reasons given, inform the complainant of a deviation from this deadline, indicating the period within which a decision on the complaint will be made.
  5. The complaints officer informs the complainant and the person about whom the complaint has been made in writing of the assessment of the merits of the complaint, accompanied if necessary by recommendations.
  6. If the complaint has been satisfactorily resolved, the complainant, the complaints officer and the person about whom the complaint has been made shall sign the judgment on the merits of the complaint.

Article 6 – Confidentiality and free complaint handling

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

Article 7 – Responsibilities

  1. The complaints officer is responsible for the timely handling of the complaint.
  2. The person who has complained keeps the complaints officer informed about any contact and a possible solution.
  3. The complaints officer keeps the complainant informed about the handling of the complaint.
  4. The complaints officer keeps the complaint file.

Article 8 – Complaint registration

  1. The complaints officer registers the complaint, along with the subject matter of the complaint.
  2. A complaint can be divided into several topics.

Version December 2023.