Article 1 definitions
In this office complaint regulation the following definitions apply:
complaint: any written expression of dissatisfaction by or on behalf of the client towards the lawyer or the persons working under his responsibility about the conclusion and execution of an agreement for services, the quality of the services or the amount of the fee, not being a complaint as referred to in paragraph 4 of the Lawyers Act;
complainant: the client or his representative who makes a complaint known;
complaints officer: the lawyer in charge of handling the complaint;
Article 2 scope of application
These office complaint regulations apply to any contract for services between
MCJ Advocatuur and the client.
Each lawyer of MCJ Advocatuur is responsible for complaint handling in accordance with the office complaints procedure.
Article 3 Objectives
The objectives of this office complaints procedure are:
A. to establish a procedure to deal constructively with client complaints within a reasonable period of time;
B. to establish a procedure to determine the causes of client complaints;
C. maintaining and improving existing relationships through proper complaint handling;
D. train employees in client-centered response to complaints;
E. improve the quality of services with complaint handling and complaint analysis.
Artikel 2 toepassingsgebied
Dit kantoorklachtenreglement is van toepassing op iedere overeenkomst van opdracht tussen
MCJ Advocatuur en de cliënt.
Iedere advocaat van MCJ Advocatuur is verantwoordelijk voor de klachtafhandeling conform de kantoorklachtenregeling.
Artikel 3 Doelstellingen
De doelstellingen van deze kantoorklachtenregeling zijn:
A. het vaststellen van een procedure om klachten van cliënten binnen een redelijke termijn constructief af te handelen;
B. het vaststellen van een procedure om de oorzaken van klachten van cliënten vast te stellen;
C. het onderhouden en verbeteren van bestaande relaties door een goede afhandeling van klachten;
D. medewerkers te trainen in het cliëntgericht reageren op klachten;
E. de kwaliteit van de dienstverlening te verbeteren door klachtenafhandeling en klachtenanalyse.
Article 4 information upon commencement of services
This office complaint procedure has been made public. Before entering into the contract for services, the lawyer informs the client that the firm has an office complaints procedure and that it applies to the services provided.
MCJ Advocatuur has included in the contract of engagement through the general terms and conditions to which independent party or body a complaint that is not resolved after treatment can be submitted to obtain a binding decision and has made this known in the engagement confirmation.
Complaints as referred to in article 1 of these office complaint regulations that are not resolved after treatment will be submitted to the court.
Article 5 Internal complaint procedure
If a client approaches the firm with a complaint, the complaint will be forwarded to Mr. A. Smeekes, who thereby acts as complaints officer.
The Complaints Officer will notify the person complained about of the filing of the complaint and will give the complainant and the person complained about the opportunity to explain the complaint.
The person complained about will try to reach a solution together with the client, with or without the intervention of the complaints officer.
The complaints officer will resolve the complaint within four weeks after receipt of the complaint or will notify the complainant of any deviation from this deadline, giving reasons, stating the period within which an opinion will be given on the complaint.
The complaints officer shall notify the complainant and the person complained about in writing of the opinion on the merits of the complaint, whether or not accompanied by recommendations.
If the complaint is settled satisfactorily, the complainant, the complaints officer and the person complained about will sign the judgment on the merits of the complaint.
Article 6 confidentiality and free complaint handling
The complaints officer and the person about whom the complaint has been made will observe confidentiality in handling the complaint.
confidentiality.
The complainant shall not be liable for any compensation for the costs of handling the complaint.
Article 7 responsibilities
The Complaints Officer is responsible for the timely resolution of the complaint.
The person complained about will keep the Complaints Officer informed about any contact and possible resolution.
The complaint officer will keep the complainant informed about the resolution of the complaint.
The complaints officer will keep the complaint file.
Article 8 complaint registration
The complaints officer will register the complaint along with the complaint subject.
A complaint may be divided into several subjects.
The complaints officer shall report periodically on the handling of complaints and make recommendations for the prevention of new complaints, as well as for the improvement of procedures.
At least once a year, the reports and recommendations are discussed at the office and submitted for decision-making.