Bolder Advocaten, lawyers will do everything in their power to provide you with the best possible service. Nevertheless, it may happen that you are not satisfied. For this reason, we have set up an internal complaints procedure.
The objective of the complaints procedure is to establish a procedure for responding to client complaints in a constructive manner within the shortest possible time. In doing so, the complaints procedure serves to maintain and improve existing relationships and to improve the quality of our services.
Internal complaint handling
- A complaint about a particular aspect of the lawyer's service must be submitted in writing to the complaints officer, Mr J.H.M. Nijhuis (P.O. Box 22096, 3003 DB, Rotterdam) or firstname.lastname@example.org. Should the complaint concern the complaints officer himself, it can be submitted to Ms F.C. de Wit-Facchetti (PO Box 22096, 3003 DB, Rotterdam) or email@example.com.
- The complaints officer registers the complaint received and then coordinates the complaint handling. She also classifies the complaint. The Complaints Officer is independent, has final responsibility and is sworn to secrecy.
- The complaints officer shall send the complainant a confirmation of receipt with information about the complaints procedure.
- The complaints officer requests the lawyer concerned to respond to the complaint in writing and to submit this response to the complaints officer. The complaints officer responds to the complaint as soon as possible, but in any case within 14 days of sending the confirmation of receipt. This period may be extended by 14 days.
- If the complainant is satisfied with the handling by the lawyer involved, the complaints officer will confirm the handling and register it.
- If the complainant is not satisfied with the handling by the lawyer involved, the complainant must notify the Complaints Officer in writing, stating reasons. She will respond within four weeks after internal investigation and examination of the file.
- If the complainant is dissatisfied with the handling of the complaint by the complaints officer, the complainant may apply to the Disputes Committee for the Legal Profession. The Complaints Officer will point this out to the complainant in the written settlement