Internal complaints procedure
Article 1. Complaint
In this internal complaints procedure, a complaint is defined as: every written notice expressing displeasure of or on behalf of the client to the attorney, or the persons working on the attorney’s behalf, about the creation and the performance of the agreement of instruction (“overeenkomst van opdracht”), the quality of the services or the amount of the invoice, not being a complaint as outlined in article 46 of the Advocates Act (“Advocatenwet”).
Article 2. Scope of application internal complaints procedure
This internal complaints procedure applies to every agreement of instruction between Focus On Legal B.V. and the client, where the execution of the agreement of instruction was conducted by one or more lawyers of Focus On Legal B.V.
Every lawyer of Focus On Legal B.V. responds to complaints according to this internal complaints procedure.
Article 3. Information on commencement of services
The internal complaints procedure is published on www.focus-on.com. On commencement of the services, Focus On Legal B.V. refers the client to the applicability of the internal complaints procedure.
Article 4. Internal procedure
Every complaint received by Focus On Legal B.V. is forwarded to mr. H.A.J. Pors, acting as complaints officer.
If a client should contact our office with a complaint about our services, the lawyer in question shall be notified of this as soon as possible. Boith the client as the lawyer may provide an explanation with respect to the complaint.
The complaints officer assesses the compaing in principle within two weeks after receipt thereof. Any deviation of this term, will be notified to the client, outlining the reasons for the delay. The complaints officer then indicates the new term in which the complaint will be assessed.
In the first instance, the lawyer in question will try to resolve the problem together with the client, if necessary after consulting the firm’s complaints’ officer.
The complaints officer sends a letter to the client and the relevant attorney outlining the validity of the complaint. The complaints officer may make recommendations.
If the problem is satisfactory resolved, the client, the complaints officer and the relevant attorney will record their confirmation to the solution in writing.
If the problem cannot be resolved, the client will be invited to discuss the matter with the lawyer in question and the complaints’ officer. If required, the client can choose to be accompanied by another person. A report of this meeting will be sent in writing to the client.
If the complaint is not settled to the satisfaction of the client, the complaints’ officer will point out the possibility on the part of the client to contact the dean of the Bar Association (Orde van Advocaten) in Rotterdam, to make their complaint known there.
Article 5. Confidentiality and complaints handling free of charge
The complaints officer and the attorney about whom the complaint was filed, will treat the complaint confidential.
There will not have to pay a remuneration for the costs related to the complaints handling.
Article 6. Responsabilities complaints office and lawyers
The complaints officer is responsible for timely handling of the complaint.
The attorney about whom the complaint was filed will keep the complaints officer informed about his/her contact with the client and the potential solution.
De complaints officer will keep the client informed about the handling of the complaint.
The complaints officer will keep the complaints file.
Article 7. Complaint registration
The complaints officer will register the complaint with the subject of the complaint.
A complaint can be divided into several subjects.
Article 8. Purpose internal complaints procedure
The purpose of this internal complaints procedure is to constructively deal with any complaints of clients within a reasonable term. Furthermore, we wish to assess the origin of the complaints so that in general the quality of the services can be improved.
More information about this possibility and about the Rotterdam Bar Association’s regulations covering complaints (in Dutch) can be found on the website of the Rotterdam Bar Association (www.advocatenorde-rotterdam.nl). Further details can also be obtained by contacting Focus On Legal B.V.