• Article 1 definitions

  In this office complaints procedure the following definitions apply:

  Complaint: every written statement of dissatisfaction of or on behalf of the client towards the lawyer or the persons working under his responsibility about the realization and execution of an agreement of assignment, the quality of the service or the amount of the invoice, not being a complaint as referred to in paragraph 4 of the Advocatenwet;
  Complainant: the client or his representative who makes a complaint;
  Complaints officer: the lawyer who is responsible for handling the complaint;

• Article 2 scope of application

  1. This office complaints procedure applies to every assignment agreement between DFLS Legal & Tax and the client.
  2. DFLS Legal & Tax is responsible for handling complaints in accordance with the office complaints procedure.

• Article 3 objectives

  This office complaints procedure is aimed at:

  a. Establishing a procedure to handle complaints from clients in a constructive manner within a reasonable period of time;
  b. to establish a procedure to determine the causes of complaints from clients;
  c. maintaining and improving existing relationships through good complaint handling;
  d. train employees in client-oriented response to complaints;
  e. improvement of the quality of services with the help of complaint handling and
  f. complaint analysis.

• Article 4 information at the start of service

  1. This office complaints procedure has been made public. Before entering into the contract for services, the lawyer informs the client that the firm is using an office complaints procedure and that this applies to the service provision.
  2. DFLS Legal & Tax has included in the general terms and conditions to which independent party or body a complaint that has not been resolved after handling can be submitted in order to obtain a binding decision and has made this known in the order confirmation.
  3. Complaints as referred to in article 1 of this office complaints procedure, which have not been resolved after treatment will be submitted to the court.

• Article 5 internal complaint procedure

  1. If a client approaches the office with a complaint, the complaint will be forwarded to Mr. P.J. Fresacher, who acts as a complaints officer.
  2. The complaints officer informs the person about whom the complaint has been made of the filing of the complaint and gives the complainant and the person against whom the complaint is made an opportunity to explain the complaint.
  3. The person about whom the complaint has been made will try to find a solution together with the client, with or without the intervention of the complaints officer.
  4. The complaints officer will handle the complaint within four weeks of receipt of the complaint or will inform the complainant about deviating from this period, stating the reasons for the decision on the complaint.
  5. The complaints officer informs the complainant and the person about whom the complaint is made in writing of the opinion on the validity of the complaint, whether or not accompanied by recommendations.
  6. If the complaint has been handled satisfactorily, the complainant, the complaints officer and the person who is the subject of the complaint sign the judgment on the merits of the complaint.

Amsterdam, February 2015