Article 1. Definitions

In this office complaint procedure, the following terms shall have the following meanings:

  • Complaint: any written expression of dissatisfaction by or on behalf of the client toward the attorney or
    the persons working under his responsibility about the conclusion and execution of an agreement for services, the quality of the services or the amount of the fee, not being a complaint as referred to in section 4 of the Lawyers Act;
  • Complainant: the client or client's representative making a complaint;
  • Complaint Officer: the attorney charged with handling the complaint;
  • Complaint Procedure: the procedure used at the office for handling complaints.
  • Complaint Procedure: this document, being the written representation of the complaint procedure used at the firm.
  • Complaint registration form: a form to be used internally to implement the procedure laid down in the complaint procedure

Article 2. Scope of application

  1. This office complaint procedure applies to every agreement of assignment between Weening Strafrechtadvocaten B.V. and the client.
  2. Each lawyer of Weening Strafrechtadvocaten B.V. takes care of complaint handling in accordance with the office complaints procedure.

Article 3. Objectives

The purpose of this office complaint policy is to:

  1. Establishing a procedure to constructively resolve client complaints within a reasonable time frame;
  2. Establishing a procedure to determine the causes of client complaints;
  3. Maintain and improve existing relationships through proper complaint handling;
  4. Train employees in client-centered response to complaints;
  5. Improve service quality with complaint handling and complaint analysis.

Article 4. Information at commencement of service

  1. This office complaint procedure has been made public. Prior to entering into the engagement agreement, the attorney shall inform the client that the firm has an office complaint procedure and that it applies to the services provided.
  2. Weening Strafrechtadvocaten B.V. has included via the general terms and conditions to which independent party or body a complaint that has not been resolved after treatment can be submitted to obtain a binding decision and has made this known in the order confirmation.
  3. Complaints as referred to in Article 1 of these office complaint regulations that are not resolved after treatment shall be submitted to the Limburg District Court, Maastricht location, subject to mandatory provisions on jurisdiction.
  4. If the complainant is of the opinion that a lawyer of Weening Strafrechtadvocaten B.V. acts or has acted in violation of the Rules of Conduct applicable to lawyers, the complainant may, if the process described below in article 5 does not lead to a solution, submit the complaint to the authorized Dean of the Bar Association.

Article 5. Internal complaint procedure

  1. If a client approaches the firm with a complaint, the complaint will be directed to Mrs. F.A.G.M. Landerloo, who thus acts as a complaint officer.
  2. The complaints officer shall notify the person complained about of the filing of the complaint and shall give the complainant and the person complained about an opportunity to explain
    the complaint.
  3. The person about whom a complaint has been made attempts to reach a solution with the client whether or not after
    intervention of the complaints officer.
  4. The complaints officer shall settle the complaint within four weeks of receiving the complaint or shall notify the complainant of any deviation from this deadline with reasons, stating the period within which an opinion on the complaint will be given.
  5. The complaints officer shall notify the complainant and the person complained about in writing of the opinion on the merits of the complaint, whether or not accompanied by recommendations.
  6. If the complaint is settled satisfactorily, the complainant, the complaint officer and the person complained about sign the judgment on the merits of the complaint.

Article 6. Confidentiality and free complaint handling

  1. The complaints officer and the person complained about shall observe confidentiality in handling the complaint.
  2. The complainant shall not be liable for the cost of handling the complaint.

Article 7. Responsibilities

  1. The lawyer involved and then the complaint officer is responsible for the timely resolution of the complaint.
  2. The person complained about will keep the complaint officer informed about any contact and possible resolution.
  3. The complaint officer is responsible for ensuring that the complaint registration form is completed in full.
  4. The complaint officer will keep the complainant informed about the resolution of the complaint.
  5. The complaint officer will provide a response to the complainant.
  6. The complaint officer maintains the complaint file.

Article 8. Complaint registration

  1. All complaints are recorded according to the complaint registration form
  2. The complaint officer records and classifies the complaint
  3. The complaint is classified:
    1. By way of submission as:
      1. oral;
      2. in writing.
    2. By nature of complaint according to the categories below:
      1. complaints about methods of/handling by the lawyer
      2. complaints about legal content of service provision
      3. complaints about financial aspects of service delivery
      4. complaints about practice in general
  4. A complaint can be classified into several classes.
  5. If the complaint is satisfactorily resolved, the lawyer involved and the Complaint Officer sign the Complaint Registration Form.
  6. The complaints officer shall make periodic oral reports on the handling of complaints and make recommendations to prevent new complaints, as well as to improve procedures.

Article 9. Preventive action

  1. Based on the annual analysis of the complaints officer, the office decides on the preventive measures to be taken to improve the quality of service.
  2. The actions to be taken are presented jointly with the analysis in the office meeting.
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