{"id":120,"date":"2022-03-02T13:53:52","date_gmt":"2022-03-02T13:53:52","guid":{"rendered":"https:\/\/www.lenaadvocaten.nl\/en\/?page_id=120"},"modified":"2023-02-09T10:22:34","modified_gmt":"2023-02-09T09:22:34","slug":"klachtenregeling","status":"publish","type":"page","link":"https:\/\/www.lenaadvocaten.nl\/en\/klachtenregeling\/","title":{"rendered":"Complaints procedure"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row][vc_column][vc_column_text]<\/p>\n<h1>Office Complaints Procedure<\/h1>\n<p>Office complaints procedure L&amp;A Advocaten B.V. belonging to article 6.28 of the Regulation on the Legal Profession.<\/p>\n<p><strong>Office Complaints Procedure L&amp;A Advocaten B.V.<\/strong><\/p>\n<p><strong>Article 1 Definitions<\/strong><\/p>\n<p>In this office complaint scheme, the following definitions shall apply:<\/p>\n<ul>\n<li>complaint: any written expression of dissatisfaction by or on behalf of the client towards the<br \/>\nlawyer or the persons working under his responsibility regarding the conclusion and execution<br \/>\nof an agreement for services, the quality of the services provided or the amount of the fee, not<br \/>\nbeing a complaint as referred to in paragraph 4 of the Lawyers Act;<\/li>\n<li>complainant: the client or the client&#8217;s representative who makes a complaint known;<\/li>\n<li>complaints officer: the lawyer in charge of handling the complaint;<\/li>\n<\/ul>\n<p><strong>Article 2 scope of application<\/strong><\/p>\n<ol>\n<li>These office complaint regulations apply to every contract of engagement between<br \/>\nL&amp;A Advocaten B.V. and the client.<\/li>\n<li>Each lawyer of L&amp;A Advocaten B.V. shall ensure complaint handling in accordance with<br \/>\nthe office complaints procedure.<\/li>\n<\/ol>\n<p><strong>Article 3 objectives<\/strong><\/p>\n<p>The purpose of this office complaint scheme is to:<\/p>\n<ol>\n<li>establishing a procedure to deal constructively with client complaints within a reasonable<br \/>\nperiod of time;<\/li>\n<li>establishing a procedure to identify the causes of client complaints;<\/li>\n<li>maintaining and improving existing relationships through proper complaint handling;<\/li>\n<li>train staff in client-centred response to complaints;<\/li>\n<li>improving service quality through complaint handling and complaint analysis.<\/li>\n<\/ol>\n<p><strong>Article 4 information at start of service<\/strong><\/p>\n<ol>\n<li>This office complaint scheme has been made public. Before entering into the contract of<br \/>\nengagement, the lawyer informs the client that the firm has an office complaints<br \/>\nprocedure and that it applies to the services provided.<\/li>\n<li>L&amp;A Advocaten B.V. has included through its general terms and conditions the independent<br \/>\nparty or body to which a complaint that is not resolved after treatment can be submitted to<br \/>\nobtain a binding decision and has made this known at the time of the engagement<br \/>\nconfirmation.<\/li>\n<li>Complaints as referred to in Article 1 of these office complaints regulations that are not<br \/>\nresolved after being dealt with will be submitted to the Haarlem District Court.<\/li>\n<\/ol>\n<p><strong>Article 5 internal complaint procedure<\/strong><\/p>\n<ol>\n<li>If a client approaches the firm with a complaint, the complaint will be directed to Ms F.L.<br \/>\nde Jong, who thus acts as complaints officer.<\/li>\n<li>The complaints officer shall notify the person complained about of the filing of the complaint<br \/>\nand give the complainant and the person complained about an opportunity to explain the<br \/>\ncomplaint.<\/li>\n<li>The person about whom a complaint has been made tries to reach a solution together<br \/>\nwith the client, whether or not after the intervention of the complaints officer.<\/li>\n<li>The complaints officer shall settle the complaint within four weeks of receiving the complaint<br \/>\nor notify the complainant of any deviation from this deadline, stating the time limit within<br \/>\nwhich an opinion on the complaint will be given.<\/li>\n<li>The complaints officer shall notify the complainant and the person complained against<br \/>\nin writing of the opinion on the merits of the complaint, whether or not accompanied by<br \/>\nrecommendations.<\/li>\n<li>If the complaint is dealt with satisfactorily, the complainant, the complaints officer and the<br \/>\nperson complained about sign the judgment on the merits of the complaint.<\/li>\n<\/ol>\n<p><strong>Article 6 confidentiality and free complaint handling<\/strong><\/p>\n<ol>\n<li>The complaints officer and the person complained about shall observe confidentiality in<br \/>\nhandling complaints.<\/li>\n<li>The complainant is not liable to pay any compensation for the costs of handling the complaint.<\/li>\n<\/ol>\n<p><strong>Artikel 7 responsibilities<\/strong><\/p>\n<ol>\n<li>The complaints officer is responsible for the timely resolution of the complaint.<\/li>\n<li>The person complained about will keep the complaints officer informed about any<br \/>\ncontact and possible resolution.<\/li>\n<li>The complaints officer will keep the complainant informed about the handling of the complaint.<\/li>\n<li>The complaints officer maintains the complaint file.<\/li>\n<\/ol>\n<p><strong>Article 8 complaint registration<\/strong><\/p>\n<ol>\n<li>The complaints officer will register the complaint along with the complaint subject.<\/li>\n<li>A complaint can be divided into several topics.<\/li>\n<li>The complaints officer reports periodically on the handling of complaints and makes<br \/>\nrecommendations to prevent new complaints, as well as to improve procedures.<\/li>\n<li>At least once a year, reports and recommendations are discussed at the office and<br \/>\nsubmitted for decision-making.<\/li>\n<\/ol>\n<p>[\/vc_column_text][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_row][vc_column][vc_column_text] Office Complaints Procedure Office complaints procedure L&amp;A Advocaten B.V. belonging to article 6.28 of the Regulation on the Legal Profession. Office Complaints Procedure L&amp;A Advocaten B.V. Article 1 Definitions [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-120","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.lenaadvocaten.nl\/en\/wp-json\/wp\/v2\/pages\/120","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.lenaadvocaten.nl\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.lenaadvocaten.nl\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.lenaadvocaten.nl\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.lenaadvocaten.nl\/en\/wp-json\/wp\/v2\/comments?post=120"}],"version-history":[{"count":6,"href":"https:\/\/www.lenaadvocaten.nl\/en\/wp-json\/wp\/v2\/pages\/120\/revisions"}],"predecessor-version":[{"id":3727,"href":"https:\/\/www.lenaadvocaten.nl\/en\/wp-json\/wp\/v2\/pages\/120\/revisions\/3727"}],"wp:attachment":[{"href":"https:\/\/www.lenaadvocaten.nl\/en\/wp-json\/wp\/v2\/media?parent=120"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}