Complaints and disputes regulation

In these complaints procedures the following terms shall have the following meanings: a. complaint : any written expression of dissatisfaction by or on behalf of the client towards DLL Legal or its affiliated lawyers regarding the conclusion and performance of a contract of assignment, the quality of the services provided or the amount of the invoice; b. complainant : the client or its representative who makes a complaint; c. complaints officer : the lawyer within DLL Legal or a designated third party who is charged with handling the complaint.

This complaints procedure applies to every agreement between DLL Legal and the client. Every lawyer at DLL Legal is responsible for handling complaints in accordance with this procedure.

The purpose of this complaints procedure is:

1. establishing a procedure to handle client complaints constructively within a reasonable timeframe;

2. establishing a procedure to determine the causes of complaints;

3. maintaining and improving existing relationships through proper complaint handling;

4. to train employees to respond to complaints in a client-focused manner;

5. to improve the quality of service provision through complaint handling and complaint analysis.

1. If a client approaches the office with a complaint, the complaint will be forwarded to the complaints officer of DLL Legal.

2. The complaints officer informs the opposing party (the lawyer involved) of the complaint and gives the complainant and the lawyer involved the opportunity to provide an explanation of the complaint.

3. The lawyer involved will attempt to find a solution together with the client, with or without the intervention of the complaints officer.

4. The complaints officer will handle the complaint within four weeks of receipt of the complaint, or will notify the complainant – stating reasons – of any deviation from this period, stating the period within which a decision on the complaint will be made.

5. The complaints officer will inform the complainant and the lawyer involved in writing of the decision on the merits of the complaint, with or without recommendations.

6. If the complaint has been resolved satisfactorily, the complainant, the complaints officer and the lawyer involved will sign the assessment of the merits of the complaint.

1. The complaints officer and the lawyer involved will maintain confidentiality when handling the complaint.

2. The complainant is not liable for any compensation for the costs of handling the complaint.

1. The complaints officer is responsible for the timely handling of the complaint.

2. The lawyer involved will keep the complaints officer informed of any contact and a possible solution.

3. The complaints officer keeps the complainant informed about the handling of the complaint.

4. The complaints officer maintains the complaint file.

1. The complaints officer registers the complaint, including the subject of the complaint.

2. A complaint can be divided into several topics.

3. The Complaints Officer periodically reports on the handling of complaints and makes recommendations for preventing new complaints and improving procedures.

4. The reporting and recommendations are discussed within the office at least once a year and submitted for decision-making.

If a complaint has not been resolved after being dealt with in accordance with these complaints regulations, the dispute can be submitted to the Disputes Committee for the Legal Profession (Geschillencommissie Advocatuur) (Consumer or Business), in accordance with the Disputes Committee Regulations for the Legal Profession.

*The complaint procedure has been drawn up in Dutch and translated into English. In the event of a discrepancy between the Dutch text and the English text or their interpretation, the Dutch version of this complaint procedure is binding.