Article 1 Definitions
In this office complaints procedure shall apply:
- complaint means any written expression of dissatisfaction by or on behalf of the client against the lawyer or under the responsibility of persons working on the creation and implementation of a contract for professional services, quality of service or the amount of the invoice, other than a complaint as referred to in paragraph 4 of the Lawyer’s Law (“Advocatenwet”)
- complainant: the client or his representative which shall make a complaint;
- complaints officer, the lawyer in charge of the handling of the complaint;
Article 2 Scope
- This office complaints procedure is applicable to any contract between Viotta and the client.
- Each lawyer of Viotta is responsible for complaints handling in accordance with the office complaints procedure.
Article 3 Goals
The office complaints procedure aims to:
- establishment of a procedure to handle customer complaints within a reasonable time and in a constructive way;
- defining a procedure to determine the causes of possible complaints from clients;
- maintaining and improving existing relationships through good handling of complaints;
- staff training on responding to complaints from clients;
- improve the quality of services by complaint analysis.
Article 4 Information when starting legal services
- This office complaints procedure is publicly available. The lawyer addresses the procedure to the client, before entering into a contract of assignment that the agency has an office complaints procedure and that this applies to the services.
- In its terms and conditions Viotta refers to an independent party or agency where clients can obtain a binding ruling, when the complaint is not resolved through the office complaints procedure;
- Complaints referred to in Article 1 of this office complaint procedure that are not resolved can be submitted to the district court.
Article 5 internal complaints procedure
- If a client approaches the office with a complaint, the complaint is forwarded to D. de Waard, which thus acts as a complaints officer.
- The complaints officer shall inform the person against whom a complaint was filed and informs the complainant that he or she is allowed to substantiate the complaint.
- The person against whom a complaint was filed attempts to find a solution, with the client and with or without the intervention of the complaints officer.
- The complaints officer handles the complaint within four weeks after receipt of the complaint or notifies with reason a postponement of the period, indicating a term of judgment about the complaint.
- The complaints officer will inform the complainant and the person against whom a complaint was filed, in writing, about the judgment on the merits of the complaint, whether or not including recommendations.
- If the complaint has been satisfactorily dealt with, the complainant, the complaints officer and the person against whom a complaint was filed, sign the judgment.
Article 6 Confidentiality and charges
- The complaints officer and the person against whom a complaint was filed keep professional secrecy.
- The complainant will not be charged for costs of the complaint procedure.
Article 7 Responsibilities
- The complaints officer is responsible for a timely handling of the complaint.
- The person against whom a complaint was filed informs the complaints officer about any progress towards a possible solution.
- The complaints officer keeps the complainant informed about the handling of the complaint.
- The complaints officer keeps a complaint file.
Article 8 complaint registration
- The complaints officer registers the complaint and the subject regarding.
- A complaint can behold several subjects.
- The complaints officer shall report regularly on the outcome of the procedure and present recommendations to prevent new complaints, and to improve procedures.
- At least once a year the reports and recommendations will be discussed at the office and submitted for approval.