Complaints procedure Skanderova Advocaat
Article 1. Definitions
In this complaints procedure the following definitions shall apply:
complaint: any written expression of dissatisfaction by or on behalf of the client against Skanderova Advocaat or persons working under her responsibility regarding the development and execution of a professional services agreement, the quality of the service provided, or the amount of the invoice, not being a complaint as referred to in paragraph 4 of the Dutch Counsel Act;
complainer: the client or its representative making a complaint;
complaints officer: the attorney in charge of handling the complaint.
Article 2. Application range
2.1. This complaints procedure is applicable to any professional services agreement between Skanderova Advocaat and the client.
2.2. Skanderova Advocaat shall be responsible for the handling of complaints in accordance with the complaints procedure.
Article 3. Objectives
The purpose of this complaints procedure is:
a. to have a procedure for the handling of client complaints within a reasonable time and in a constructive way;
b. to have a procedure for determining the causes of client complaints;
c. to maintain and improve existing relationships through a proper handling of complaints;
d. to train employees in client-oriented response to complaints and
e. to improve the quality of the services with the help of the handling and analysis of complaints.
Article 4. Information at the start of the services
4.1. The complaints procedure is made public. Before entering into a professional services agreement Skanderova Advocaat shall point out to the client that the office has a complaints procedure and that it is applicable to her services.
4.2. In her general terms and conditions Skanderova Advocaat has specified the independent party or authority to which a complaint may be submitted that has not been resolved after being handled in order to obtain a binding decision and has expressed this in the professional services agreement.
4.3. All and any complaints as referred to in Article 1 of this complaints procedure that have not been resolved after being handled shall be submitted to the competent court in the Dutch court district Oost-Brabant.
Article 5. Internal complaints procedure
5.1. If a client approaches the office with a complaint the complaint shall be forwarded to the with Skanderova Advocaat associated complaints officer.
5.2. The complaints officer shall inform the person against whom the complaint is addressed that a complaint has been filed in and shall give the complainer as well as the person against whom the complaint is addressed the opportunity to provide an explanation in regard of the complaint.
5.3. The person against whom the complaint is addressed shall make an effort to come to a solution with the client, with or without the intervention of the complaints officer.
5.4. The complaints officer shall handle the complaint within 4 (four) weeks after receipt of the complaint or inform the complainer about deviating from this period providing an explanation about it and stating the period within which an opinion on the comlaint will be given.
5.5. The complaints officer shall inform the complainer as well as the person against whom the complaint is addressed in writing of the judgement regarding the justification of the complaint, with or without making recommendations.
5.6. If the complaint has been handled satisfactorily, the complainer, the complaints officer and the person against whom the complaint is addressed shall sign the judgement regarding the justification of the complaint.
Article 6. Confidentiality and free of charge handling of complaints
6.1. The complaints officer and the person against whom the complaint is addressed shall observe secrecy in handling the complaint.
6.2. The complaining person shall not owe any compensation for the costs of handling the complaint.
Article 7. Responsibilities
7.1. The complaints officer is responsible for a timely handling of the complaint.
7.2. The person against whom the complaint is addressed shall keep the complaints officer informed with regard to any contact between parties and a possible solution.
7.3. The complaints officer shall keep the complainer informed about the handling of the complaint.
7.4. The complaints officer shall keep track of the complaint file.
Article 8. Complaint registration
8.1. The complaints officer shall register the complaint stating the complaint subject.
8.2. A complaint may be divided in multiple topics.
8.3. The complaints officer shall periodically report regarding the handling of complaints and makes (if applicable) recommendations on how to prevent new complaints, as well as on how to improve procedures.
8.4. At least once per year the reports and recommendations shall be discussed at the office and shall be submitted for a decision.