Complaints Procedure

In the law firm’s complaints procedure, the following definitions apply: Complaint: each written expression of dissatisfaction from or on behalf of the client with respect to the lawyer or the persons working under his responsibility regarding the realisation and implementation of a commission contract, the quality of the services provided or the amount of the statement of charges, not including a Complaint as referred to in paragraph 4 of the Legal Council Act (Advocatenwet); Complainant: the client or his representative that lodges a Complaint; Complaints Officer: the lawyer responsible for handling the Complaint, i.e. Cathelijn Stratenus. If there is a complaint concerning Cathelijn Stratenus, then André Brantjes shall act as the Complaints Officer.

1. This complaints procedure of the law firm applies to every commission contract between Brantjes Advocaten and the client.
2. Every lawyer of Brantjes Advocaten shall ensure that complaints are handled in accordance with the law firm’s complaints procedure.

The objectives of the law firm’s complaints procedure are to:

a. establish a procedure whereby the Complaints of clients are handled in a constructive manner within a reasonable period;
b. establish a procedure to ascertain the causes of the Complaints lodged by clients;
c. preserve and improve existing relationships through the proper handling of complaints;
d. train employees to respond to Complaints in a client-oriented manner;
e. improve the quality of the services provided with the help of complaints handling and the analysis of complaints.

1. The complaints procedure of the law firm has been published. Before concluding a commission contract, the lawyer points out to the client that Brantjes Advocaten has a complaints procedure and that it applies to the law firm’s services.
2. Complaints, as referred to in Article 1 of this complaints procedure, that have not been resolved after being handled shall be brought before the competent judge at the court in Amsterdam.

1. If a client approaches Brantjes Advocaten with a Complaint, the Complaint shall be passed on to Cathelijn Stratenus, who will then act as the Complaints Officer.
2. The Complaints Officer shall inform the person against whom the complaint has been lodged about the submission of the Complaint and give the Complainant and the person against whom the complaint has been lodged the opportunity to
   address the Complaint.
3. The person against whom the complaint has been
   lodged and the client shall try to come to a resolution together, either with or without the mediation of the Complaints Officer.
4. The Complaints Officer shall handle the Complaint within four weeks after receiving the Complaint or else notify the Complainant that this period will be exceeded, giving the reasons why
   and stating the period within which a judgement on the Complaint will be issued
5. The Complaints Officer shall notify the Complainant and the person against whom the complainthas been lodged in writing about the judgement concerning the validity of the Complaint, and perhaps provide recommendations with this notification.
6. If the Complaint is handled satisfactorily, the Complainant, the Complaints Officer and the person against whom the complaint was lodged shall sign the judgement on the validity of the Complaint.

1. When handling the complaint, the Complaints Officer and the person against whom the complaint has been lodged shall keep the matter confidential.
2. The Complainant shall owe no compensation to cover the costs of handling the Complaint.

1. The Complaints Officer is responsible for handling the Complaint in a timely fashion.
2. The person against whom the complaint has been lodged shall keep the Complaints Officer abreast of any contact and a possible resolution of the complaint.
3. The Complaints Officer shall keep the Complainant up to date on the handling of the Complaint.
4. The Complaints Officer shall maintain the complaints file.

1. The Complaints Officer shall register the Complaint, stating the subject of the complaint.
2. A Complaint can be divided between several subjects.
3. The Complaints Officer shall issue a periodic report on the handling of Complaints and shall issue recommendations on the prevention of new Complaints and on ways to improve procedures.
4. At least once a year, the recommendations shall be presented at the law firm’s office for discussion and decision-making.

The complaints procedure is also available for download as a file to your computer in .PDF format.