Complaint Procedure

Office Complaint Resolution

Article 1: Definitions
For the purposes of these office complaint regulations, the following definitions shall apply:

• complaint: any written expression of dissatisfaction by or on behalf of the client towards the lawyer or the persons working under his responsibility about the conclusion and execution of a contract of engagement, the quality of 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 his representative who makes a complaint known;
• complaints officer: the lawyer in charge of handling the complaint;

Article 2: scope

1. This office complaints procedure applies to every agreement for services between TRC Advocaten and the client.
2. Each lawyer of TRC Advocaten B.V. shall ensure that complaints are handled in accordance with the office complaints procedure.

Article 3: Objectives
The purpose of this office complaint scheme is:

• establishing a procedure to deal constructively with client complaints within a reasonable period of time;
• establishing a procedure to determine the causes of client complaints;
• maintain and improve existing relationships through proper complaint handling;
• training employees in client-centered response to complaints;
• improve service quality through complaint handling and complaint analysis.

Article 4: information at commencement of service

1. This office complaint procedure has been made public. Before entering into the contract for services, the lawyer informs the client that the firm has an office complaints procedure and that it applies to the services provided.
2. TRC Advocaten B.V. has included in the engagement letter and in the general terms and conditions the independent party or body to which a complaint that is not resolved after treatment may be submitted in order to obtain a binding decision and has made this known in the engagement letter.
3. Complaints as referred to in article 1 of these office complaint regulations that are not resolved after treatment will be submitted to the court (civil court).

Article 5: internal complaint procedure

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1. If a client approaches the firm with a complaint, the complaint will be directed to Ms. G.G.J. van Kooten, the complaints officer.
2. The complaints officer will notify the person who has been complained about of the filing of the complaint and will give the complainant and the person who has been complained about an opportunity to provide an explanation of the complaint.
3. The person who has been complained about will try to reach a solution together with the client whether or not after the intervention of the complaints officer.
4. The complaints officer shall settle the complaint within four weeks after receipt of the complaint or shall notify the complainant, giving reasons, of any deviation from this period, stating the period within which an opinion will be given on the complaint.
5. The complaints officer shall inform 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 complaints officer and the person complained about will sign the judgment on the merits of the complaint.

Article 6: confidentiality and free complaint handling

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1. The complaints officer and the person about whom a complaint has been made shall observe confidentiality in handling the complaint.
2. The complainant shall not be liable for compensation for the costs of handling the complaint.

Article 7: Responsibilities

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1. The complaints officer is responsible for the timely resolution of the complaint.
2. The person complained about keeps the complaint officer informed about any contact and possible resolution.
3. The complaint officer keeps the complainant informed about the resolution of the complaint.
4. The complaints officer maintains the complaint file.

Article 8: complaint registration

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1. The complaint officer records the complaint along with the complaint subject.
2. A complaint may be divided into several topics.
3. The complaints officer reports periodically on the handling of complaints and makes recommendations to prevent new complaints, as well as to improve procedures.
4. At least once a year, the reports and recommendations are discussed at the office and submitted for decision-making.