Complaints Procedure Ormitax Solutions B.V. (November 2024)

Ormitax Solutions B.V. places great importance on the quality of its practice. Ormitax Solutions B.V. strives to serve clients as well as possible. However, it may happen that a client has a complaint about the way the practice is managed. Such complaints will be handled in accordance with the following procedure.

1. Definitions

Complaint: Any written expression of dissatisfaction by or on behalf of the client regarding the lawyer or persons working under the lawyer's responsibility, relating to the establishment and execution of an agreement of assignment, the quality of services, or the amount invoiced. This does not include a complaint as defined in Section 4 of the Dutch Lawyers Act (Advocatenwet).
Complainant: The client or their representative who submits a complaint.

Complaints Officer: Professor J.W. Bellingwout, Ph.D.

KComplaints Procedure: The procedure followed by Ormitax Solutions B.V. to handle complaints.

2. Scope of Application

1. This office complaints procedure applies to every service agreement between Ormitax Solutions B.V. and the client.

2. Every lawyer at Ormitax Solutions B.V. ensures that complaints are handled in accordance with this office complaints procedure.

3. Objectives

This office complaints procedure aims to:

1. Establish a procedure to handle client complaints constructively and within a reasonable timeframe.

2. Establish a procedure to identify the causes of client complaints.

3. Retain and improve existing relationships through proper complaint handling.

4. Train staff (if applicable) to respond appropriately to complaints.

5. Improve service quality through complaint handling and analysis.

4. Information at the Start of the Service

1. Before entering into a service agreement, Ormitax Solutions B.V. informs the client that the firm has an office complaints procedure.

2. Before entering into a service agreement, Ormitax Solutions B.V. informs the client that unresolved complaints may be submitted to the Court.

5. Internal Complaints Procedure

1. When the client addresses the complaint in writing to the lawyer concerned, the lawyer involved will attempt to resolve the issue with the client.

2. If the client and the lawyer fail to reach a satisfactory resolution, the complaint will be referred to the complaints officer (prof. dr. J.W. Bellingwout) at Ormitax Solutions B.V.

3. If Ormitax Solutions B.V. and the client are unable to resolve the dispute, it will be submitted to the Court.

4. The lawyer involved or the complaints officer ensures proper handling of the complaint in compliance with this office complaints procedure.

5. The lawyer involved or the complaints officer resolves the complaint within four weeks of receipt or notifies the complainant of any deviation from this timeline, stating the reasons and the new timeline for providing a judgment on the complaint.

6. Confidentiality must be maintained at all times.

7. The complainant is not charged for the internal complaint handling process.

8. If the complaint is resolved satisfactorily, the complainant, the complaints officer, and the person the complaint concerns will sign the decision regarding the validity of the complaint.

6. Registration

1. The complaints officer registers and classifies the complaint.

2. Complaints are categorized by type as follows:

a. Complaints about the lawyer's working methods.

b. Complaints about the legal-substantive aspects of the service.

c. Complaints about financial aspects of the service.

d. Complaints about general practice operations.

3. A complaint may fall into multiple categories.

7. Responsibilities

1. The complaints officer is responsible for timely resolution of the complaint.

2. The person the complaint concerns keeps the complaints officer informed of any contact and potential resolution.

3. The complaints officer keeps the complainant informed about the progress of the complaint handling.

4. The complaints officer maintains the complaint file.

8. Analysis of Complaints

1. The complaints officer periodically prepares a report on complaint handling and makes recommendations to prevent new complaints and improve procedures.

2. At least once a year, the reports and recommendations are discussed within the office and submitted for decision-making.