The Complaints and Disputes Scheme for the Legal Profession applies to our services. Luijkx & Van Duyneveldt is affiliated with the Disputes Committee for the Legal Profession. Voor meer informatie verwijzen wij u ook naar de toelichting op de website van de Nederlandse Orde van Advocaten:

https://www.advocatenorde.nl/3295/advocaten/klachtenregeling

Below you can read how we handle any complaint you may have.

OFFICE COMPLAINTS PROCEDURE

Article 1 Definitions

In this office complaints procedure the following is understood to mean:
– complaint: any complaint by or on behalf of the client against the lawyer or the persons working under his responsibility concerning the performance of a contract for services, regarding the quality of the service or the amount of the invoice, not being a complaint as referred to in paragraph 4 of the Advocatenwet.
– admissibility: The complaint must be submitted in writing and no later than 1 month after receipt of the service or invoice about which the complaint is made, to Luijkx & Van Duyneveldt;
– complainant: the client or their representative who files a complaint;
– complaints officer: the person, other than the lawyer against whom the complaint is directed, to whom the handling of the complaint has been transferred.
– complaint registration form: an internal form to be used for the implementation of the procedure laid down in the complaints policy.
– Legal Profession Disputes Committee: the committee established by the Foundation for Consumer Dispute Committees (SGC) and the one for Professions and Businesses (SGB) where the firm can submit disputed and unpaid invoices and where price/quality disputes can be brought if the solution proposed by the firm is not satisfactory.
– Disputes Regulation for the Legal Profession: the procedure applied by the Legal Profession Disputes Committee for the settlement of disputes between lawyers and clients.
– Regulations of the Disputes Committee for the Legal Profession: the regulations in which the procedure of the Disputes Committee for the Legal Profession is laid down.

Article 2 Scope of Application

1. This office complaints procedure applies to every contract for services between the lawyers practising at Luijkx & Van Duyneveldt, Mr F.M. Luijkx and Mr A.W.E.S. van Duyneveldt, and the client.
2. Both Mr Luijkx and Mr Van Duyneveldt are responsible for complaint handling in accordance with the office complaints procedure.

Article 3 Objectives

The purpose of this office complaints procedure is:
a. het vastleggen van een procedure om klachten van cliënten binnen een redelijke termijn op een constructieve wijze af te handelen;
b. het vastleggen van een procedure om de oorzaken van klachten van cliënten vast te stellen;
c. behoud en verbetering van bestaande relaties door middel van goede klachtenbehandeling;
d. verbetering van de kwaliteit van de dienstverlening met behulp van klachtbehandeling en klachtanalyse.

Artikel 4 Informatie bij aanvang dienstverlening

1. The lawyer points out to the client that the firm operates a complaints procedure and that it applies to the services. This is also included in the General Terms and Conditions which are sent with the engagement confirmation and can also be viewed via the website.
2. The lawyer informs the client that it is possible to submit unsolvable problems to the Geschillencommissie Advocatuur to obtain a binding decision.
3. The lawyer informs the client that the Regulations of the Geschillencommissie Advocatuur can be requested from the secretary of the committee at the address P.O. Box 90600, 2509 LP The Hague.
3. Complaints referred to in article 1 of this office complaints procedure that are not resolved after handling are submitted to the Geschillencommissie Advocatuur.

Article 5 Internal complaint procedure

1. When a client approaches the office in any way with a complaint, the lawyer involved shall be informed thereof.
2. The lawyer involved shall endeavour, together with the client, to reach a solution, whether or not after consulting the complaints officer.
3. The lawyer involved or, as the case may be, the complaints officer shall ensure proper handling of the complaint in accordance with this complaints procedure.
4. Confidentiality must be ensured under all circumstances.
5. The decision on the complaint shall be communicated to the client.
6. If, in contact with the client, the complaint is not handled to satisfaction, the matter will be submitted to the Geschillencommissie Advocatuur.

Article 6 Confidentiality and free complaint handling

1. The complaints officer and the person about whom a complaint has been made shall observe confidentiality in the handling of the complaint.
2. The complainant is not required to pay for the costs of handling the complaint.

Article 7 Responsibilities

1. The lawyer involved and thereafter the complaints officer are responsible for the handling and resolution of the complaints.
2. The complaints officer is responsible for fully completing the complaints registration form.
3. The lawyer involved keeps the complaints officer informed of the further handling of the complaint.
4. The complaint must be handled in writing by the firm within four weeks.
5. The complaints officer provides a response to the complainant.
6. The complaints officer maintains the complaints file.

Article 8 Complaint registration

1. De klachtenfunctionaris registreert de klacht met daarbij het klachtonderwerp.
2. Alle klachten worden geregistreerd volgens het klachtenregistratieformulier
3. De klachtenfunctionaris registreert en classificeert de klacht
4. De klacht wordt geclassificeerd naar wijze van indiening als:
A. mondeling
B. schriftelijk
– naar aard van de klacht volgens onderstaande categorieën:
I. klachten over werkwijze van/bejegening door de advocaat
II. complaints about legal-substantive aspects of the service delivery
III. complaints about financial aspects of the provision of services
IV. complaints about practice management in general
5. If the complaint has been handled satisfactorily, the involved lawyer and the complaints officer sign the Complaint Registration Form.
6. The complaints officer periodically reports on the handling of complaints and makes recommendations to prevent new complaints, as well as to improve procedures.
7. At least once a year the reports and the recommendations are discussed at the office and submitted for decision-making.