Article 1. Complaint
In this complaints procedure “complaint” means: any written expression of dissatisfaction by or on behalf of the client against the attorney or a person working under a attorney’s responsibility concerning the creation and implementation of a contract for services, the quality of services or the amount of the invoice, other than a complaint as referred to in paragraph 4 of the Attorneys Act (Advocatenwet).
Article 2. Scope
- This complaints procedure applies to all contracts of services between Causa Finalis Law Firm, executed by one or more attorneys, and the client.
- Every attorney at Causa Finalis Law Firm will respond to complaints in accordance with this complaints procedure.
Article 3. Purpose
The purpose of this complaints procedure is to: a. establish a procedure for constructively dealing with a client’s complaint within a reasonable period of time; b. establish a procedure for determining the cause of a client’s complaint; c. maintain and improve existing relationships by correctly dealing with complaints; d. train employees to respond to complaints with the client’s needs in mind; e. improve the quality of services.
Article 4. Information at the start of services
This complaints procedure can be viewed on www.causa-finalis.com. Before providing services to a client, the attorney informs the client by means of the General Conditions that Causa Finalis Law Firm has a complaints procedure which applies to the services.
Article 5. Internal procedure
- Every complaint will be passed on to the complaints officer. If the complaint relates to the complaints officer in his role of attorney, the board of Causa Finalis Law Firm will designate replacement.
- The complaints officer informs the attorney who the complaint relates to of the complaint and gives the client and the attorney the opportunity to provide an explanation.
- The attorney tries to find a solution together with the client, before or after the intervention of the complaints officer.
- The complaints officer assesses the complaint within four weeks after he has received the complaint. If this deadline is not met, the complaints officer will inform the client of this and explain the reasons. Also, he will specify a new deadline for assessing the complaint.
- The complaints officer sends a letter to the client and the attorney setting out his view whether the complaint was justified, and he may make recommendations.
- Complaints that have been dealt with but which are not resolved, are submitted to the District Court of Midden-Nederland.
- If the complaint has been satisfactorily resolved, the client will inform the complaints officer accordingly.
Article 6. Confidentiality and no handling fee
- The complaints officer and the attorney who the complaint relates to maintain confidentiality while dealing with the complaint.
- The client does not owe any fee for the handling of the complaint.
Article 7. Duties
- The complaints officer is responsible for the timely resolution of the complaint.
- The attorney who the complaint relates to keeps the complaints officer informed of his or her contacts with the client and of any possible solution.
- The complaints officer keeps the client informed of the handling of the complaint.
- The complaints officer keeps the complaint file up to date.
Article 8. Complaints record
- The complaints officer files the complaint, specifying the subject manner.
- A complaint can be divided into several subject matters.
- The complaints officer periodically reports to the Board on how the complaints have been handled and makes recommendations for preventing new complaints and improving procedures.
- The complaints officer’s reports and measures taken are discussed within Causa Finalis Law Firm at least once a year.