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Article 1 – Definitions

In this office complaints procedure, the following definitions apply:

• Complaint: any written expression of dissatisfaction by or on behalf of the client towards the lawyer;
• Complainant: the client or their representative who submits a complaint;
• Complaints Officer: the lawyer responsible for handling the complaint.

Article 2 – Scope of Application

  1. This office complaints procedure applies to every engagement agreement between Lawrence and the client.
  2. The lawyer ensures that complaints are handled in accordance with this office complaints procedure.

Article 3 – Objectives

This office complaints procedure aims to:

  1. establish a procedure for handling client complaints in a constructive manner within a reasonable period of time;
  2. establish a procedure for identifying the causes of client complaints;
  3. maintain and improve existing relationships through effective complaint handling;
  4. improve the quality of services through complaint handling and analysis.

Article 4 – Information at the Start of Services

  1. This office complaints procedure has been made public. Before entering into the engagement agreement, the lawyer informs the client that the firm applies an office complaints procedure and that it applies to the services provided.
  2. Through its general terms and conditions, Lawrence has indicated to which independent body or institution a complaint that remains unresolved after internal handling can be submitted for a binding decision, and this has been stated in the engagement letter.
  3. Complaints as referred to in Article 1 of this office complaints procedure that are not resolved after internal handling will be submitted to the competent court.

Article 5 – Internal Complaint Procedure

  1. If a client contacts the firm with a complaint, the complaint is forwarded to Jeroen van Woezik, who acts as the complaints officer.
  2. The complaints officer informs the person about whom the complaint has been made of the submission of the complaint and gives both the complainant and the person concerned the opportunity to provide an explanation.
  3. The person about whom the complaint has been made will attempt to reach a solution together with the client, with or without the intervention of the complaints officer.
  4. The complaints officer handles the complaint within four weeks of receipt or notifies the complainant, stating reasons, if this period will be exceeded, indicating the time frame within which an opinion on the complaint will be provided.
  5. The complaints officer informs the complainant and the person about whom the complaint has been made in writing of the opinion regarding the validity of the complaint, possibly accompanied by recommendations.
  6. If the complaint has been satisfactorily resolved, the complainant, the complaints officer, and the person about whom the complaint was made sign the opinion regarding the validity of the complaint.

Article 6 – Confidentiality and Free Complaint Handling

  1. The complaints officer and the person about whom the complaint has been made observe confidentiality in handling the complaint.
  2. The complainant is not charged any fees for the handling of the complaint.

Article 7 – Responsibilities

  1. The complaints officer is responsible for the timely handling of the complaint.
  2. The person about whom the complaint has been made keeps the complaints officer informed of any contact and a possible resolution.
  3. The complaints officer keeps the complainant informed about the progress of the complaint.
  4. The complaints officer maintains the complaint file.

Article 8 – Complaint Registration

  1. The complaints officer registers the complaint, including its subject matter.
  2. A complaint may be classified under multiple subject categories.

All services and (other) activities are performed under an engagement agreement. Assignments are carried out by Lawrence under Dutch law. The engagement is governed by Lawrence’s general terms and conditions, which include a limitation of liability. The general terms and conditions are available for inspection, can be viewed on www.lawrence-advocaten.nl, and will be sent free of charge upon request.