Complaints procedure Salvador-Ingelse
Article 1. Definitions
Complaint: any statement of dissatisfaction regarding the provision of services by the lawyer, made orally or in writing, made by or on behalf of the client, which can reasonably be regarded as such.
Complainant: the client or his representative who makes a complaint.
Complaints procedure: the procedure used at the office for handling complaints.
Complaints procedure: this document, which is the written representation of the complaints procedure used at the office.
Complaints officer: the person, not being the lawyer against whom the complaint is directed, to whom the handling of the complaint has been transferred. The office’s adviser, mr. Sandra Salvador-Muller, will act as complaints officer where appropriate.
Complaints registration form: an internal form to be used to implement the procedure laid down in the complaints procedure.
Disputes Committee for the Legal Profession: the committee set up by the Foundation for Disputes Committees for Consumer Affairs (SGC) and that for Profession and Business (SGB) where the office can submit disputed and unpaid invoices and where price / quality disputes can be brought if the office offers solution does not lead to satisfaction.
Dispute Settlement Scheme for the Legal Profession: the procedure used by the Disputes Committee for the Legal Profession to settle disputes between lawyers and clients.
Regulations of the Disputes Committee for the Legal Profession: the regulations in which the working method of the Disputes Committee for the Legal Profession is laid down
Article 2. Objectives
The objectives of the complaints procedure are:
1. establishing a procedure to deal with complaints from clients in a constructive manner within a reasonable period of time;
2. establishing a procedure to determine the causes of complaints from clients;
3. maintaining and improving existing relationships by means of good complaints handling;
4. train employees in responding to complaints in a client-oriented manner;
5. improving the quality of the services by means of complaints handling and complaints analysis.
Article 3. Informing the client
1. Reminds the client that the firm has a complaints procedure;
2. informs the client that it is possible to submit insoluble problems to the Disputes Committee for the Legal Profession;
3. inform the client that the Regulations for the Disputes Committee for the Legal Profession can be requested from the secretary of the committee at PO Box 90600, 2509 LP The Hague.
Article 4. The internal complaints procedure
1. When a client approaches the firm in any way with a complaint, the attorney in question must be notified.
2. The lawyer involved will try to find a solution together with the client, whether or not after consulting the complaints officer.
3. The lawyer involved or the complaints officer will ensure that the complaint is properly handled with due observance of the present complaints procedure.
4. Confidentiality must be guaranteed under all circumstances.
5. The decision on the complaint is communicated to the client.
6. If the complaint is not handled satisfactorily in contact with the client, the client may submit the matter to the Disputes Committee for the Legal Profession.
7. The office complaints procedure also applies to persons working under the responsibility of the lawyer.
Article 5. Registration and classification of the complaint
1. All complaints are registered according to the complaints registration form.
2. The complaints officer registers and classifies the complaint.
3. The complaint is classified.
by submission as
B. in writing.
– by type of complaint according to the following categories:
I. complaints about the working method of / treatment by the lawyer;
II. complaints about legal aspects of the service;
III. complaints about financial aspects of the service;
IV. complaints about practice in general.
4. A complaint can be divided into several classes.
5. If the complaint has been handled satisfactorily, the lawyer involved and the complaints officer will sign the Complaints Registration Form.
Article 6. Responsibilities
1. The lawyer involved and then the complaints officer are responsible for handling and handling the complaints.
2. The complaints officer is responsible for fully completing the complaints registration form and for the complaints file.
3. The lawyer and complainant involved first attempt to reach an agreement. The lawyer keeps the complaints officer informed of the handling of the complaint.
4. If the lawyer and the complainant do not reach an agreement, the complaints officer will inform the complainant and the person against whom the complaint has been made in writing, stating reasons, whether or not the complaint is well-founded, within a month of receipt of the complaint. accompanied by recommendations.
5. In the event of deviation from the term of the previous paragraph, the complaints officer will inform the complainant and the person against whom the complaint has been made, stating the term within which an opinion on the validity of the complaint will be given;
6. The complainant and the person complained about will be given the opportunity to provide an explanation.
7. The complainant does not owe any compensation for the costs of handling the complaint.
Article 7. Analysis of the complaints
1. The complaint registration forms are collected from the complaints officer after the complaint has been processed.
2. The complaints officer periodically reports on the handling of complaints.
3. The complaints officer processes the data and makes an annual analysis.
4. The complaints officer also makes recommendations to prevent new complaints and to improve procedures.
Article 8. Internal discussion
1. Once a year the complaints data are discussed based on an analysis at the office.
2. Improvement measures are prepared and planned.
3. The complaints officer is responsible for preparing this meeting and making an analysis.
Article 9. Preventive action
1. On the basis of the annual analysis of the complaints officer, the office decides on the preventive measures to be taken to improve the quality of the service.
2. The measures to be taken are presented together with the analysis in the office meeting.
March 13, 2020