Company Complaints Procedure
Finnius is committed to deliver the best possible services to her clients. However, in the event of a client becoming dissatisfied about any aspect of our service, Finnius advocaten aims to deal with this fairly, promptly and efficiently. Finnius has devised this complaints procedure to ensure this will happen.
Clients retain the option to initially contact the lawyer within Finnius to whom the complaint is directed so as to resolve the complaint amongst themselves. However if the client so chooses, he or she may also file a complaint in accordance with this complaints procedure directly. Complaints may be sent by post or by e-mail to the office manager, who will forward these to the complaints officer.
Article 1 DEFINITIONS
The following defined terms are used in this complaints procedure:
Complaint: any written expression of dissatisfaction from or on behalf of a client directed at a lawyer of Finnius or the people working under the responsibility of Finnius regarding the establishment and performance of a service provided, an engagement letter, the quality of the services or the amount of the invoice, not being a complaint as referred to in Section 4 of the Advocatenwet (Counsel Act);
Complainant: the client, or his representative, who has filed the complaint;
Complaints officer: the lawyer in charge of handling the complaint. The lawyer against whom the complaint is directed and the complaints officer are not to be one and the same person.
Article 2 SCOPE OF APPLICATION
2.1 This company complaints procedure applies to all services provided by Finnius to its clients.
2.2 All lawyers of Finnius will ensure that complaints are handled in conformity with the company complaints procedure. This complaints procedure is also applicable to people working under the responsibility of Finnius.
Article 3 AIMS
This complaints procedure is devised with the aim to
- lay down a procedure with which to handle the complaints of clients within a reasonable period of time and in a constructive and knowable manner;
- lay down a procedure with which to determine the causes of complaints made by clients;
- maintain and improve relations with existing clients by way of a satisfactory treatment of their complaints;
- to educate those within Finnius how to react to complaints in the most client friendly manner;
- improve the quality of the services provided by handling and analysing complaints.
Article 4 INFORMATION
This company complaints procedure has been published. Clients are made aware through the general terms and conditions of the existence of this company complaints procedure and that this procedure applies to all services.
Article 5 INTERNAL COMPLAINTS PROCEDURE
5.1 When a client submits a complaint to Finnius, the complaint will promptly be forwarded to the complaints officer. Only written complaints will be dealt with by the complaints officer.
5.2 The complaints officer will inform the lawyer against whom the complaint is directed towards that the complaint has been filed. The complaints officer will also provide both the complainant and the lawyer against whom the complaint is filed with the opportunity to provide further information with regards the complaint.
5.3 The lawyer against whom the complaint is filed will endeavour to find a resolution with the complainant among themselves or with the aid of the complaints officer.
5.4 The complaints officer will handle the complaint within 30 days after receipt of the complaint or will inform the complainant that this term will be extended, stating the reasons and specifying the term within which an assessment will be issued regarding the complaint.
5.5 The complaints officer will notify the client and the lawyer against whom the complaint is filed of his or her assessment regarding the validity of the complaint in writing; this may or may not include recommendations.
5.6 In the event that the complaint has been handled satisfactorily, the client, the complaints officer and the person against whom the complaint is made will sign the assessment regarding the validity of the complaint.
Article 6 CONFIDENTIALITY AND NO CHARGES FOR THE PROCEDURE
6.1 In the course of the procedure the complaints officer and the lawyer against whom the complaint is filed will maintain confidentiality of the content of the procedure.
6.2 No charges will be made for the time taken to handle a complaint.
Article 7 DUTIES OF THE COMPLAINTS OFFICER
7.1 The complaints officer is in charge of the timely handling of the complaint.
7.2 The lawyer against whom the complaint is filed will inform the complaints officer of any contact with the complainant and possible resolutions with regards to the complaint.
7.3 The complaints officer will keep the complainant informed of the ongoing procedure.
7.4 The complaints officer is in charge of updating the filed complaints.
Article 8 COMPLAINT REGISTRATION
8.1 The complaints officer will record the complaint along with registration of the subject category of the complaint.
8.2 The complaints officer will periodically report on complaint handlings and will make recommendations to prevent potential new complaints and to improve the current complaints procedure.
8.3 The reports and the recommendations of the complaints officer will be discussed within Finnius on a yearly basis.
Article 9 COMPETENT COURT
9.1 Complaints as referred to in Article 1 of this company complaints procedure that have not been resolved to the satisfaction of complainant after being dealt with according to this complaints procedure may subsequently be submitted by complainant to the competent court in Amsterdam.
9.2 Contrary to the procedure as laid down in this company complaints procedure, the complainant and Finnius may at any time jointly decide to discontinue the handling of a Complaint , in which case the complainant can submit the complaint to the competent court in Amsterdam.