Article 1. Definitions
For the purpose of this complaints procedure, the following definitions apply:
- Complaint: Every written expression of dissatisfaction of or on behalf of the client against the attorney who provided the services in question and to (the) individual(s) for whose work the attorney is responsible. A complaint may pertain to the effectuation and performance of the agreement entered into, the quality of the services or the invoiced amount, not being a complaint as mentioned in paragraph 4 of the Act of Advocates (Advocatenwet);
- Complainant: the client or his representative who express his complaint;
- Complaints officer: the attorney responsible for the handling of complaints.
Article 2. Complaints procedure
- The complaint must be filed within three months following the moment the acts or omissions giving rise to your complaints came to your attention or could reasonably have come to your attention. A complaint can be filed in writing either sent to the office address of ADVOCURA or via firstname.lastname@example.org.
- The complaints officer will allow both you as complainant and the person about whom you complained to give a statement regarding the complaint.
- Together with you, the person about whom you complained will try to find a solution, whether or not through the intermediary of the complaints officer.
- Within one month following the receipt of your complaint, the complaints officer will settle the complaint or will inform both you and the person about who you complained about the term in which he or she will provide you with an evaluation of the validity of your complain, stating reasons.
- The complaints officer will inform both you and the person about whom you complained in writing about the evaluation of the validity of the complaint, stating reasons and including recommendations if relevant.
- When the complaint is settles satisfactorily, both you as complainant, the person about whom you complained and the complaints officer will sign the evaluation of the validity of the complaint.
Article 3. Various
- As a complainant you do not owe any fees for the costs of handling your complaint.
- If you feel the complaints procedure has not led to a satisfactory result, you may file a complaint with the competent judge of the Amsterdam District Court. In addition, you may file a complaint with the Dean of the Amsterdam Bar Association.