Complaints procedure

Complaints procedure

Our starting point is that we will try to find a solution to the problem that has arisen in consultation with you as quickly as possible. We will always confirm this solution to you in writing. In this complaints procedure, we describe how we want to try to achieve that solution with you.

First, we ask you to discuss a complaint with the lawyer or employee of our office to whom the complaint relates. If that does not lead to a solution, you can file a complaint with us. We also point you to the rules of conduct of the Dutch Bar Association, which apply to all lawyers (via deze link).

What can be complained about?

• the behavior of a lawyer affiliated with our office;
• the behavior of an employee of ours who is not affiliated with our office as a lawyer.

Who can be complained about?

Complaints are handled by the complaints handler of our office. Currently, mr. mr. J.F.M. Heuvelmansn is responsible for handling complaints. Complaints about mr. J.F.M. Heuvelmans are handled by mr. K.W.H. Albert.

How can a complaint be submitted?

A complaint must be submitted in writing. A complaint can be submitted in writing by sending a letter or an email to the complaints handler.

A written complaint must include:

• the name, (email) address, and phone number of the complainant
• the person about whom the complaint is made
• a description of the behavior being complained about and the moment the complainant became aware of the behavior.

Admissibility of complaints

A complaint will not be processed:

• if it has not been submitted within 3 months after the complainant became aware or could reasonably have been aware of the behavior being complained about.
• if the complaint relates to a behavior for which the complainant has already submitted another complaint that has been resolved according to our office's Complaints Procedure. The complainant will be informed in writing and with justification within 1 week of receipt of the complaint if a complaint is not processed.

How is the complaint handled?

The complaints handler will contact the complainant by phone or in writing within 2 weeks of receiving an admissible complaint and will investigate whether the complaint can be settled amicably. The complainant will be invited for a discussion with the complaints handler. The complainant will be informed in writing and with justification about how the complaint is handled.