Complaints Procedure – January 2023
Article 1: Definitions
In this office complaints procedure (the “complaints procedure”) of Hoek Legal B.V. (“Hoek.legal”), the following terms shall have the following meanings:
a. 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 an agreement for services, the quality of the services provided or the amount of the fees, not being a complaint as referred to in paragraph 4 of the Lawyers Act (Advocatenwet);
b. complainant: the client or his/her representative making a complaint;
c. complaints officer: the lawyer in charge of handling the complaint.
Article 2: Scope of application
1. This complaints procedure applies to every agreement for services between Hoek.legal and the client.
2. Hoek.legal will ensure complaint handling in accordance with these complaints regulations.
Article 3: Objectives
The purpose of this complaints procedure is to:
a. establish a procedure to deal constructively with client complaints within a reasonable period of time;
b. establish a procedure to determine the causes of client complaints;
c. maintain and enhance existing relationships through proper complaint handling;
d. train staff in client-centred response to complaints;
e. improve service quality through complaint handling and complaint analysis.
Article 4: Information at the start of service
1. This complaints procedure has been made public on the website of Hoek.legal. In the general terms and conditions forming part of the engagement letter the client’s attention is drawn to the fact that this complaints procedure is applicable to the services of Hoek.legal.
2. The general conditions forming part of the order confirmation state that a complaint that is not resolved after treatment may be submitted to the competent court in Amsterdam, the Netherlands.
Article 5: Internal complaint procedure
1. If a client approaches Hoek.legal with a complaint, the complaint will be directed to Glenn Hoek, who thereby acts as complaints officer.
2. The complaints officer shall register the complaint including the subject of the complaint and give the complainant an opportunity to explain the complaint. If applicable, the complaint shall also be reported to the relevant liability insurer.
3. The complaints officer shall try to reach a solution together with the client.
4. The complaints officer shall settle the complaint within four weeks from receipt of the complaint or notify the complainant of any deviation from this deadline, stating the time limit within which an opinion on the complaint will be given.
5. The complaints officer shall notify the complainant by e-mail of the opinion on the merits of the complaint, whether or not accompanied by recommendations.
Article 6: Confidentiality and free complaint handling
1. The complaints officer shall observe confidentiality when handling complaints.
2. The complainant shall not be charged for the cost of handling the complaint.
Article 7: Responsibilities
1. The complaints officer is responsible for the timely resolution of the complaint.
2. The complaints officer shall keep the complainant informed about the handling of the complaint.
3. The complaints officer shall maintain the complaint file.
This complaints procedure is available in Dutch and English. In the event of a dispute on its contents or intention, only the Dutch version is binding.
