Complaints resolution

Office Complaints Grasp Advocatuur B.V.

Article 1 – Definitions
In this office complaints regulation, the following terms have the following meanings:

  • complaint: any written expression of dissatisfaction by or on behalf of the client vis-à-vis the lawyer or the persons
    working under his responsibility with respect to the conclusion and performance of a contract for services, the
    quality of the services or the amount of the bill, not being a complaint as meant in paragraph 4 of the Lawyers Act;
  • complainant: the client or his representative who makes a complaint;
  • complaints officer: the lawyer charged with handling the complaint.

Article 2 – Scope of application
This office complaints procedure is applicable to any assignment agreement between Grasp Advocatuur B.V. and the client. Every lawyer associated with Grasp Advocatuur B.V. is responsible for handling complaints in accordance with the office complaints procedure.

Article 3 – Objectives
The purpose of this office complaints procedure is
a. Establishing a procedure to constructively deal with client complaints within a reasonable time;
b. Establishing a procedure to identify the causes of client complaints;
c. Maintaining and improving existing relationships through proper complaint handling;
d. Train staff in client-focused responses to complaints;
e. Improving the quality of service through complaint handling and analysis.

Article 4 – Information upon commencement of service

  1. These office complaints regulations have been made public. Before entering into the contract for services, the lawyer shall inform the client that the office has a regulation on office complaints and that this regulation applies to the services provided.
  2. Grasp Advocatuur B.V. has included in its general terms and conditions to which independent party or authority a complaint that has not been resolved after treatment may be submitted in order to obtain a binding ruling and has disclosed this in the engagement letter.
  3. Complaints as referred to in Article 1 of these office complaints regulations that have not been resolved after treatment shall be submitted to the Disputes Committee for the Legal Profession.

Article 5 – Internal complaint procedure

  1. If a client approaches the office with a complaint, the complaint will be forwarded to Mr. J.E.L. Schouten, who thus acts as complaint officer.
  2. The complaints officer shall notify the person complained about of the filing of the complaint and give the complainant and the person complained about the opportunity to explain the complaint.
  3. The person about whom a complaint has been made will try to find a solution together with the client, whether or not after intervention by the complaints officer.
  4. The complaints officer will deal with the complaint within four weeks of receiving it, or will notify the complainant of any deviation from this term, stating the term within which an opinion on the complaint will be given.
  5. The complaints officer will 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.
  6. If the complaint has been dealt with satisfactorily, the complainant, the complaints officer and the person about whom the complaint has been made sign the opinion on the merits of the complaint.

Article 6 – Confidentiality and free complaint handling

  1. The complaints officer and the person complained about shall maintain confidentiality during the handling of the complaint.
  2. The complainant shall not be liable for payment of the costs of handling the complaint.

Article 7 – Responsibilities

  1. The complaints officer is responsible for the timely handling of the complaint.
  2. The person complained about keeps the complaints officer informed about any contact and a possible solution.
  3. The complaints officer keeps the complainant informed about the handling of the complaint.
  4. The complaints officer keeps the complaint file up to date.

Article 8 – Complaint registration

  1. The complaints officer registers the complaint and the subject of the complaint.
  2. A complaint can be divided into several subjects.


Version January 2022