Complaints
Complaints Procedure DayOne Advocaten
Article 1 Definitions
In this office complaints procedure shall apply:
complaint means any written expression of dissatisfaction by or on behalf of the client against the lawyer or under the responsibility of persons working on the creation and implementation of a contract for professional services, quality of service or the amount of the invoice, other than a complaint as referred to in paragraph 4 of the Advocates;
complainant: the client or his representative which shall make a complaint;
complaints officer, the lawyer in charge of the handling of the complaint;
Article 2 Scope
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This office complaints procedure is applicable to any contract between DayOne Advocaten and the client.
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Each lawyer of DayOne Advocaten is responsible for complaints handling in accordance with the office complaints procedure.
Article 3 Goals
The office complaints procedure aims to:
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establishment of a procedure to handle customer complaints within a reasonable time and in a constructive way;
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defining a procedure to determine the causes of possible complaints from clients;
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maintaining and improving existing relationships through good handling of complaints;
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staff training on responding to complaints from clients;
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improve the quality of services by complaint analysis.
Article 4 Information when starting legal services
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This office complaints procedure is publicly available. The lawyer addresses the procedure to the client, before entering into a contract of assignment that the agency has an office complaints procedure and that this applies to the services.
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In its terms and conditions DayOne Advocaten refers to an independent party or agency where clients can obtain a binding ruling, when the complaint is not resolved through the office complaints procedure;
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Complaints referred to in Article 1 of this office complaint procedure that are not resolved can be submitted to the district court.
Article 5 internal complaints procedure
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If a client approaches the office with a complaint, the complaint is forwarded to V. Breedveld, which thus acts as a complaints officer.
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The complaints officer shall inform the person against whom a complaint was filed and informs the complainant that he or she is allowed to substantiate the complaint.
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The person against whom a complaint was filed attempts to find a solution, with the client and with or without the intervention of the complaints officer.
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The complaints officer handles the complaint within four weeks after receipt of the complaint or notifies with reason a postponement of the period, indicating a term of judgment about the complaint.
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The complaints officer will inform the complainant and the person against whom a complaint was filed, in writing, about the judgment on the merits of the complaint, whether or not including recommendations.
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If the complaint has been satisfactorily dealt with, the complainant, the complaints officer and the person against whom a complaint was filed, sign the judgment.
Article 6 Confidentiality and charges
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The complaints officer and the person against whom a complaint was filed keep professional secrecy.
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The complainant will not be charged for costs of the complaint procedure.
Article 7 Responsibilities
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The complaints officer is responsible for a timely handling of the complaint.
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The person against whom a complaint was filed informs the complaints officer about any progress towards a possible solution.
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The complaints officer keeps the complainant informed about the handling of the complaint.
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The complaints officer keeps a complaint file.
Article 8 complaint registration
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The complaints officer registers the complaint and the subject regarding.
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A complaint can behold several subjects.
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The complaints officer shall report regularly on the outcome of the procedure and present recommendations to prevent new complaints, and to improve procedures.
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At least once a year the reports and recommendations will be discussed at the office and submitted for approval.
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