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Office Complaints Procedure

Complaints procedure Sarfaty Advocaten B.V. Article 1 Definitions In this complaints procedure the following terms are understood to mean: Article 2 scope of application Article 3 objectives The purpose of this office complaints procedure is: Article 4 information at the start of service provision Article 5 internal complaints procedure Article 6 confidentiality and free complaint… Continue reading Office Complaints Procedure

Complaints procedure Sarfaty Advocaten B.V.

Article 1 Definitions

In this complaints procedure the following terms are understood to mean:

  • complaint: any written expression of dissatisfaction by or on behalf of the client towards the lawyer or the persons working under his responsibility regarding the conclusion and execution of a contract of assignment, the quality of the service or the amount of the invoice, other than  and complaint as referred to in section 4 of the Dutch Attorneys Act;
  • complainant: the client or his representative who makes a complaint known;
  • complaints officer: the attorney charged with handling the complaint;

Article 2 scope of application

  1. This office complaints procedure applies to every contract of assignment between Sarfaty Advocaten B.V. and the client.
  2. Every attorney of Sarfaty Advocaten B.V. is responsible for handling complaints in accordance with the office complaints procedure.

Article 3 objectives

The purpose of this office complaints procedure is:

  1. to record a procedure to handle client complaints within a reasonable period of time in a constructive manner;
  2. to record a procedure to determine the causes of client complaints;
  3. to maintain and improve existing relationships through good complaint handling;
  4. to train employees to respond to complaints in a client-oriented manner;
  5. to improve the quality of the service provision 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 contract of assignment, the lawyer will inform the client that the office has an office complaints procedure and that this applies to the services provided.
  2. Sarfaty Advocaten B.V. has included in its general terms and conditions which independent party or body a complaint that has not been resolved after handling can be submitted to in order to obtain a binding decision and has made this known in the order confirmation.
  3. Complaints as referred to in article 1 of this office complaints procedure that have not been resolved after handling will be submitted to the court in Amsterdam.

Article 5 internal complaints procedure

  1. If a client approaches the office with a complaint, the complaint will be forwarded to Mr. M.J. Sarfaty, who acts as complaints officer.
  2. The complaints officer informs the person against whom the complaint has been filed of the filing of the complaint and gives the complainant and the person against whom the complaint has been filed the opportunity to provide an explanation of the complaint.
  3. The person against whom the complaint has been filed attempts to find 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 of the complaint or informs the complainant, stating reasons, of any deviation from this term, stating the term within which a decision on the complaint will be made.
  5. The complaints officer informs the complainant and the person against whom the complaint has been filed in writing of the decision on the validity of the complaint, with or without recommendations.
  6. If the complaint has been handled satisfactorily, the complainant, the complaints officer and the person against whom the complaint has been made 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 observe confidentiality in the handling of the complaint.
  2. The complainant shall not be 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 shall keep the complaints officer informed of any contact and a possible solution.
  3. The complaints officer shall keep the complainant informed of the handling of the complaint. 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 divided into multiple subjects.