Office Complaints Procedure

Office complaints procedure L&A Advocaten B.V. belonging to article 6.28 of the Regulation on the Legal Profession.

Office Complaints Procedure L&A Advocaten B.V.

Article 1 Definitions

In this office complaint scheme, 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 regarding the conclusion and execution
  of an agreement for services, the quality of the services provided or the amount of the fee, not
  being a complaint as referred to in paragraph 4 of the Lawyers Act;
• complainant: the client or the client's representative who makes a complaint known;
• complaints officer: the lawyer in charge of handling the complaint;

Article 2 scope of application

1. These office complaint regulations apply to every contract of engagement between
   L&A Advocaten B.V. and the client.
2. Each lawyer of L&A Advocaten B.V. shall ensure complaint handling in accordance with
   the office complaints procedure.

Article 3 objectives

The purpose of this office complaint scheme is to:

1. establishing a procedure to deal constructively with client complaints within a reasonable
   period of time;
2. establishing a procedure to identify the causes of client complaints;
3. maintaining and improving existing relationships through proper complaint handling;
4. train staff in client-centred response to complaints;
5. improving service quality through complaint handling and complaint analysis.

Article 4 information at start of service

1. This office complaint scheme has been made public. Before entering into the contract of
   engagement, the lawyer informs the client that the firm has an office complaints
   procedure and that it applies to the services provided.
2. L&A Advocaten B.V. has included through its general terms and conditions the independent
   party or body to which a complaint that is not resolved after treatment can be submitted to
   obtain a binding decision and has made this known at the time of the engagement
   confirmation.
3. Complaints as referred to in Article 1 of these office complaints regulations that are not
   resolved after being dealt with will be submitted to the Haarlem District Court.

Article 5 internal complaint procedure

1. If a client approaches the firm with a complaint, the complaint will be directed to Ms F.L.
   de Jong, who thus acts as complaints officer.
2. The complaints officer shall notify the person complained about of the filing of the complaint
   and give the complainant and the person complained about an opportunity to explain the
   complaint.
3. The person about whom a complaint has been made tries 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 of receiving the complaint
   or notify the complainant of any deviation from this deadline, stating the time limit within
   which an opinion on the complaint will be given.
5. The complaints officer shall notify the complainant and the person complained against
   in writing of the opinion on the merits of the complaint, whether or not accompanied by
   recommendations.
6. If the complaint is dealt with satisfactorily, the complainant, the complaints 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 complaints.
2. The complainant is not liable to pay any compensation for the costs of handling the complaint.

Artikel 7 responsibilities

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

Article 8 complaint registration

1. The complaints officer will register the complaint along with the complaint subject.
2. A complaint can 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, reports and recommendations are discussed at the office and
   submitted for decision-making.