Complaints procedure Legaltree
Complaint:a written expression of dissatisfaction, notified as such by the client or its representative to an attorney-at-law affiliated to Legaltree
Complainant:the client or its representative who lodges a complaint
Complaints officer:a partner designated by the firm who is charged with the registration, settlement and analysis of the complaints lodged
Legaltree complaints procedure: the subject procedure
The objective of the Legaltree complaints procedure is:
1 the laying down of a procedure for the purpose of responding to complaints of clients in a constructive manner within as short a period as possible;
2 the laying down of a procedure for the purpose of determining the causes of clients’ complaints;
3 the maintenance and improvement of existing relations by mans of proper handling of complaints;
4 advising the partners affiliated to Legaltree on client-focused response to complaints;
5 improvement of the quality or the services with the aid of handling of complaints and complaints analyses.
- THE PROCEDURE
1 The partner affiliated to Legaltree shall inform the client that the firm observes a complaints procedure. This procedure is stated expressly in the applicable general terms and conditions.
2 A client may lodge a complaint about the behaviour of the attorney-at-law handling the case (the ‘attorney-at-law’). The complaint shall be submitted in writing or by e-mail to the attorney-at-law or otherwise – at the discretion of the client – to the complaints officer van Legaltree. The attorney-at-law, or as the case may be, the complaints officer, shall confirm the receipt of the complaint within two working days and shall thereby provide information to the complainant about the internal complaints procedure. In the case the complaint is lodged directly, the complaints officer shall inform the attorney-at-law involved of the complaint.
3 The attorney-at-law involved and the complaints officer shall determine in mutual consultation who is to seek contact with the complainant involved and of the manner in which the complaint is to be further discussed and settled with the complainant. The starting point at all times shall be that the complainant is satisfied and a solution has been created.
4 In the event pursuant to the preceding paragraph the complaints officer has sought contact with the complainant involved, he/she shall provide the complainant the opportunity, after having studied the file, to explain the complaint orally or in writing. The attorney-at-law shall be requested to react to this explanation.
5 In the event a meeting should take place between the complaints officer and the client, the attorney-at-law shall be present at the request of the complaints officer or the client, except in the case the client should object to this.
6 The complaints officer shall respond to the complaint at the latest 10 working days after receipt of the complaint, or otherwise, if appropriate, 10 working days after receipt of the written explanation, or, if appropriate, at the latest 10 working days after a meeting regarding the complaint has taken place.
7 The settlement of the complaint shall take place in writing, within a period of one month, whereby separate aspects shall be separately answered and substantiated. Hereby, reference is also made to the external complaints procedure(s) (see under 11).
8 The attorney-at-law involved or otherwise the complaints officer shall be responsible for preparing a precise, written record of the arrangements made with the complainant.
9 The arrangements made with the complainant shall be recorded precisely and in writing also in the case the complaint has been resolved to the satisfaction of the complainant.
10 In the case the handling of the complaint should not lead to a solution, the parties involved shall put the complaint before the Dean of the National Bar Association of the district in which the attorney-at-law is established.
11 In so far as a complaint should have regard to the action or omission of a representative which is affiliated to the Personal Injury Quality Mark Organisation (Keurmerk Letselschade), the parties involved may, after they have followed the internal complaints procedure of Legaltree, lodge a complaint with the Stichting Keurmerk Letselschade(PO Box 9091, 3506 GB Utrecht).
- REGISTRATION OF THE COMPLAINT
1 A copy of the written settlement of the complaint shall be retained for 1 year.
2 In the case of an injury case, the complaints officer shall, if desired, put this copy at the disposal of the Stichting Keurmerk Letselschade.
3 The complaints officer shall report annually to the attorneys-at-law affiliated to Legaltree. The complaints officer shall, in the case there is reason thereto, make recommendations to the attorneys-at-law affiliated to Legaltree.
- APPOINTMENT OF COMPLAINTS OFFICER
1 The complaints officer appointed by the attorneys-at-law affiliated to Legaltree is Carolien van Weering.
2 In the case of complaints against the complaints officer, a substitute shall act in her place. The substitute shall be a partner of Legaltree and shall be appointed by the Management Board of Legaltree BV.