Complaints Procedure
Article 1 Definitions
In this office complaints procedure, the following terms shall have the following meanings:
complaint: any written expression of dissatisfaction by or on behalf of the client towards the lawyer or those working under their responsibility, regarding the establishment and execution of a client engagement agreement, the quality of the service provided, or the amount of the invoice, excluding a complaint as referred to in Section 4 of the Advocates Act;
complainant: the client or their representative who submits a complaint;
complaints officer: the lawyer responsible for handling the complaint and the substitute for the office.
This complaints procedure also applies to Bk Advocatuur, Ram Advocatuur, and Schulpen Advocatuur.
Article 2 Scope
This office complaints procedure applies to every client engagement agreement between Arslan & Arslan Advocaten and the client.
The lawyer ensures complaint handling in accordance with the office complaints procedure.
Article 3 Objectives
This office complaints procedure aims to:
establish a procedure for handling clients’ complaints in a reasonable timeframe and in a constructive manner;
determine the causes of clients’ complaints through a procedure;
maintain and improve existing relationships through proper complaint handling;
train employees to respond to complaints in a client-oriented manner;
improve the quality of service through complaint handling and analysis.
Article 4 Information at the start of the service provision
This office complaints procedure has been made public. Before entering into a client engagement agreement, the lawyer informs the client that the office has an office complaints procedure in place and that it applies to the services provided.
The lawyer has indicated on the website to which independent party or body a complaint that has not been resolved after handling can be submitted to obtain a binding decision, and this has been communicated in the engagement confirmation.
Complaints as referred to in Article 1 of this office complaints procedure that have not been resolved after handling are submitted to the chosen body by the complainant.
Article 5 Internal Complaints Procedure
If a client approaches the office with a complaint, the complaint is forwarded to Mr. O. Arslan, who acts as the complaints officer. If a complaint is directed against Mr. O. Arslan, the complaint will be forwarded to Mr Ö. Arslan.
The complaints officer informs the person against whom the complaint is made about the submission of the complaint and gives the complainant and the person against whom the complaint is made the opportunity to provide an explanation regarding the complaint.
The person against whom the complaint is made endeavors to reach a solution together with the client, with or without the involvement of the complaints officer. The complaints officer handles the complaint within four weeks of receiving the complaint or informs the complainant, with reasons given, of any deviation from this term, specifying the timeframe within which a judgment on the complaint will be given. The complaints officer informs the complainant and the person against whom the complaint is made in writing of the judgment on the merits of the complaint, accompanied by any recommendations. If the complaint has been resolved to the satisfaction of the parties involved, the complainant, the complaints officer, and the person against whom the complaint is made sign the judgment on the merits of the complaint. If the complaint is not resolved to satisfaction, the complaint will be forwarded to Mr. Y. van Oel from the law firm Lexpert Advocaten, who will act as the second complaints officer. This helps prevent the complainant from feeling that the first complaints officer is biased.
Article 6 Confidentiality and Free Complaint Handling
The complaints officer and the person against whom the complaint is made shall observe confidentiality during the complaint handling process. The complainant is not obligated to pay any fee for the handling of the complaint.
Article 7 Responsibilities
The complaints officer is responsible for the timely handling of the complaint. The person against whom the complaint is made keeps the complaints officer informed about any contact and possible resolution. The complaints officer keeps the complainant informed about the handling of the complaint. The complaints officer maintains the complaint file.
Article 8 Complaint Registration
The complaints officer registers the complaint, including the subject of the complaint. A complaint may be categorized under multiple subjects.
