Office complaints scheme Employment Injury Lawyers

Article 1 definitions

In this office complaint scheme, the following definitions apply:

complaint: Any written expression of dissatisfaction by or on behalf of the client towards the lawyer or the persons working under his responsibility regarding the conclusion and execution of an agreement for services, the quality of the services provided or the amount of the fee, not being a complaint as referred to in section 4 of the Lawyers Act;
complainant: the client or his/her representative making a complaint;
complaints officer: the lawyer in charge of handling the complaint;

Article 2 scope of application

This office complaint procedure applies to any contract of engagement between Arbeidsletsel Advocaten and the client.
Each lawyer of Arbeidsletsel Advocaten shall ensure complaint handling in accordance with the office complaints procedure.

Article 3 objectives

The purpose of this office complaint scheme is to:
a. establishing a procedure to deal constructively with client complaints within a reasonable time;
b. establishing a procedure to determine the causes of client complaints;
c. maintaining and improving existing relationships through proper complaint handling;
d. train staff in client-centred response to complaints;
e. improving service quality with complaint handling and complaint analysis.

Article 4 information at start of service

This office complaint scheme has been made public. Before entering into the contract of engagement, the lawyer informs the client that the firm has an office complaints procedure and that it applies to the services provided.
Labour Injury Lawyers, through its terms and conditions included to which independent party or body a complaint that has not been resolved after treatment can be submitted to obtain a binding decision and made this known in the engagement letter.
Complaints as referred to in Article 1 of these office complaint regulations that are not resolved after treatment will be submitted to court, unless the parties in joint consultation choose to submit the complaint to the Disputes Committee for the Legal Profession.

Article 5 internal complaint procedure

If a client approaches the firm with a complaint, the complaint will be forwarded to H.P. Kamerbeek, who thereby acts as complaints officer.
The complaints officer shall notify the person complained about of the filing of the complaint and give the complainant and the person complained about an opportunity to explain the complaint.
The person about whom a complaint has been made tries to reach a solution together with the client, whether or not after the intervention of the complaints officer.
The complaints officer shall settle the complaint within four weeks of receiving the complaint or notify the complainant of any deviation from this deadline, stating the time limit within which an opinion on the complaint will be given.
The complaints officer shall notify the complainant and the person complained against in writing of the opinion on the merits of the complaint, whether or not accompanied by recommendations.
If the complaint is settled satisfactorily, the complainant, the complaints officer and the person complained against sign the judgment on the merits of the complaint.

Article 6 confidentiality and free complaint handling

The complaints officer and the person complained about shall observe confidentiality in handling complaints.
The complainant is not liable to pay any compensation for the costs of handling the complaint.

Article 7 responsibilities

The complaints officer is responsible for the timely resolution of the complaint.
The person complained about will keep the complaints officer informed about any contact and a possible solution.
The complaints officer will keep the complainant informed about the handling of the complaint.
The complaints officer maintains the complaint file.