Complaints procedure

OFFICE COMPLAINTS PROCEDURE OF DIEPEN VAN DER KROEF ADVOCATEN ( 1 JANUARY 2024)

1.OBJECTIVES

From Deepen Van der Kroef Advocaten strives to provide high-quality service. In the unlikely event that you are dissatisfied with the services provided, Van Diepen will resolve Van der Kroef Advocaten that would like to be resolved as best as possible, by using this office complaints procedure to arrive at a suitable solution. A complaint will be handled with the utmost care. This office complaints procedure aims to:

• Establishing a procedure to handle client complaints within a reasonable time and in a constructive manner;
• Establishing a procedure to determine the causes of client complaints;
• Maintaining and improving existing relationships through good complaint handling;
• To train employees in responding to complaints in a client-oriented manner;
• Improving the quality of service through complaint handling and complaint analysis.

2.DEFINITIONS

In these office complaints regulations the following terms are understood to mean:

Lawyer : the to Van Diepen Van der Kroef Advocaten connected lawyer or the person working under the responsibility of the person concerned lawyer ;

Client: the purchaser, whether or not represented, of the services of Van Diepen Van der Kroef Advocaten ;

Office Complaints Regulation: the present regulation setting out the procedure for handling complaints from clients of Van Diepen Van der Kroef Advocaten as referred to in the Bar Association Regulations;

Complaint: any written expression of dissatisfaction by or on behalf of the client about:

• The method of/the treatment by the lawyer or the persons working under his responsibility;
• Legal and substantive aspects of the services provided;
• Financial aspects of the service provision.

Complainant: the client or his/her representative who makes a complaint known;

Complaints Officer: the lawyer who is responsible for handling the complaint, namely Mr. E. Keuvelaar, lawyer |partner, working at the Utrecht office.

3.SCOPE OF APPLICATION

The office complaints procedure applies to every contract of assignment between Van Diepen Van der Kroef Advocaten and the client, performed by a lawyer . Every lawyer from Van Diepen Van der Kroef Advocaten is responsible for handling complaints in accordance with these office complaints regulations.

This office complaints procedure is part of the general terms and conditions of Van Diepen Van der Kroef Advocaten and has been made public on vandiepen.com/kantoorklachtenregeling . Van Diepen Van der Kroef Advocaten Before entering into the contract, the client is informed by means of an order confirmation that the general terms and conditions apply to the services provided.

4. SUBMITTING A COMPLAINT

 4.1 The complainant must submit the complaint by e-mail to klacht@vandiepen.com and provide at least the following information:

• The name and address details of the complainant;
• The name of the lawyer against whom the complaint is directed;
• A description of the complaint;
• The file number to which the complaint relates;
• The statement that the complaint should be handled via the office complaints procedure.

4.2 If the complaint does not meet the requirements as stated in article 4.1, the complaints officer will inform the complainant of this after receipt of the complaint. In that case, the complainant will be given the opportunity to provide the missing information, failing which the complaints officer will not process the complaint. In the latter case, the complaints officer will inform the complainant by e-mail that the complaint will not be processed.

4.3 After receiving a complete complaint, the complaints officer will send an acknowledgement of receipt to the complainant, including the contact details of the complaints officer.

5.COMPLAINT HANDLING

The handling of the complaint starts after the complainant has submitted a complete complaint and the confirmation of receipt has been sent by the complaints officer.

• The complaints officer will lawyer informs the person against whom the complaint has been made of the complaint and gives that person the opportunity to provide an explanation or at least a response to the complaint filed;
• The complaints officer informs the complainant and the lawyer who has been complained about and is informed of the decision on the validity of the complaint, whether or not accompanied by recommendations;
• The complaints officer will aim to complete the complaint within four weeks of receipt of the complaint or will notify the complainant of any deviation from this term, stating reasons and stating the term within which a decision on the complaint will be made;
• If the complaint has been dealt with satisfactorily, the complainant, the complaints officer and the person against whom the complaint has been made shall sign the judgment on the possible validity of the complaint and any solution reached;
• The complaints officer, the complainant and the lawyer those who have been complained about must maintain confidentiality when handling the complaint;
• The complainant is not liable for any compensation for the costs of handling the complaint;
• To avoid misunderstandings, during the handling of the complaint the complainant has no deferral of payment. Any outstanding invoices must be paid by the complainant within the given payment term(s).

Complaints as referred to in these office complaints regulations that have not been resolved after handling as described in Article 5 will be submitted by our office to the Court in Amsterdam .