Complaints procedure Hardt Advocaten

Article 1 Definitions

In these office complaints regulations the following terms are understood to mean:

– complaint: any written expression of dissatisfaction by or on behalf of the client towards the lawyer or persons working under the lawyer's responsibility regarding the conclusion and performance of a contract of engagement, the quality of the service provided or the amount of the invoice, not being a complaint as referred to in Section 4 of the Dutch Lawyers Act;

– complainant: the client or his/her representative who makes a complaint known;

– complaints officer: the lawyer responsible for handling the complaint.


Article 2 Scope of application

  1. This office complaints procedure applies to every agreement of assignment between Hardt Advocaten and the client.
  2. Hardt Advocaten is responsible for handling complaints in accordance with the office complaints procedure.


Article 3 Objectives

The purpose of this office 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 client complaints;
  3. maintaining and improving existing relationships through good complaint handling;
  4. to train employees to respond to complaints in a client-focused manner;
  5. improving the quality of service through complaint handling and complaint analysis.


Article 4 Information at the start of service provision

  1. This office complaints procedure has been made public. Before entering into the agreement, the lawyer must inform the client that the firm has an office complaints procedure and that it applies to the services provided.
  2. Hardt Advocaten has included in its general terms and conditions the independent party or body to which a complaint that remains unresolved after handling can be submitted for a binding decision, and has made this known in the order confirmation.
  3. Complaints as referred to in Article 1 of these office complaints regulations that remain unresolved after handling will be submitted to the competent judge of the Midden-Nederland District Court, Utrecht location.


Article 5 Internal complaints procedure

  1. If a client approaches the office with a complaint, the complaint will be forwarded to Ms. S. el Damaty, who can be reached at s.eldamaty@hardtletselschade.nl, and who will act as complaints officer.
  2. The complaints officer informs the person against whom the complaint has been made of the filing of the complaint and gives the complainant and the person against whom the complaint has been made the opportunity to provide an explanation of the complaint.
  3. The person against whom the complaint has been made 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, indicating the period within which a decision on the complaint will be made.
  5. The complaints officer will inform the complainant and the person against whom the complaint has been made 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 person against whom the complaint has been made will sign the decision on the validity of the complaint.


Article 6 Confidentiality and free complaint handling

  1. The complaints officer and the person against whom the complaint has been made shall maintain confidentiality during the complaint handling process.
  2. The complainant is not liable for any compensation for the costs of handling the complaint.


Article 7 Responsibilities

  1. The complaints officer is responsible for the timely handling of the complaint.
  2. The person against whom the complaint has been made will keep the complaints officer informed about 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.


Article 8 Complaint registration

  1. The complaints officer registers the complaint, including the subject of the complaint.
  2. A complaint can be classified into multiple topics.
  3. The Complaints Officer periodically reports on the handling of complaints and makes recommendations for preventing new complaints and for improving procedures.
  4. At least once a year, the reports and recommendations are discussed at the office and submitted for decision-making.