{"id":1926,"date":"2019-05-06T13:01:22","date_gmt":"2019-05-06T12:01:22","guid":{"rendered":"https:\/\/ma-law.nl\/malaw2019\/?page_id=1926"},"modified":"2022-12-30T11:36:08","modified_gmt":"2022-12-30T10:36:08","slug":"office-complaints-procedure-ma-law","status":"publish","type":"page","link":"https:\/\/ma-law.nl\/en\/office-complaints-procedure-ma-law\/","title":{"rendered":"MA law office complaints procedure"},"content":{"rendered":"\n<p><strong>Article 1 Definitions <\/strong><strong><\/strong><\/p>\n\n\n\n<p>In this office complaints procedure, the following terms have the\nfollowing meaning:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>complaint:\nany written expression of dissatisfaction by or on behalf of the client against\nthe lawyer, or against the persons working under the responsibility of the\nlawyer, regarding the conclusion and performance of a professional services\nagreement (<em>overeenkomst van opdracht)<\/em>,\nthe quality of the services, or the amount of the invoice, other than a\ncomplaint as referred to in section 4 of the Counsel Act (<em>Advocatenwet<\/em>); <\/li>\n\n\n\n<li>complainant:\nthe client or the client&#8217;s representative who gives notice of a complaint; <\/li>\n\n\n\n<li>complaints\nofficer: the lawyer who is entrusted with handling the complaint.<\/li>\n<\/ul>\n\n\n\n<p><strong>Article 2 Scope of application <\/strong><strong><\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>This\noffice complaints procedure applies to every professional services agreement between\nMA law and the client. <\/li>\n\n\n\n<li>Every\nlawyer of MA law is responsible for ensuring that complaints are handled in\naccordance with the office complaints procedure. <\/li>\n<\/ol>\n\n\n\n<p><strong>Article 3 Objectives <\/strong><strong><\/strong><\/p>\n\n\n\n<p>This office complaints procedure aims: <\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>to\nestablish a procedure to handle complaints of clients within a reasonable time\nand in a constructive manner; <\/li>\n\n\n\n<li>to\nestablish a procedure to determine the causes of client&#8217;s complaints; <\/li>\n\n\n\n<li>to\npreserve and improve existing relationships by means of proper complaints\nhandling; <\/li>\n\n\n\n<li>to train\nemployees in responding to complaints in a client-focused manner; <\/li>\n\n\n\n<li>to\nimprove the quality of the service provision by means of handling complaints\nand complaints analysis. <\/li>\n<\/ol>\n\n\n\n<p><strong>Article 4 Information\navailable when services commence&nbsp; <\/strong><strong><\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>This\noffice complaints procedure has been made public. Before entering into the professional\nservices agreement, the lawyer will advise the client that the firm has an\noffice complaints procedure which applies to the services assigned. <\/li>\n\n\n\n<li>In the professional\nservices agreement, i.e. in the general terms and conditions, MA law has\nspecified the independent party or institution to which a complaint can be\nsubmitted if it remains unresolved after internal handling in order to obtain a\nbinding decision, and has made this clear upon confirmation of the assignment. <\/li>\n\n\n\n<li>Complaints\nas referred to in Article 1 of this office complaints procedure which have not\nbeen resolved after internal handling will be submitted to the court. <\/li>\n<\/ol>\n\n\n\n<p><strong><br>\n<\/strong><\/p>\n\n\n\n<p><strong>Article 5 Internal complaints procedure <\/strong><strong><\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>If a client contacts the firm with a complaint, this complaint will be forwarded to E. in &#8216;t Veld LL.M. who will then act as complaints officer, unless the complaint relates to E. in &#8216;t Veld LL.M., in which case the complaint will be forwarded to D.C. Dix LL.M. who, in that case, will act as complaints officer.<\/li>\n\n\n\n<li>The\ncomplaints officer notifies the party in relation to whom the complaint has\nbeen submitted of the complaint and gives the complainant and the other party\nan opportunity to clarify the complaint. <\/li>\n\n\n\n<li>The\nparty in relation to whom the complaint has been submitted will try to reach a\nsolution with the client, after or without the intervention of the complaints\nofficer. <\/li>\n\n\n\n<li>The\ncomplaints officer will deal with the complaint within four weeks after its\nreceipt, or will inform the complainant about a deviation from this time limit,\nstating reasons and stating the time limit within which an opinion about the\ncomplaint can be given. <\/li>\n\n\n\n<li>The\ncomplaints officer will give the complainant and the party in relation to whom\nthe complaint has been submitted written notice of the opinion on the merits of\nthe complaint, which may be accompanied by recommendations. <\/li>\n\n\n\n<li>If the\ncomplaint has been satisfactorily settled, the complainant, the complaints\nofficer, and the party in relation to whom the complaint has been submitted\nwill sign the opinion on the merits of the complaint. <\/li>\n<\/ol>\n\n\n\n<p><strong>Article 6 Confidentiality and free complaint\nhandling <\/strong><strong><\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>The\ncomplaints officer and the party in relation to whom the complaint has been\nsubmitted will observe confidentiality during the handling of the complaint. <\/li>\n\n\n\n<li>No costs\nare payable by the complainant for the handling of the complaint. <\/li>\n<\/ol>\n\n\n\n<p><strong>Article 7 Responsibilities <\/strong><strong><\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>The\ncomplaints officer is responsible for settlement of the complaint in good time.\n<\/li>\n\n\n\n<li>The\nparty in relation to whom the complaint has been submitted must keep the\ncomplaints officer informed of any contact and potential solution. <\/li>\n\n\n\n<li>The\ncomplaints officer will update the complainant on progress in terms of handling\nthe complaint. <\/li>\n\n\n\n<li>The\ncomplaints officer keeps the complaint file up to date. <\/li>\n<\/ol>\n\n\n\n<p><strong>Article 8 Complaint registration <\/strong><strong><\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>The\ncomplaints officer registers the complaint and the topic of the complaint. <\/li>\n\n\n\n<li>A\ncomplaint can be classified under several topics. <\/li>\n\n\n\n<li>The\ncomplaints officer issues periodical reports on the handling of complaints and\nmakes recommendations on how to avoid new complaints and improve procedures. <\/li>\n\n\n\n<li>The\nreports and recommendations are to be discussed within the firm at least once\nannually and submitted for decisions to be made.<\/li>\n<\/ol>\n\n\n\n<p class=\"has-text-align-center\">***<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Article 1 Definitions In this office complaints procedure, the following terms have the following meaning: Article 2 Scope of application Article 3 Objectives This office complaints<span class=\"excerpt-hellip\"> [\u2026]<\/span><\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-1926","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - 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