Firm’s complaints procedure of Van Poppel Croonen Attorneys B.V.
Article 1 – definition of terms
In this firm’s complaints procedure the following terms have the following meaning:
a. complaint: any written expression of discontent made by or on behalf of the client
with regard to the lawyer or the persons who perform work under the lawyer’s
responsibility concerning the conclusion and the performance of a contract for
professional services, the quality of the provision of services or the amount of the
fee statement, that does not constitute a complaint within the meaning of Section
4 of the Counsel Act;
b. complaining party: the client or the client’s representative who submits a
complaint;
c. complaints officer: the lawyer charged with handling the complaint.
Article 2 – scope of application
1. This firm’s complaints procedure applies to each contract for professional services
between Van Poppel Croonen Attorneys B.V. and the client.
2. Each lawyer of Van Poppel Croonen Attorneys B.V. will ensure that a
complaint is handled in accordance with the firm’s complaints procedure.
Article 3 – objectives
The objectives of this firm’s complaints procedure are:
a. to establish a procedure for handling complaints of clients in a constructive
manner within a reasonable period;
b. to set out a procedure for determining the causes of complaints of clients;
c. to preserve and improve existing relationships by means of proper complaint
handling;
d. to train employees to respond to complaints in a client-oriented manner;
e. to improve the quality of the provision of services with the help of complaint
handling and analysis.
Article 4 – information on commencement of the provision of services
1. This firm’s complaints procedure has been published. Prior to the conclusion of
the contract for professional services the lawyer will inform the client that the firm
has a firm’s complaints procedure and that it applies to the provision of services.
2. In the contract for professional services Van Poppel Croonen Attorneys
B.V. has specified to which independent party or organisation a complaint that has
not been resolved after being handled can be submitted in order to acquire a
binding decision and it has stated this when the assignment was confirmed.
3. Complaints as referred to in article 1 of this firm’s complaints procedure that have
not been resolved after being handled will be submitted to the Midden-Nederland
District Court, Utrecht location.
Article 5 – internal complaints procedure
1. If a client approaches the firm with a complaint, the complaint will be referred to J.
Croonen, who acts as complaints officer.
2. The complaints officer will inform the person in respect of whom a complaint has
been made of the submission of the complaint and will give the complaining party
and the person in respect of whom a complaint has been made the opportunity to
comment on the complaint.
3. The person in respect of whom a complaint has been made will attempt to reach a
resolution together with the client, with or without the intervention of the
complaints officer.
4. The complaints officer will handle the complaint within four weeks of receipt of the
complaint or will inform the complaining party, giving reasons, that this term will be
deviated from, stating the term within which an opinion about the complaint will be
given.
5. The complaints officer will inform the complaining party and the person in respect
of whom a complaint has been made in writing of the opinion on the merits of the
complaint, together with recommendations, as the case may be.
6. If the complaint has been handled satisfactorily, the complaining party, the
complaints officer and the person in respect of whom a complaint has been made
will sign the opinion on the merits of the complaint.
Article 6 – confidentiality and free-of-charge handling of complaints
1. The complaints officer and the person in respect of whom a complaint has been
made will observe confidentiality in respect of the complaint handling.
2. The complaining party does not owe any compensation for the costs of the
handling of the complaint.
Article 7 – responsibilities
1. The complaints officer is responsible for the timely handling of the complaint.
2. The person in respect of whom a complaint has been made will keep the
complaints officer informed of any contact and a possible resolution.
3. The complaints officer will keep the complaining party informed of the handling of
the complaint.
4. The complaints officer will keep the complaint file up to date.
Article 8 – complaint registration
1. The complaints officer will register the complaint, specifying the subject matter of
the complaint.
2. A complaint may be classified under multiple subject matters.
3. The complaints officer will periodically report on the handling of the complaints
and will make recommendations for the prevention of new complaints, as well as
for the improvement of procedures.
4. At least once a year the reports and the recommendations will be discussed at the
firm and presented for decision-making.