Complaints scheme
In this office complaint scheme, the following definitions shall apply:
complaint any written expression of dissatisfaction by or on behalf of the client, towards the lawyer or the persons working under his responsibility about the conclusion or execution of an agreement for services, the quality of the services or the amount of the fee (not being a complaint as referred to in paragraph 4 of the Lawyers Act),.
Complainant the client or their representative who makes a complaint.
complaints procedure the procedure used at the firm for handling complaints.
complaints procedure this document, being the written representation of the complaints procedure used at the office.
Complaints Officer: the lawyer in charge of handling the complaint.
complaint registration form a form to be used internally to implement the procedure laid down in the complaints regulation.
Disputes Committee for the Legal Profession the committee established by the Foundation for Disputes Committees for Consumer Cases (SGC) and that for Profession and Business (SGB) to which the firm can submit disputed and unpaid invoices and where price/quality disputes can be brought if the solution offered by the firm does not lead to satisfaction.
Dispute Resolution Scheme for the Legal Profession the procedure used by the Disputes Committee for the Legal Profession to resolve disputes between lawyers and clients.
Rules of the Disputes Committee for the Legal Profession the rules of procedure of the Disputes Committee for the Legal Profession.
1. This office complaints procedure applies to any agreement for services between Pennino Advocaten and the client.
2. Each lawyer of Pennino Advocaten shall ensure complaint handling in accordance with the office complaints procedure.
The purpose of this complaints procedure is to:
1. establishing a procedure to deal constructively with client complaints within a reasonable time.
2. establishing a procedure to identify the causes of client complaints.
3. maintain and improve existing relationships through proper complaint handling. 4. train employees in client-centred response to complaints.
5. improving service quality through complaint handling and complaint analysis
1. This office complaint scheme has been made public. Before entering into the contract for services, the lawyer informs the client that the firm has an office complaints procedure and that it applies to the services provided.
2. Pennino Advocaten has included in the engagement agreement the independent party or body to which a complaint that is not resolved after treatment can be submitted for a binding decision and has made this known in the engagement confirmation.
3. Complaints as referred to in Article 1 of these office complaints regulations that are not resolved after treatment will be submitted to The Disputes Committee for the Legal Profession.
4. the lawyer notifies the client that the Rules of the Disputes Committee for the Legal Profession may be requested from the secretary of the committee at P.O. Box 90600, 2509 LP The Hague.
1. If a client approaches the firm with a complaint, the complaint will be directed to Mr A.F.G. Pennino or Mr B.M.J. Zeijen - Schlechtriem, who thereby act as complaints officer.
2. The complaints officer shall notify the person complained about of the filing of the complaint and shall give the complainant and the person complained about an opportunity to explain the complaint.
3. The person about whom a complaint has been made shall try to reach a solution together with the client, whether or not through the intervention of the complaints officer.
4. The complaints officer shall settle the complaint within four weeks from receipt of the complaint or notify the complainant of any deviation from this deadline, stating the time limit within which an opinion on the complaint will be given.
5. The complaints officer shall inform the complainant and the person complained against in writing of the opinion on the merits of the complaint, whether or not accompanied by recommendations.
6. If the complaint is dealt with satisfactorily, the complainant, the complaints officer and the person complained about shall sign the judgment on the merits of the complaint.
1. The complaints officer and the person complained about shall observe confidentiality in handling complaints.
2. The complainant shall not be charged for the cost of handling the complaint.
1. The complaints officer is responsible for the timely resolution of the complaint.
2. The person complained about shall keep the complaints officer informed about any contact and possible resolution.
3. The complaints officer shall keep the complainant informed about the handling of the complaint.
4. The complaints officer shall maintain the complaint file
1. The complaints officer shall register the complaint along with the subject of the complaint.
2. A complaint may be divided into several topics.
3. The complaints officer shall report periodically on the handling of complaints and make recommendations to prevent new complaints, as well as to improve procedures.
4. At least once a year, reports and recommendations will be discussed at the office and submitted for decision.
