Complaints & Disputes
COMPLAINTS PROCEDURE OF HIELKEMA & CO
- In this office complaints procedure, the following definitions apply:
- complaint: any written expression of dissatisfaction by or on behalf of the client vis-à-vis the lawyer or the persons working under his responsibility with respect to the conclusion and the implementation of a contract for services, the quality of the services or the amount of the bill, not being a complaint as referred to in Article 4 of the Lawyers Act;
- complainant: the client or his representative who submits a complaint;
- complaints officer: the lawyer in charge of handling the complaint.
- This office complaints procedure applies to all contracts between Hielkema & co and the client.
- Each lawyer at Hielkema & co is responsible for handling complaints in accordance with these office complaints rules.
- The purpose of this office complaints procedure is:
- to establish a procedure to deal with client complaints in a constructive manner and within a reasonable time;
- to establish a procedure to identify the causes of client complaints;
to maintain and improve existing relationships through proper complaint handling;
to train employees in client-focused responses to complaints;
- to improve the quality of service through complaint handling and analysis.
Information upon the commencement of services
- This office complaints procedure has been made public. The lawyer shall inform the client that the office has a complaints procedure and that this procedure applies to the services.
- Complaints as referred to in Article 1 of this office complaints procedure that have not been resolved after handling can be submitted to the District Court of Amsterdam.
Internal complaints procedure
- If a client approaches the office with a complaint, the complaint will be forwarded to the complaints officer who will act in that capacity. Mr H.M. Hielkema is the complaints officer, unless it concerns a complaint against Mr Hielkema. In that case, Mr A.S.D. Lijkwan is the complaints officer.
- The complaints officer shall notify the person regarding whom a complaint is submitted about the filing of the complaint and give the complainant and the person regarding whom the complaint is submitted about the opportunity to explain the complaint.
- The person about whom a complaint has been submitted will try to find a solution together with the client, whether with the intervention by the complaints officer or otherwise.
- The complaints officer will handle the complaint within four weeks of receiving it, or will notify the complainant of any deviation from this term, stating the term within which a decision on the complaint will be given.
- The complaints officer will notify the complainant and the person regarding whom the complaint is submitted in writing of the opinion on the merits of the complaint, whether accompanied by recommendations or otherwise.
- If the complaint has been dealt with satisfactorily, the complainant, the complaints officer and the person about whom the complaint is submitted will sign the opinion on the merits of the complaint.
Confidentiality and free complaint handling
- The complaints officer and the person regarding whom the complaint is submitted shall maintain confidentiality during the handling of the complaint.
- The complainant shall not be liable for payment of the costs of handling the complaint.
- The complaints officer is responsible for the timely handling of the complaint.
- The person complained about shall keep the complaints officer informed about any contact and a possible solution.
- The complaints officer shall keep the complainant informed about the handling of the complaint.
- The complaints officer keeps the complaint file up to date.