Article 1 – Complaint

In these complaints regulations, a complaint is understood to mean: any written expression of dissatisfaction by or on behalf of the client towards the lawyer or persons working under his responsibility regarding the conclusion and performance of a contract of assignment , the quality of the services provided or the amount of the invoice, not being a complaint as referred to in section 4 of the Dutch Lawyers Act.

Article 2 – Scope of application

1. This complaints procedure applies to every agreement of assignment between MAAK advocaten (“MAAK”), executed by one or more lawyers, and the client.
2. Every MAAK lawyer responds to complaints in accordance with this complaints procedure.

Article 3 – Objectives

The purpose of this complaints procedure is:

1. to establish a procedure to handle client complaints within a reasonable time in a constructive manner;
2. to establish a procedure to determine the causes of client complaints;
3. to maintain and improve existing relationships by handling complaints in an appropriate manner;
4. to train employees to respond to complaints in a client-oriented manner;
5. to improve the quality of service.

Article 4 – Information at the start of service provision

1. This complaints procedure is published on www.maakadvocaten.nl. Before entering into the agreement of assignment, the lawyer points out to the client that the office has a complaints procedure and that it applies to the services provided.
2. Complaints that have not been resolved after treatment will be submitted to the court in Amsterdam.

Article 5 – Procedure

1. In the event of each complaint, consultation takes place between the responsible lawyer and the client to determine whether the matter can be resolved by mutual agreement.
2. If the parties fail to reach an agreement, the case will be referred to the externally appointed complaints officer.
3. The complaints officer informs the lawyer against whom the complaint has been made of the complaint and gives the client and the lawyer the opportunity to provide an explanation.
4. The lawyer will attempt to find a solution together with the client, with or without the intervention of the complaints officer.
5. The complaints officer will assess the complaint within four weeks of receipt of the complaint. If this period is deviated from, the complaints officer will inform the client of this, stating the reasons. The complaints officer will state a new period within which he will assess the complaint.
6. The complaints officer sends a letter to the client and the lawyer in which he states whether he considers the complaint to be justified and he may make recommendations. In this letter the complaints officer makes recommendations for handling the complaint.
7. If the complaint has been dealt with satisfactorily on the basis of the letter, the client, the complaints officer and the lawyer concerned will sign this letter.

Article 6 – Confidentiality and free complaint handling

1. The complaints officer and the lawyer against whom the complaint has been made shall maintain confidentiality during the complaint handling process.
2. The client is not liable for any compensation for the costs of handling the complaint.

Article 7 – Responsibilities

1. The complaints officer is responsible for the timely handling of the complaint.
2. The lawyer against whom the complaint has been made shall keep the complaints officer informed about his or her contact with the client and about a possible solution.
3. The complaints officer keeps the client informed about the handling of the complaint.
4. The complaints officer maintains the complaint file.

Article 8 – Complaints registration

1. The complaints officer registers the complaint, including the subject of the complaint.
2. A complaint can be classified into several topics.
3. The complaints officer periodically reports on the handling of complaints and makes recommendations to prevent new complaints and to improve procedures.
4. At least once a year, the reports and recommendations are discussed within MAAK and submitted for decision-making.